Claims, refunds and returns
Last changed 4 October 2026.
Each case below is taken from the terms of sale and the quality rules, with how to report it. The order’s own page takes a report once the order is delivered.
| The case | How to report it | What happens |
|---|---|---|
| A parcel does not arrive | Tell the desk with the order reference if tracking stops moving or the carrier reports it lost. | It is at our risk until it is delivered (clause 4, DAP, delivered in the United States), and we handle the freight claim. |
| Short, damaged in transit, or a wrong item | Within five business days of delivery, with photographs of the outer carton and the vials; keep the packaging until it is settled. | We handle the freight claim (clause 6). |
| A batch number that is not found, or a certificate that does not match the vial | Within five business days of delivery, with photographs of the carton and the vials; the batch is not used. | It is handled as a wrong shipment at our cost (certificate page). |
| A batch you believe is out of specification | To the desk, with the batch number. | The retained sample is tested, and a failed batch is withdrawn and your order replaced or credited (clause 6, quality). |
| Cancelling an order | From the order’s page, at any time before the boxes are picked; the desk confirms. | Once boxes have been picked and sealed for you, cancelling means returning, and clause 6 applies (clause 5). |
| An order we cannot fulfil | Nothing to report. | We cancel it and repay it in full, a refund by the same route the money came (clause 5). |
Returns
Sealed boxes cannot come back once they have left our custody: we cannot certify storage we did not control (clause 6).
How to report
From the order’s page once it is delivered, or by email to orders@