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
14 days from the day the order is delivered. The vial must be unopened with the seal intact and must have been stored as directed on the product page. After 14 days, or once a seal is broken, a return can no longer be accepted.
How to start a return
- 1
Email [email protected] within the return window, quoting the payment reference from your order (it begins SBP-US-).
- 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
If the return is our fault - the wrong item, a damaged parcel, or material that fails its own certificate - we cover the return shipping and send a prepaid label. If you have simply changed your mind, the return shipping is at your cost and a restocking fee of 25% of the value of the returned items is deducted from the refund. The restocking fee never applies when the return is our fault.
How and when you are refunded
Refunds are issued by bank transfer to the account the original payment came from. We do not offer store credit in place of a refund. The transfer is sent within 14 days of the returned parcel arriving with us, and in practice usually within two business days of it being checked in. Your bank may take a further one to three working days to show it. Where the restocking fee applies, the amount transferred is the value of the returned items less 25%.
Case by case
Damaged or broken in transit
Photograph the packaging and the vial and email us within 48 hours of delivery. Replacement or refund, your choice, at our cost.
Wrong item sent
Our error, our cost. We send the correct vial and a prepaid label for the return.
Unopened and unwanted
Returnable within 14 days of delivery if the seal is intact and the vial has been stored as directed. Return shipping is at your cost, and a 25% restocking fee is deducted from the refund.
Opened or reconstituted
Cannot be accepted. Once a seal is broken we can no longer certify what is in the vial, and that certification is the product.
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.