Refund & Return Policy

02. Product Seals & Exclusions from Return

Under applicable consumer protection legislation (including Directive 2011/83/EU Article 16(e) regarding sealed goods not suitable for return due to health protection or hygiene reasons), research chemicals with broken, tampered, or opened security seals are strictly excluded from return or refund once delivered.

03. Damaged, Defective, or Missing Shipments

We take extreme care in temperature-controlled, shatter-resistant packaging. If your shipment arrives damaged during transit, missing items, or defective:

• Notice Window: You must report transit damage or missing items to our support team within 48 hours (2 business days) of carrier delivery.
• Required Evidence: Please attach photographic proof of the outer box, carrier label, and uncompromised internal vials/packaging.
• Resolution SLA: Verified transit claims are immediately resolved through a priority free replacement shipmentor 100% store credit at the customer's choice.

04. Undelivered, Rejected, or Returned Parcels

If a parcel is returned to our warehouse due to customer-side failure (e.g. incorrect address provided during checkout, recipient failing to pick up from parcel locker, or rejection of receipt):

• The customer is responsible for original shipping fees and carrier return transit costs.
• Once the parcel arrives back intact at our logistics hub, a refund for the product value (minus original and return transit fees) will be processed within 3 business days.

05. Refund SLA & Processing Times

Approved refunds are credited directly back to the original payment method used during checkout (Credit Card, Debit Card, or approved merchant gateway).

06. Customer Service & Support Contact

Before initiating any dispute or chargeback, please contact our dedicated support team. We resolve 99.8% of inquiries directly with immediate replacements or refunds.