Returns and refunds

Once a vial leaves our cold chain we can no longer document how it was stored. A returned vial could have spent a week at room temperature in a car, and nothing about its appearance would tell us.

Re-selling that material would mean shipping someone a vial whose chain of custody has a hole in it, while the certificate on our website claims an unbroken record. We are not prepared to do that, so research materials are not returnable once dispatched.

If the wrong item arrived, the vial is damaged, the seal is broken, or the batch number does not match the certificate, we replace it or refund it in full. Photograph it and contact us within 14 days.

If a batch does not match its published certificate, tell us. We will pull the batch, re-test, refund everyone affected and publish the outcome. That is what publishing certificates is for.

The V1 pen and other laboratory equipment can be returned unused and in their original packaging within 14 days for a full refund. Equipment has no cold chain to break.

Contact [email protected] before 15:00 on the day you order and we will cancel and refund in full. After dispatch, the section above applies.

Nothing here affects your statutory rights. The exemption for sealed goods that are not suitable for return for health protection or hygiene reasons, once unsealed, is the basis of the policy above.