Shipping & Returns
Shipping
- Order and pay before 17:00 Monday to Friday and it goes out the same day.
- Anything after that cut-off goes out the next working day.
- Free Royal Mail 1st class tracked on UK orders.
- We post to UK addresses once payment has cleared. The outside of the box gives nothing away, and everything inside is packed so it survives the journey.
Returns
Changed your mind? Tell us.
We would much rather fix a problem than argue about one. If your order is not right, get in touch and we will sort it out.
You have 14 days from the day your order arrives to change your mind about sealed research materials, and you do not need to give us a reason. Raise a query on the contact form with your order details, we will get in touch with what to do next, and the money goes back to your original Pay by Bank payment once the goods reach us.
Talk to a person
Send us the details on the contact form and someone here will get back to you.
14 days from delivery
Cancel a sealed order without giving a reason. The clock starts the day it turns up.
Money back
We refund within 14 days of the return reaching us, to the account you paid from.
How it works
Fill in the contact form with your order number, what you bought, and what you would like us to do. We will come back to you with the return address and the steps, so please hang on to the parcel until you hear from us.
The vial itself has to be unopened with its seal or cap intact, so an untouched outer box on its own is not enough. Postage for sending it back is down to you.
UK orders currently ship with free tracked postage, so there is no outbound delivery charge to give back. If you did pay for delivery, a valid cancellation refunds the item and that delivery charge.
Once a vial seal is broken we cannot take it back. Unsealed goods like this are excluded from the statutory cancellation right on hygiene and health-protection grounds. Damaged, wrong, or missing parcels are a separate matter, and you can report those at any time.
Damaged, wrong, or lost parcels
If something arrived broken, we sent the wrong thing, or the parcel never showed up, raise it on the contact form with your order number and what happened. Photos help if there is damage. There is no 14-day limit on any of that, and it does not matter whether the vial is still sealed.