Refunds

Before you pay

An unpaid order can be cancelled at any time, from your order page, at no cost. An order whose payment window expires is cancelled automatically and nothing is owed.

After you pay, before it ships

Contact us and we will cancel and refund in full, provided the order has not yet been dispatched.

After it ships

We refund or replace when:

• the wrong item or specification was sent;
• vials arrive broken or compromised — send photographs within 7 days;
• the shipment is confirmed lost by the carrier.

Because these are research materials, we cannot accept returns of correctly supplied, undamaged goods. Once a sealed vial has left our control we cannot verify how it has been stored, so it cannot re-enter stock.

Situations we do not refund

• Material seized at customs where importing it was not lawful at the destination.
• Shipments lost because the delivery address supplied was wrong or incomplete.
• Change of mind after dispatch.
• Payments sent on a network other than the one stated on the payment page. See the crypto payment policy.

How refunds are paid

Refunds are returned in the same asset and on the same network you paid with, to an address you confirm with us. We refund the amount received, less any network fee required to send it.

Because the value of a cryptocurrency moves, the amount you receive back may be worth more or less in your local currency than when you paid. We refund the asset amount, not a fiat value.

Timescale

Approved refunds are sent within 5 business days of us agreeing the refund and receiving a confirmed destination address.