Returns and refunds.

Return window

You have 30 calendar days from the delivery date to request a return. Requests made after 30 days cannot be accepted. Returned items must be postmarked within 14 days of the return being authorized.

Claims for damaged, incorrect, or missing orders follow a shorter timeline and are covered in Section 07.

What can be returned

To be eligible for a refund, a returned item must be:

• unopened, with the original manufacturer seal and any tamper-evident seal fully intact;
• in its original packaging, including any protective materials;
• free of damage caused after delivery, including damage from improper storage; and
• accompanied by the return authorization number we provide.

Partial returns are accepted. If you ordered ten vials and return four unopened, we refund the four at the per-vial price you actually paid for that tier.

What cannot be returned

Because these are laboratory materials whose integrity cannot be verified once they leave our control, the following are not eligible for return or refund:

• vials that have been opened, reconstituted, or used in any way;
• vials with a broken, missing, or tampered seal;
• items returned without prior return authorization;
• items returned after the 30-day window has closed; and
• items damaged after delivery through improper storage, handling, or shipping back to us in inadequate packaging.

Items received that are not eligible for return will be documented and, at your request and expense, returned to you. Otherwise they are disposed of after 30 days.

How to start a return

Returns sent without an authorization number cannot be matched to an order and will not be refunded, so please wait for the RA number before shipping anything back.

Return shipping costs

If the return is our error — wrong item, damaged in transit, or a fulfillment mistake — we cover return shipping and send you a prepaid label. You pay nothing.

If you are returning for any other reason, including changing your mind or ordering the wrong product, you are responsible for return shipping. Original shipping charges on the outbound order are not refunded in this case. We recommend a tracked service, since we cannot refund a return that never arrives.

We do not charge a restocking fee.

Refund timing and method

Approved refunds are issued to the original payment method within 3 business days of inspection. Depending on your bank or card issuer, it typically takes a further 5 to 10 business days for the credit to appear on your statement. Klarna refunds follow Klarna’s own processing timeline.

We cannot refund to a different card or payment method than the one used for the original purchase. If your card has been closed, contact your bank — the refund will usually still be routed to you by the issuer.

If you have not seen a refund 10 business days after we confirmed it was issued, email us with your order number and we will provide the processor’s refund reference so your bank can locate it.

Damaged, incorrect, or missing orders

Damaged in transit

Inspect your order on arrival. If a vial is broken or the contents are compromised, email us within 7 days of delivery with photographs of the damaged item and the packaging it arrived in. We will send a replacement at no cost, or issue a full refund if you prefer. We do not require you to ship damaged items back.

Wrong item received

If you received something other than what you ordered, email us within 7 days of delivery. We will send the correct item and a prepaid label for the return of the incorrect one.

Order never arrived

If tracking shows delivered but you did not receive the package, check with your carrier and neighbors first, then contact us within 14 days of the marked delivery date. If tracking has not updated for 7 consecutive days, contact us and we will open a carrier trace. Confirmed lost shipments are replaced or refunded in full.

Order cancellations

Orders can be cancelled for a full refund any time before they ship. Because we ship same day on orders placed before 5 PM, email us as soon as possible and we will cancel if the label has not yet been generated. Once an order has shipped it cannot be cancelled, but it can be returned under this policy.

Exchanges

We do not process direct exchanges. If you want a different product, return the unopened item under this policy and place a new order. This gets the product you actually want to you faster than waiting for an exchange to be processed.