Returns Policy

Return window

Unopened items in their original sealed packaging may be returned within 14 days of delivery, provided you contact us first with your order reference so that a return can be authorised.

REPLACE BEFORE LAUNCH — confirm the return window and authorisation process with the business.

Items that cannot be returned

Research materials are temperature-sensitive and their integrity cannot be verified once they have left our control. For that reason we cannot accept returns of items where the vial seal has been broken, the packaging has been opened, or the product has been removed from the supplied cold-chain packaging.

This does not affect your rights where an item is damaged, defective or not what you ordered.

Damaged or incorrect items

Contact us within 48 hours of delivery, quoting your order reference and including photographs of the packaging and the item, if an order arrives damaged or an incorrect item is supplied. We will arrange a replacement or a refund.

Cancellations

You may cancel an order at any time before it is dispatched by contacting us with your order reference. Once an order has been dispatched, the return conditions above apply.

Refunds

Approved refunds are issued to the original payment method within 14 days of us receiving the returned item or agreeing the refund.

REPLACE BEFORE LAUNCH — confirm refund timescales once the payment provider is connected.