Returns & Refunds

What can be returned

Unopened, undamaged products in original sealed packaging, within 14 days of delivery. Refunds are issued to the original payment method less outbound shipping, within 5 business days of the return arriving.

Contact us before returning anything so we can issue a return authorisation. Unauthorised returns cannot be tracked to your order.

What cannot be returned

Opened vials. Once a seal is broken we cannot verify chain of custody or storage conditions, and reselling that material would be indefensible. This applies regardless of how much was used.

Custom synthesis and bulk orders produced to your specification.

Products past 14 days from delivery.

This is not a restocking policy — it is a quality policy. A supplier willing to resell a returned open vial is a supplier whose entire catalogue you should question.

Our mistakes

The above is about changing your mind. If we got something wrong, different rules apply and there is no time limit beyond reasonable promptness:

• Wrong item shipped — we send the correct item immediately and cover return shipping
• Damaged on arrival — replaced on receipt of photographs
• Below published specification — full refund or replacement, your choice, and we pull the batch
• Batch number does not match the COA — full refund or replacement, and we investigate
• Lost in transit — reshipped at no cost

For any of these, contact support with your order number and photographs where relevant. We do not ask you to return defective material before we replace it.

Independent testing disputes

If you have material independently assayed and the result materially contradicts our published COA, tell us. We will:

1. Ask for the report and the testing lab's method parameters
2. Re-assay our retained sample from the same batch
3. Refund your order in full if the discrepancy is confirmed
4. Withdraw the batch and notify everyone who received it

We keep retained samples of every batch specifically so this process is possible.

Cancellations

Orders can be cancelled for a full refund any time before dispatch. Once dispatched, the return policy above applies.