Refund and Returns Policy

All sales final

Orders cannot be returned, exchanged or refunded for change of mind, incorrect ordering or because a product is no longer needed for your research.

Shipping damage — 48-hour reporting window

If a package arrives damaged, report it to support within 48 hours of the carrier's delivery scan. Include:

• Your order number
• Clear photos of the outer box, inner packaging and every affected vial
• The lot number and vial code printed on the label

Non-returnable items

• Opened, punctured or reconstituted vials
• Items whose tamper-evident seal or serialised label has been removed

Storage voids claims

Claims are void if a product was not stored as directed on its label after delivery (for example, lyophilised kits left at room temperature for extended periods).

Approved claims

Approved damage claims are resolved with a replacement of the same product or store credit to your prepaid account, at our discretion.