Refund and Returns Policy
Introduction
This page explains how to cancel an order, report an issue, and request a return or refund. If something isn’t right with your order, contact us with your order number and we’ll guide you through the next steps.
Cancellations
Cancelling an order
If you need to cancel an order, contact us as soon as possible with your order number. Orders can be cancelled [RETURN / REFUND POLICY TO BE CONFIRMED]. Once an order has shipped: [RETURN / REFUND POLICY TO BE CONFIRMED]
Ohr cancellations
We may also cancel orders where required, for example if a research-use acknowledgement or account details can’t be confirmed.
Returns
Eligibility
[RETURN / REFUND POLICY TO BE CONFIRMED: whether returns are accepted, and under what conditions]
Window
[RETURN / REFUND POLICY TO BE CONFIRMED]
Non-returnable items
[RETURN / REFUND POLICY TO BE CONFIRMED]
Damaged or incorrect orders
If your order arrives damaged, or you received a different item than you ordered, contact us within [RETURN / REFUND POLICY TO BE CONFIRMED] of delivery. Please include your order number, the batch and lot numbers from the product label, a short description of the issue, and photos of the packaging and items. Please keep all items and packaging until we’ve reviewed your report.
Questions about documentation
If the batch or lot number on your product doesn’t match the documentation, or you have a question about a Certificate of Analysis, contact us with your order number and batch number. [DOCUMENTATION / QUALITY CONCERN PROCESS TO BE CONFIRMED]
Refunds
Eligibility
[RETURN / REFUND POLICY TO BE CONFIRMED]
Method
Approved refunds are issued to [RETURN / REFUND POLICY TO BE CONFIRMED: original payment method or store credit].
Timing
[RETURN / REFUND POLICY TO BE CONFIRMED] Once a refund is issued, the time it takes to appear on your statement depends on your payment provider.
Shipping costs
[RETURN / REFUND POLICY TO BE CONFIRMED: whether shipping costs are refunded, and who pays return shipping]
Restocking fees
[RETURN / REFUND POLICY TO BE CONFIRMED]
Replacements
[RETURN / REFUND POLICY TO BE CONFIRMED: whether replacements are offered, and when]
Return Process
How to request a return
Step 1
Contact us. Email [SUPPORT EMAIL] or use the contact form, selecting Order as your enquiry type. Include your order number and the reason for your request.
Step 2
Wait for instructions. We’ll review your request and reply with next steps. Please don’t send items back without confirmation from our team.
Step 3
Return the items. [RETURN / REFUND POLICY TO BE CONFIRMED: return address, packaging, shipping method]
Step 4
Review and resolution. [RETURN / REFUND POLICY TO BE CONFIRMED]
Contact
Need help with an order? Contact us with your order number and a short description of the issue. Our team can help with orders, returns, and documentation. We don’t provide guidance on the use of research materials.