Returns and refunds policy

This page restates the returns and refunds commitments made in the terms of sale, which remain the governing document for every order. If anything here appears to differ from the terms of sale, the terms of sale apply.

Damaged, wrong or missing items

Tell us within 48 hours of delivery, by email or through the contact page, with a photograph and the order reference. Where an item is damaged, incorrect or missing it will be replaced or refunded, at the buyer’s choice. If a parcel does not arrive at all, tell us and it will be traced with the carrier and then replaced or refunded.

Change of mind

Because these are temperature-sensitive research materials whose storage conditions cannot be verified once they have left our hands, materials that have been dispatched cannot be returned because a buyer has changed their mind. Nothing in this policy affects any right a consumer has under UK law that cannot lawfully be excluded.

Unpaid and declined orders

Placing an order takes no payment, so an order that goes unpaid is simply cancelled and the stock released — there is nothing to refund. Where an order is declined after payment, the payment is returned in full.

How refunds are made

Refunds are made in full for the item concerned. To arrange one, use the contact page and quote the order reference; refunds are agreed and confirmed in writing before anything is sent. Complaints go the same way and are read and answered by the owner directly.