Returns & Refunds

Cancelling before dispatch

Contact us as soon as possible if you need to cancel or change an order. If fulfilment has not started, we will usually be able to cancel it and return the payment to the original method. Once a parcel has entered fulfilment or been dispatched, cancellation may no longer be possible.

When a return can be accepted

Because research materials may be temperature-sensitive or subject to contamination and chain-of-custody controls, opened products and items that have left controlled storage generally cannot be returned for resale. Please do not send anything back without a return authorisation from our support team.

This does not limit your legal rights where goods are faulty, not as described or supplied incorrectly.

Report a problem

Please contact us within 48 hours of delivery where reasonably possible and include:

• your order number and the affected product;
• a short description of the issue;
• clear photographs of the product, label, parcel and any damage; and
• confirmation that the item has been stored as directed.

Keep the item and all packaging until we confirm the next step. This helps us assess the issue and make any carrier claim.

Replacements and refunds

After review, we may offer a replacement, refund, partial refund or another appropriate resolution. Approved refunds are issued to the original payment method. Banks and payment providers may take several working days to display the credit after we process it.

Original delivery charges are refunded where required by law or where the full order was incorrect or faulty. Enhanced delivery charges may not be refundable where a standard service would have been sufficient.

What is not covered

We cannot normally cover damage caused after delivery by incorrect storage, handling outside the product instructions, unauthorised use, or a delivery address entered incorrectly by the customer. We assess each case fairly and in line with applicable consumer law.