Returns

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Sealed vials

Because these are research materials whose integrity depends on unbroken cold chain and an intact seal, we cannot accept the return of a vial once it has left our control and been opened.

What we do replace

• A vial that arrives damaged, reported with photographs within 48 hours of delivery
• A lot code on the vial that does not match its published record
• A shipment that arrives outside its stated handling conditions

How to raise one

Contact us with the order number and the lot code. A replacement or refund is issued once the report is confirmed.

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