What we always put right
- Wrong item shipped — replaced or refunded in full, and we cover return postage.
- Damaged on arrival — replaced or refunded in full.
- Lost in transit — replaced or refunded once the carrier confirms non-delivery.
- A batch that fails to match its Certificate of Analysis — refunded in full, and we want to hear about it.
What we cannot accept
We cannot accept the return of opened or unsealed compounds. Once material has left our custody we can no longer attest to how it was stored or handled, and reselling it would undermine the chain of custody that the whole COA promise rests on.
Unopened returns
Unopened, unused items in original packaging can be returned within 14 days of delivery for a refund less return shipping. Contact us first for a return authorisation — unannounced returns cannot be matched to an order.
How refunds are issued
Refunds go back to the original payment method. Once we issue one it typically appears within five to ten business days, depending on your bank. You will get an email confirming the amount when it is sent.
Cancellations
Email us as soon as possible with your order number. If the label has not been created we will cancel and refund in full. Once it has shipped, the returns policy above applies.