Last updated: 19 October 2026
Our testing guarantee
You may arrange independent laboratory testing after delivery. If a supplied product fails to meet the specifications agreed in your order, we will issue a full refund and reimburse the testing fee. This is the same quality commitment shown on our homepage.
Please send the order or payment reference, product and batch details, the laboratory report and the testing invoice. Keep the remaining sample, labels and packaging while our team checks the case. We may ask the laboratory to clarify its method or results; this does not remove the guarantee.
Damaged, incorrect or incomplete deliveries
If products arrive damaged, the wrong product or quantity is supplied, or a seal is broken, contact Order Support as soon as you notice the issue. Send photos of the parcel, shipping label and affected items, together with your order reference.
Our team will check the evidence and arrange a refund or replacement for the affected goods. Do not return research materials until we provide return instructions. Where an issue is our responsibility, we cover any return or replacement shipping that we require.
Cancellation before dispatch
Contact Order Support immediately if you need to cancel. A standard order cancelled before dispatch is eligible for a full refund. If a made-to-order item has a different cancellation arrangement, we must explain it and obtain your agreement before you pay.
Once a parcel has been dispatched, we cannot promise to intercept it. Contact us so we can check the available options rather than refusing delivery without instructions.
Delayed or missing parcels
We use several international forwarding partners. Our support team checks the shipment with the relevant forwarder; you do not need to identify the carrier yourself. A tracking gap alone does not establish that a parcel is lost.
If a parcel is confirmed lost, or cannot be delivered because of an error on our side, our team will arrange a refund or replacement. Customs holds, address problems and other delivery exceptions are reviewed using the shipment record and the terms agreed for that order. We will explain the next step in writing.
Change-of-mind returns
Because research materials need controlled handling and traceability, we do not offer a general change-of-mind return service after dispatch. This does not exclude faulty or incorrect goods, our testing guarantee, or any rights that apply under mandatory law.
How refunds are handled
Once a refund is approved, we confirm the amount, payment route and expected processing date in writing. Refunds normally go back through the original payment method. If that is not possible, we agree a suitable alternative with you. Bank or payment-provider processing can add time.
Keep your order reference and our confirmation. Contact Order Support if an expected refund has not arrived. A refund request does not require you to open a new sales inquiry.
Which policy applies
This page is the detailed policy for returns, refunds and replacements. It should be read with the written specifications and delivery terms agreed for your order. It does not reduce our homepage testing guarantee or any mandatory customer rights. Changes published later do not retrospectively reduce an accepted order’s agreed protections.