Refund & Returns Policy
Last updated: 3 May 2026. This policy explains cancellation, damage, replacement and refund handling for research-use materials.
1. Research-Material Handling
Because our products are temperature-sensitive research materials, we cannot accept returned opened, used, tampered, unsealed or temperature-compromised items. This protects chain-of-custody, safety and product integrity.
2. Cancellations Before Dispatch
Orders may be cancelled before dispatch confirmation. Once an order is packed, handed to the courier or reserved against a cold-chain dispatch batch, cancellation may no longer be possible.
3. Damaged or Incorrect Shipments
If a parcel arrives damaged, incorrect or missing items, contact us within 7 calendar days of delivery with order ID, photographs of the outer parcel, inner packaging, product label and temperature packaging where applicable. We may offer replacement, reshipment, credit or refund after review.
4. Non-Delivery
If tracking shows no delivery after the courier investigation period, we will work with the carrier. Depending on courier findings, we may reship or refund. We are not responsible for failed delivery caused by incorrect address, refusal, customs seizure, unlawful import attempt or failure to collect.
5. Crypto Refunds
Crypto refunds, where approved, are calculated against the GBP order value, not speculative token value changes. Network fees and blockchain transaction fees may be deducted where applicable. Refunds can be issued to the originating wallet or a verified refund wallet provided by the customer.
6. Statutory Rights
Nothing in this policy limits statutory rights that cannot legally be excluded. Because sales are for business/research use and may involve restricted research materials, consumer cancellation rights may not apply in the same way as ordinary retail goods.
7. How to Request Support
Email [email protected] with your order ID, issue description and evidence. We aim to acknowledge within 2 business days.