What can come back, and what happens next.
Everything we sell is a sealed, lot-certified research material, so the returns position has to be precise about what can come back and what cannot. This page is the whole policy.
Return window
Tell us within 14 days after delivery that you wish to cancel, then return the goods within a further 14 days. Keep vials sealed and stored as directed. Mandatory rights for faulty, misdescribed or damaged goods are not limited by this window.
How to start a return
- 1
Email [email protected] within the return window, quoting the payment reference from your order (it begins SBP-UK-).
- 2
Tell us which vials you are returning and why. If the parcel arrived damaged, attach photographs of the outer packaging and the vial.
- 3
We reply within one business day with a return address and a reference to write on the parcel. Do not send anything back before you have that reference - unlabelled returns cannot be matched to an order.
- 4
Send the parcel with a tracked service and keep the tracking number until the refund lands.
Who pays for the return
For a change-of-mind return, you pay the return postage. We do not charge a fixed restocking fee. We cover return postage for faulty, incorrect or damaged goods. Where permitted by law, a deduction may apply for handling beyond what is needed to establish the nature and characteristics of the goods.
How and when you are refunded
Refunds use the original payment method unless otherwise agreed. For cancellation of the whole order, we also refund standard outbound delivery charges. We refund within 14 days of receiving returned goods or evidence that you sent them back, whichever is earlier. Your bank may take additional processing time.
Case by case
Damaged or broken in transit
Please photograph the damage and contact us promptly so we can arrange a remedy. A request to report damage promptly does not limit your statutory rights.
Wrong item sent
Our error, our cost. We send the correct vial and a prepaid label for the return.
Unopened and unwanted
Notify us within 14 days of delivery and return within a further 14 days. You pay return postage; there is no fixed restocking fee.
Opened or reconstituted
Contact us before returning opened or reconstituted material. We cannot recertify it, and lawful deductions or exceptions may apply. This does not remove mandatory rights for faulty or misdescribed goods.
The purity guarantee
If you independently test a sealed vial and it comes back below the purity stated on its certificate, send us the report. We refund the order in full, including shipping, and we do not ask for the vial back.