Last updated: March 2025
Refund Policy
Due to the nature of research chemicals and strict quality control requirements, our refund policy is carefully structured to protect both customers and the integrity of our products.
Important Notice: All sales of research compounds are considered final once the product has been opened or used. Returns are only accepted for unopened, undamaged products in their original sealed packaging.
Eligible Returns
- • Products received damaged or defective
- • Wrong product shipped (our error)
- • Products not matching the ordered specification
- • Unopened products returned within 14 days of delivery
- • Orders that did not arrive within 30 days (domestic)
- • Opened or used products
- • Products damaged due to improper storage after delivery
- • Orders delayed or seized by customs (buyer's responsibility)
- • Change of mind after order is dispatched
- • Products returned without prior authorisation
How to Request a Refund
To initiate a return or refund request, please follow these steps:
- Contact us at [email protected] within 14 days of receiving your order.
- Include your order number, the product(s) you wish to return, and the reason for the return.
- For damaged or defective products, please include clear photographs of the damage.
- Our team will review your request and respond within 2–3 business days with a Return Merchandise Authorisation (RMA) number if approved.
- Ship the product(s) back to us in their original packaging using a tracked shipping service. Do not return products without an RMA number.
Refund Processing
Once we receive and inspect the returned product, we will notify you of the approval or rejection of your refund within 5 business days.
Approved refunds will be processed to your original payment method within 5–10 business days, depending on your card issuer or bank. You will receive an email confirmation once the refund has been issued.
Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong product shipped, defective product, etc.).
Exchanges
We only replace products if they are defective or damaged. If you need to exchange a product for the same item, please contact us at [email protected].
Cancellations
Orders may be cancelled without charge if the request is made before the order has been dispatched. Once an order has been shipped, it cannot be cancelled and must go through the standard return process. To request a cancellation, contact us immediately at [email protected] with your order number.
Contact
For any questions regarding our refund policy, please contact our support team at [email protected]. We aim to respond to all enquiries within 1–2 business days.