We want you to receive exactly what you ordered, in good condition, with documentation that matches. This policy explains when we replace or refund an order.
Summary: all sales are final once an order ships. We do not accept returns or exchanges, including on unopened products. Damaged, incorrect, missing, or lost shipments are replaced or refunded in full, and a verified discrepancy from a lot's certificate of analysis is refunded or replaced.
Once a product leaves our facility, we cannot verify how it was stored, transported, or handled. Restocking it would undermine the lot traceability behind every certificate of analysis we publish. For that reason, we do not accept returns or exchanges after an order is dispatched, for any reason, including a change of mind, an item ordered in error, or a product that remains unopened.
This does not affect the protections below: if something goes wrong on our side or in transit, we make it right.
If your order arrives damaged, is incorrect, or is missing items, contact us within 7 days of delivery with your order number and photographs of the packaging, labels, and affected products. We will, at our option, ship a replacement or issue a full refund including shipping. If we need an incorrect item sent back, we will tell you and cover the return shipping.
If tracking shows no movement for 10 business days, or a package is confirmed lost by the carrier, contact us and we will replace the order or issue a full refund. Packages marked "delivered" but not received should be reported within 7 days; we will open a carrier investigation, which may take up to 10 business days to resolve.
If independent third-party testing of an unopened product shows a material discrepancy from the certificate of analysis for that lot, contact us with the full analytical report, the testing laboratory's name and method, and the batch code. Verified discrepancies are eligible for a full refund or replacement, and we will investigate the affected lot. Products stored outside recommended conditions after delivery are not eligible.
If an item in a volume-priced order or a bundle is damaged, incorrect, missing, or subject to a verified discrepancy, we replace that item or refund the price you actually paid for it, including its share of any discount. The rest of the order is unaffected.
Orders can be cancelled for a full refund any time before dispatch. Because we ship quickly, contact us immediately if you need to cancel. Once an order has been dispatched, it cannot be cancelled or returned.
Questions about an order: [email protected] or via our contact page.