Returns & lot policy

Returns & lot policy

Because our products are research reference compounds, we cannot accept returns of opened vials. Instead, we stand behind every lot with a 30-day lot policy.

The 30-day lot policy

If a vial arrives damaged, fails its lot-specific Certificate of Analysis, or shows a temperature excursion in transit, we will replace the lot at our expense within 30 days of dispatch.

How to make a claim

1. Email [email protected] within 30 days of dispatch.
2. Include your order number and the batch number printed on the vial.
3. Attach a photo of the issue where applicable (for example, damaged packaging or a thawed ice pack).
4. We will review the claim against the lot COA and arrange a replacement or refund.

This policy is in addition to any rights you may have under applicable law.