Last updated: November 5, 2026
Final sales and order changes
Once payment is confirmed, orders are final. We do not offer cancellations, changes or voluntary returns after that point. This applies to research products, laboratory supplies and finished skincare, subject to the exceptions below and mandatory legal rights.
Report a product or delivery problem
Report a manufacturing defect or damage present before dispatch within 72 hours of delivery. Include your order number, a description of the issue, and clear photographs of the item and packaging.
For visible damage during transit, contact us within the same 72-hour period and keep the shipping box, labels and contents. We will assess the evidence and coordinate a carrier review where appropriate. Reporting damage does not automatically guarantee a replacement or refund.
If you received the wrong item or believe an item is missing, contact us promptly so we can compare the parcel with your order. Do not use an affected item or send anything back until we provide instructions.
How a request is resolved
Mistaken orders, unsuitable storage, mishandling and dissatisfaction alone do not qualify for a voluntary return. We review reported defects and delivery problems individually and explain the outcome, including any replacement, refund or further information needed. If a refund is due, we will confirm its amount and method.
The 72-hour request helps us document an issue promptly; it does not remove rights that apply by law. Final-sale wording does not exclude mandatory remedies for defective, misdescribed or undelivered goods. Contact us even if you discover a problem later.
Questions or requests: [email protected]
