Ships: within 1 business day
To continue you confirm that you are qualified research professional aged 21 or older.
Sealed, unopened items can be returned within 30 days of delivery for a refund of the price paid. The item has to come back with its seal and labelling intact, including the batch code, which is the only way we can tell what we are receiving.
Once a seal is broken we cannot accept the item back. This is not a restocking preference: the whole basis on which this store operates is that every vial is traceable to a batch and its certificate, and once a vial has been out of our custody and opened, we can no longer certify its contents to the next purchaser. Reselling it would make the certificate a lie.
An item that arrives damaged, is short, is not what was ordered, or does not match the paperwork it shipped with is not a return — it is our error, and it is handled as one. Tell us within 7 days of delivery through the Contact page, with the order number and the batch code. We will replace it or refund it in full, including carriage, and we will not ask you to pay to send it back.
For damage or a short shipment we need photographs, because the carrier's claim rests on them and they are not something we can take ourselves. Please photograph all of the following before anything is thrown away:
The same applies if a published certificate turns out not to match the batch you received. We would want to know about that urgently, whatever you decide about the order itself.
Contact us first with the order number and the batch code, and wait for return instructions before sending anything. Material returned without notice can arrive without us knowing what it is or where it has been, and we cannot refund what we cannot identify.
For a change-of-mind return of a sealed item, you do. Where the fault is ours, we do. Where the law where you live requires the seller to bear return costs on a distance sale regardless of fault, that law applies rather than this paragraph.
An order can be cancelled at any time before the parcel is handed to the carrier. Dispatched means physically handed over — not a status change on the order, and not a label being printed. Ask through the Contact page, quoting the order number, and wait for us to confirm the cancellation — a message we have not answered yet is not a cancellation, and an order can leave the building while it is still unread.
Once an order has been handed to the carrier it can no longer be cancelled. From that point it is a return, on the terms set out above, and the conditions on seals, batch codes and carriage apply to it.
How long an order stays cancellable therefore depends on when it is picked and packed. An order placed before the day's cut-off is dispatched the same business day, so the window can be a short one; the cut-off is on the Shipping Policy page.
There is no charge for cancelling. An order cancelled before dispatch is refunded in full, including any carriage charged, to the original payment method.
Refunds go back to the original payment method. We check a returned item within 2 business days of receiving it, and once a refund is approved we issue it within 5 business days — or straight away, where the fault was ours and no return is needed.
Issuing it is where our part ends. How long the money then takes to appear on your statement is a matter for your bank, and it is often longer than the refund itself took.
Come to us before you go to your bank. Almost everything a chargeback is raised over — a charge you do not recognise, an order that has not arrived, an item that is not what you ordered — we can settle ourselves, and settle it in full. A dispute raised with the card issuer has to run its course first, and it ends with the issuer deciding rather than with us putting the order right.
If it is the charge itself you do not recognise, statements show purchases from this store as IRIS TRADING LLC, not as the store name. Contact us with the date and the last four digits of the card and we will confirm what the charge was.
Where a dispute is raised anyway, we answer it. While it is open the charge is in the issuer's hands rather than ours, and we cannot refund it separately without crediting you twice — but we will still deal with the order itself in the meantime. Where the charge is disputed over something that is our error, we say so to the issuer rather than contest it, and the outcome is the refund this policy already sets out, reached more slowly.
The evidence we supply is the record the order already carries. No order can be placed on this store until the purchaser has confirmed, before browsing the catalogue, that the material is bought for research purposes and will not be used in humans or to treat an animal, and until they have accepted the Privacy Policy, the Terms of Sale and this policy by name at checkout and declared their field of qualified research. The order stores the exact wording that was on the screen for each of those and the moment it was confirmed.
Alongside it we hold the order and what was in it, the addresses given, the carrier's tracking record from dispatch through to delivery, and the correspondence about the order. None of it is held back for disputes. It is what every order on this store carries, because a store selling research material has to be able to say, order by order, what the purchaser declared and what they were shown when they declared it.
Nothing in this policy limits a statutory right you have that cannot be excluded by agreement.