Policy
Returns and refunds
What we can change, what we put right, and what we cannot take back.
Before your order ships
Write to us and we will change or cancel it. Nothing is final until a parcel is handed over for dispatch, so this is the quickest way to fix an address, a size or a quantity.
If something arrives damaged, incorrect or short
We replace it or refund it, whichever you prefer. Send us your order reference and a photograph of the vial and the packaging within 5 days of delivery and we will arrange it. Transit damage and picking errors are ours to put right, and you will not be asked to pay return shipping on them.
Everything else is final once shipped
These are laboratory compounds, shipped lyophilized in sealed vials. Once a vial has left our control we have no way to establish how it was stored or handled, so it cannot go back into stock and be supplied to anyone else. That applies whatever the reason for the return, including a change of mind, and it is why we would rather answer questions before an order than after it.
Colombia: your right of withdrawal
Purchases made in Colombia carry the right of withdrawal set out in Ley 1480 de 2011, the Estatuto del Consumidor. You have five business days from delivery to withdraw from a distance purchase and return the product in the condition it arrived in, sealed and unopened. Return shipping is the buyer’s. This right sits above the paragraph before it and we honour it in full.
How to start
Message us on WhatsApp with your order reference. We answer in Spanish and English, and it is the fastest route to a person who can look your order up.
How refunds are paid
A refund goes back the same way the order was paid, to the same account it came from, and we do not send one anywhere else. Orders are arranged over WhatsApp, so the method is whatever you and we agreed at the time, and we confirm the amount with you before sending it.
Changes to this policy
We update this page when the policy changes. The version on this page is the one that applies to an order placed on the day you read it.
Every compound on this site is supplied for laboratory research only. Nothing on this page implies that any of them is fit for human or veterinary use, and no refund or replacement should be read as a statement about safety or effect.