If something is wrong, tell us.

Damaged, missing or wrong items

Tell your sales representative as soon as you can after delivery, with your MDB reference, the lot number on the label and photos of the parcel and vials. Damaged in transit, wrong or missing items: we reship them.

Test it yourself. If it fails, you get a full refund.

Send any vial from your order to an independent laboratory of your choice. If the report shows the product does not meet the specification on its COA — purity below the stated minimum, or an identity that does not match — share the report with our sales team and we refund that product in full.

Every lot has its own COA with HPLC purity and MS identity, so the specification your laboratory checks against is the one printed on the COA of your lot.

Other quality problems

A quality problem with a product: we refund it in full, agreed with your sales representative.

Diluents and solutions are not returnable once shipped

Bacteriostatic water, sterile water, acetic acid water and other sterile liquids cannot be returned once they have left our hands. We cannot verify how a returned liquid was stored or whether its seal and sterility were compromised, so it can never be supplied to another lab. Transit damage on these items is still handled as a claim above, and an independent test that fails is refunded as described above.

Change of mind

Research materials that have left our control are not taken back for a change of mind. If you are unsure about a specification, ask before you pay — that is what the written quote is for.