Refund policy

Damaged or incorrect orders

If your order arrives damaged, or is not what you ordered, contact us within 7 days of delivery with your order number and photographs. We will replace it or refund it.

Unopened stock

Unopened, undamaged vials in their original sealed packaging may be returned within 14 days of delivery for a refund of the product value. Return shipping is the buyer’s responsibility unless the error was ours.

What we cannot accept back

For contamination reasons we cannot accept the return of any vial whose seal has been broken, or any product that has been stored outside the conditions stated on its lot certificate.

Refund timing

Approved refunds are issued to the original payment method. Your bank decides how quickly it appears, which is typically a few business days.

How to start a return

Email us with your order number and what went wrong. Do not send anything back before we have replied, or we may not be able to identify it. See the contact page.