Policies
Shipping & returns
Cold-chain packaging, tracked delivery and a clear policy when something goes wrong.
Delivery costs
Tracked UK delivery is £4.95 and free on orders over £150. International shipping is quoted on request and may require additional import documentation.
Dispatch times
Orders placed before 2pm on a working day are dispatched the same day. Orders placed at weekends or on bank holidays leave the next working day.
Packaging
Lyophilised vials are stable in transit and are shipped in insulated, shock-protected packaging. On arrival, refrigerate at 2–8°C away from light.
Damaged or missing items
Email us within 48 hours of delivery with your order number and photographs of the packaging and vials. We will replace affected items at no cost.
Returns
Because these are temperature-sensitive research materials, we cannot accept returns of opened vials. Unopened, unused vials may be returned within 14 days of delivery in their original packaging, provided cold-chain integrity was maintained.
Cancellations
Contact us as soon as possible. Orders that have not yet been dispatched can be cancelled and refunded in full.