Refund & Returns
When we offer replacements, credit, or refunds — and how to reach us.
Our approach
We want you to receive exactly what you ordered, in good condition. Because our products are research-grade and sensitive to handling, returns are limited — but we will make it right when something goes wrong on our end.
Report within 48 hours
If your order arrives damaged, incorrect, or missing items, contact us within 48 hours of confirmed delivery with your order number and clear photos. Requests after that window may not be eligible.
What we can help with
- Items damaged in transit
- Wrong product or quantity shipped
- Missing items from your order
- Parcel lost in transit (after carrier investigation where needed)
What we usually cannot accept
- Change-of-mind returns
- Opened, used, or improperly stored vials
- Issues reported outside the 48-hour window
How resolutions work
Each case is reviewed individually. Depending on the situation we may offer a replacement, store credit, or refund to your original payment method. Contact us as soon as you spot an issue.
How to start a claim
Use the contact form with your order number, a short description, and photos of the outer packaging and product. We will reply with next steps.