Returns and Replacements

If material does not match its certificate, arrives damaged, or is not what you ordered, we replace it or refund it. If you simply changed your mind about a temperature-controlled research chemical that has left our facility, we cannot take it back.

That distinction is not us being difficult. Once a vial leaves a documented cold chain we can no longer attest to its storage history, and a supplier whose entire proposition is chain-of-custody cannot then resell material whose custody it cannot vouch for.

If material you received does not match the certificate published for its lot, send us the lot number and what you observed. We replace the order at our cost and pull the batch pending investigation — before asking you for anything further.

If independent analysis supports the discrepancy, we refund in full, re-test the retained sample from that lot, and publish the outcome on the lot's page. A public archive is only meaningful if corrections are published in it too.

Damaged on arrival: photograph the package before opening and contact us the same day. Replacement ships as soon as we have the photographs.

Wrong item: contact us and we ship the correct item immediately. We will arrange return of the incorrect item at our cost, or ask you to dispose of it, depending on the compound.

Orders can be cancelled at no cost any time before dispatch. Because we dispatch same-day on orders placed before the cutoff, that window can be short — contact us as quickly as possible and we will stop the order if it has not left.

Approved refunds are issued to the card used to pay within three business days of approval. They then take five to ten business days to appear, depending on your issuer.