No forms, no “case teams”. Message us on or email [email protected] and our team sorts it. Here's exactly what applies when.
Cancelling an order
If your order hasn't shipped, message us on or email [email protected] before it ships and we cancel it for a full refund. Refunds land in the original payment method within 48 hours.
Standard 30-day returns
You can return any unopened, undamaged kit within 30 days of delivery for a refund (less the £3.95 returns label). Message us on or email [email protected] for a returns label.
Damaged or lost in transit
- Damaged on arrival — contact us within 48 hours of delivery with photos of the outer carton, inner box and the damage. We replace the kit at our cost.
- Lost by the courier — once Royal Mail confirms the loss, we reship or refund. Your choice.
What we can't refund
- Kits where the hologram or tamper seal is broken.
- Kits stored outside the labelled temperature range.
- Misuse outside of in-vitro research is not covered (products are not for human use).
Questions about testing
Every batch is HPLC-MS quality-controlled by the manufacturer before release, with independent third-party verification in progress. If you want to see the results — before or after ordering — message us on or email [email protected] and we'll send them.