01
Returns & exchanges
No returns
No exchanges
No refunds except Section 2
02
Damages, defects, or wrong items
We guarantee the integrity of products upon dispatch. Please inspect your order immediately upon delivery. To be eligible for a resolution, you must report issues within 48 hours of delivery.
Issues covered
Items damaged during transit
Items defective on arrival
Wrong item received
Missing item(s)
03
What we need from you
To help us evaluate and resolve the issue quickly, please email us with the following:
1
Your order number
2
A clear description of the issue
3
Photos of: the outer shipping box (including any visible damage), the shipping label, the product(s) received, and the internal packaging / insulation
4
Optional but recommended: an unboxing video from the moment the package is opened — this helps with fast approval for transit damage claims
If the courier delivered the package in damaged condition, please also note any delivery remarks shown in the courier tracking (if available).
04
Resolution options
If we confirm a fulfillment error or verified shipping damage, we will provide one of the following at our discretion:
Preferred
Replacement shipment
Where stock allows, we will resend the affected item(s) at no charge.
Alternative
Full refund
Refunded to the original payment method if replacement is not possible.
We do not offer refunds for
Delays caused by the courier or events outside our control
Issues resulting from incorrect or incomplete address details
Unattended deliveries, refusal of delivery, or failed delivery attempts that may compromise temperature integrity
05
Refund processing timeline
Approval
We will notify you by email once your refund is approved.
Processing
Refund is issued to your original payment method upon approval.
Bank posting
Please allow up to 10 business days for your bank or card issuer to post the refund.
06
Cancellations
We fulfill orders quickly to support next-day delivery. You may cancel only if your order has not yet been fulfilled.
Once a shipping label has been created, or the package has been handed to the courier, the order cannot be cancelled or refunded.
07
Questions before ordering
If you have questions about a product's specifications, storage, or handling requirements, please contact us before placing your order. We are happy to help ensure you are selecting the right product for your research needs.