Refunds and Returns

1. The short version

Sealed, unopened items can be returned within 30 days of delivery. Anything that has been opened cannot, because once a research material leaves our control we cannot verify how it was stored, and we will not put an unverifiable item back into stock for the next buyer.

If we sent the wrong item, or it arrived damaged, that is our error and we fix it in full.

2. Return window

Request a return within 30 days of the delivery date shown by the carrier. Requests made after 30 days are declined except where the law says otherwise.

Start a return through the contact page with your order number and the item you want to return. Wait for a return authorization before sending anything back. A parcel sent to us without an authorization may be refused and returned to you at your cost.

3. Condition we can accept

To be accepted, an item must be:

• Unopened, with the manufacturer seal intact.
• In its original packaging, with its original labeling intact and readable.
• Stored, since delivery, in the conditions stated on the label and on the product page.
• Free of any mark, sticker, or relabeling applied after delivery.

We inspect every returned item on arrival. An item that does not meet these conditions is declined and can be sent back to you at your cost, or disposed of at your request.

4. What cannot be returned

• Any item whose seal is broken, or that has been opened, weighed out, or reconstituted.
• Any item that has been out of the stated storage conditions.
• Any item marked final sale, clearance, or made to order at the time of purchase.
• Certificates, documents, and anything supplied as a digital file.

This is not a judgment about you. It is the only defensible position for a supplier of research materials, because the buyer of the next unit is entitled to a chain of custody that is unbroken.

5. Restocking fee

An accepted return that is not caused by our error may carry a restocking fee of up to 20 percent of the item price, which covers inspection and the handling the return requires. The fee that applies is confirmed in writing when we authorize the return, before you send anything back.

No restocking fee is charged where the return is caused by our error.

6. If we got it wrong

If you were sent the wrong item, if an item is missing, or if it arrived damaged, tell us within 7 days of the delivery date shown by the carrier and send photographs of the item and the packaging.

We will replace the item or refund it in full at your choice, including the original shipping charge, and we pay the return shipping. No restocking fee applies.

7. Cancelling before dispatch

An order can be cancelled in full at no cost at any point before it is dispatched. Contact us as soon as you can. Once the order is with the carrier it has to be handled as a return.

If we cancel an order, or decline part of one, we refund the amount charged for the cancelled part without a fee.

8. How a refund is issued

Refunds are issued to the original payment method. We cannot refund to a different card or account, because the payment provider will not accept it.

We issue an accepted refund within 10 business days of receiving and inspecting the return, and we email you when it is sent. How quickly it appears on your statement after that is set by your card issuer, and is usually a further few business days.

The original shipping charge is refunded only where the return is caused by our error.

9. Chargebacks

If something is wrong with an order, contact us first. We can almost always settle it faster than a chargeback, which takes weeks and freezes the amount while the provider reviews it.

We respond to every chargeback with the order record, the delivery evidence, and the confirmations recorded at checkout.

10. Nothing here removes a legal right

Where the law gives you a right that this page would restrict, the law governs and the right stands.