Refunds and resolutions

Reporting window

Report a problem within 5 business days of delivery, quoting the order reference, catalog codes and lot numbers involved, plus photographs of the outer carton and labels where transit damage is involved.

Eligible cases

• An item was shipped that does not match the ordered catalog code or unit size.
• The lot delivered does not match the specification published for that listing.
• Transit damage or a temperature excursion affected the shipment.
• Certificate documentation for a delivered lot cannot be produced.
• An order was cancelled by you before dispatch.

Resolution options

Depending on the case we will replace the affected lot, supply the missing documentation, issue a credit against a future order, or refund the affected lines including the proportional shipping cost. Where a replacement is agreed, the affected material must be quarantined and not used.

Not eligible

• Materials that have been opened, reconstituted, aliquoted, relabelled or stored outside the published storage condition.
• Change of experimental plan, over-ordering, or a result that did not meet expectations.
• Reports made after the 5 business day window without a documented reason.
• Any consequential loss, including lost experimental work or instrument time.

Cancellations

Orders can be cancelled at no cost until they are picked for dispatch. Cold-chain shipments already packed cannot be cancelled because the packing is single-use.

How refunds are issued

Orders are paid by Zelle transfer, and Zelle transfers cannot be reversed by us. An approved refund is therefore returned by a separate transfer to the account that paid, normally within 5 business days of the resolution being agreed. To open a case, use the contact page with your order reference, catalog codes and lot numbers.