Policies
Shipping, returns and guarantees
Clear terms on delivery, returns and what our guarantee does and does not cover.
Shipping
Orders placed before 15:00 CET on working days are dispatched the same day from within the European Union. Standard tracked delivery takes 2–5 working days; express options are shown at checkout. Shipping is free on orders over €100.
Returns
Unopened items in original packaging can be returned within 14 days of delivery. Opened vials cannot be returned for material-integrity reasons. Contact support before sending anything back so the return can be registered against your order.
Order guarantee
If an order does not arrive within 21 days of dispatch, or arrives incomplete, it is reshipped or refunded. We do not make claims about experimental outcomes — the guarantee covers delivery and order accuracy only.
Damaged shipment procedure
Photograph the outer packaging and the affected vials before handling further, and send the images to support within 48 hours of delivery. Replacement or refund is issued once the images have been reviewed.
Batch documentation
Every order references the batch identifiers supplied. Documentation status for those batches can be checked at any time through the batch lookup on the Lab Testing page.
Customer support
Support answers within one working day. We can confirm order status, batch documentation status and returns — we cannot provide application, preparation or usage guidance.