The short version
Unopened, we take it back within 14 days. Opened or reconstituted, we cannot — not to be difficult, but because we cannot verify how it was stored once it leaves our control, and re-selling it would be dishonest.
Right of withdrawal
EU consumers may withdraw from a purchase within 14 days of delivery. Tell us by email within that window, return the goods unopened and in original packaging, and we refund the purchase price within 14 days of receiving them. Return shipping is yours unless the goods were faulty or wrongly sent.
What we cannot accept back
- Vials whose seal has been broken or which have been reconstituted
- Products damaged by storage outside the stated conditions after delivery
- Bacteriostatic water and consumables once opened, on hygiene grounds
Wrong, damaged or missing
Contact us within 7 days of delivery with your order number and a photograph of the item and its packaging. If we sent the wrong thing or it arrived damaged, we replace it or refund it in full, including shipping, and we pay the return cost.
Material that fails specification
If independent analysis shows a batch does not match its stated identity or purity, send us the report. If it stands up, we refund the order in full and recall the batch.
How refunds are paid
Always to the original payment method, within 14 days of us receiving the return or agreeing the claim.