Refunds and returns

These are research chemicals, and this store sells them on a final sale basis. What that does and does not cover is set out below.

These need no policy and no window. If any of the following happened, tell us and we will fix it.

• We sent the wrong product.
• Something was missing from the order.
• The vial arrived broken, cracked, or with a compromised seal.
• The batch on the vial does not match the certificate we sent you.

That last one is the whole reason this store publishes batch references at all. If the numbers do not line up, we want to know before you do anything else with it, and we would rather hear about it and be wrong than not hear about it.

For all four, we will replace the item or refund it, and we will cover the shipping either way.

These are research materials, not retail goods.

Once a vial has left our control and been opened, or once its seal has been broken, we have no way to know how it was stored, what it was exposed to, or whether it is still what the certificate says it is. Putting it back into stock would make every purity figure on this site meaningless, because the figure would no longer describe a chain we can account for.

So an opened vial is not resaleable, and we will not pretend otherwise to make a return easier.

An item that has left our hands cannot be returned to stock or sold again, so we do not take returns even where the seal is intact.

This store operates on a final sale basis. Several sellers in this category do. It is a legitimate position, but it has to be stated plainly and up front rather than discovered at the point someone wants a refund, so if that is the decision it will be written here in those words.

If your order has not been dispatched, tell us and we will cancel it and refund you in full. There is no charge for this and no window to miss, because nothing has moved yet.

Once a parcel is dispatched it cannot be cancelled, only handled through the sections above.

A refund goes back to the payment method you used. We cannot send it anywhere else, which is a rule of the payment system rather than a preference of ours.

A refund goes back the way the payment came in, and usually lands within five business days of us issuing it. That depends on the payment provider, and no payment provider is configured on this store yet.

• Anything used, opened, reconstituted or partly consumed, for the reason in the section above.
• A product that did not do what you hoped it would do. We publish no claims about what any compound does, so there is no promised outcome to fall short of. If a page on this site implied one, that is a defect in the page and we want it reported, but it is not grounds for a refund.
• A parcel refused, undeliverable, or held by an authority, where the cause was the information you gave us or a rule that applies where you are.
• Shipping already incurred, except where the fault was ours.

This one is ours.

If a published purity figure, laboratory name or batch reference is wrong, we correct it publicly, and we have already done so more than once. Where the corrected figure materially changes what you bought, tell us and we will treat it under the first section of this page.

We would rather find our own errors than have you find them, and a store that has never found an error in its own numbers has probably never looked.

Contact us through any route on the contact page, with your order number and, where it applies, photographs. You do not need to justify asking, and we do not need a form.

Write to us before you send anything back. We will tell you whether to send it and where to send it, and a parcel returned without that will not reach the right place. Do not send anything back until we have replied, or we may not be able to match it to your order.

Nothing on this page removes rights you have under Canadian consumer protection law, or under the consumer legislation of your province. Where those rights are wider than what is written here, they apply.

Terms and conditions govern the sale, shipping and delivery covers what happens before the parcel arrives, and the research use disclaimer is the condition every order is placed under.