Returns, refunds and the purity guarantee

If a shipment arrives damaged, goes missing in transit or contains the wrong item, contact support with your order number within 30 days of the ship date and we will replace it or refund it. Photographs of the packaging and the vial help resolve it faster. The step-by-step is in damaged, lost or incorrect shipments.

Unopened, undamaged material with an intact seal may be returned within 30 days of delivery for a refund less shipping. Two conditions matter: contact support before sending anything back, because returns received without prior authorisation cannot be processed; and the seal must be intact, because the seal is the only evidence that the material is still what the certificate describes.

For the integrity of the supply chain, some material cannot come back:

• Material whose seal has been broken.
• Material that has been reconstituted or otherwise altered.
• Material that has been stored outside the conditions stated on its certificate of analysis.
• Material that has left our custody and been resold or transferred to a third party.

The logic is the same in every case: once a vial's history is uncertain, it cannot be resupplied to another researcher with a certificate that still means something. This is why storage discipline has a paperwork consequence as well as a quality one.

Every lot ships with an independent certificate of analysis. If independent testing you commission shows a lot falls below its stated purity, send us the report and we will replace the material or refund it in full. To make a claim, send the order number, the lot number and the laboratory's report through the contact page. Bear in mind that HPLC purity is an area percent and small method-to-method differences are normal — what HPLC purity actually measures explains why a materially lower result is different from a slightly different one.

Approved refunds are issued to the original payment method. Depending on your bank or card issuer, a refund can take 5–10 business days to appear on the account. If it has not appeared after ten business days, contact support with the order number and we will confirm the date it was issued.

Thirty days from the ship date for damaged, lost or incorrect shipments, and thirty days from delivery for unopened returns, are long enough for any laboratory to receive, inspect and decide, and short enough that the material's history is still simple. A vial that has sat unexamined for three months has three months of storage the supplier did not observe, and the certificate's description of it becomes harder to stand behind. The receiving check in inspecting a vial on arrival is designed so that any problem is found on day one, when the window has barely started. The terms set out the policy in its legal form; this post and the returns page are the plain-language version, and if they ever seem to differ, the terms govern.

Email support with your order number and a short description of the issue. One message with the order number, lot number, photographs where relevant, and whether you prefer replacement or refund is all it takes. The full text is on the returns page; the research-use-only terms that every purchase is made under are on the research use only page.