Returns, cancellations and refunds.

1. Cancelling before dispatch

Cancel any order before it ships, for any reason, by emailing your order number. You receive a full refund, including delivery, within 14 days.

2. The 14-day cancellation right

Consumers may cancel within 14 days of receiving the goods without giving a reason. Tell us before the window closes and return the goods within 14 days of that notice. You pay return postage (we recommend a tracked service) and remain responsible for the goods until they reach us. The refund covers the price and basic outbound delivery, issued within 14 days of receiving the goods or proof of postage, whichever is first.

3. The sealed goods exception

The 14-day right does not apply to any vial with a broken tamper seal, for health protection and hygiene reasons. Once a seal is broken the vial cannot be returned, exchanged or refunded unless it is faulty or not as described. In multi-vial orders this applies to each vial separately.

4. Faulty, damaged or incorrect goods

• Your rights under the Consumer Rights Act 2015 are unaffected.
• Within 30 days of delivery you may reject the goods for a full refund.
• After 30 days you are entitled to a repair or replacement, or a refund if that is not possible within a reasonable time.
• Report transit damage within 48 hours of delivery, or any other fault as soon as you notice it, with your order number, a description and photos of the outer packaging (with label), inner packaging and affected items.
• Confirmed faults: we pay return postage and offer a full refund or replacement, at your choice.

5. Lost or undelivered orders

If a tracked order has not arrived within 10 working days of dispatch, contact us. A confirmed loss is reshipped free of charge or refunded in full.

6. Refund method

Refunds are made by bank transfer to the original payment account, or to an account you nominate in writing. No restocking or administration fees apply.

7. Trade and wholesale orders

This policy covers consumers only. Trade customers are governed by the Wholesale Terms of Supply.