Complaint & Abuse Reporting

Two different things

This page covers complaints — where we have done something badly and you want it put right — and abuse reports, where someone is using this store or our name for something it is not for. Both come to the same place, but they are handled differently.

How to send either one

Both go through the Contact page. The address to send them to, and a separate route for reports you would rather not send to the general inbox, will be published there before the store opens to orders.

You do not need an account, and for an abuse report you do not need to have bought anything. Nothing here is a form you have to fill in — a plain message with the details below is enough, and a report missing half of them is still worth sending.

Making a complaint

Send it through the Contact page with the order number, what went wrong, and what you would like done about it. Complaints about a specific order are easier to resolve with the batch code to hand.

Useful to include, where you have it:

• The order number, and the batch code from the vial label or packing note.
• What you expected, what actually happened, and when.
• Photographs, where the problem is something that can be seen.
• What you would like done — a replacement, a refund, or an explanation.

An acknowledgement time, a resolution time, and the role that owns complaints will be published here before the store opens to orders, together with what happens if a complaint is not resolved to your satisfaction.

Reporting misuse of this store

Tell us if you become aware that someone is:

• buying from this store other than for research purposes, or arranging for someone else to;
• reselling material bought here as though it were a consumer product;
• attaching claims to our material that we have never made;
• using our name, branding, or certificates to sell material that did not come from us;
• presenting a certificate as ours that we did not publish.

Reports can be made anonymously, and you do not need to be a customer to make one. Include whatever evidence you have — a listing, a screenshot, a batch code, a link. We investigate every report of this kind, because a forged certificate damages the one thing this store is built on.

We do not tell the subject of a report who made it. If you give us a way to reply we will use it only to ask you questions about the report and to tell you what came of it. If you would rather we did not reply at all, say so and we will not.

Reporting a certificate that does not match

If a published certificate does not match the material you received, or a verification link resolves to a report that differs from what we show, tell us immediately and quote the batch code. We would rather hear it from you and investigate than have it stand. This is urgent regardless of order value or of whether you want a refund.

What we do with a report

• Acknowledge it.
• Check the batch records and the laboratory's own copy of the certificate.
• Withdraw the affected lot from sale while it is being checked.
• Tell you what we found, unless the report was made anonymously with no way to reply.

Where a report suggests something unlawful, we may pass it to the relevant authority. Which authority that is for this business will be named here before the store opens to orders.

If we get it wrong

If you are not satisfied with how a complaint was handled, say so and ask for it to be escalated. You may also have a right to take the matter to a consumer body or regulator where you live. Any alternative dispute resolution scheme this business belongs to will be named here before the store opens to orders.