Unopened and unused items
Contact us within 14 days of delivery and we will authorise a return of unopened, undamaged vials in their original packaging. Once the return is inspected we refund the goods value. Return postage is at your cost unless the fault is ours.
Opened, reconstituted or temperature-abused items
For safety and integrity reasons we cannot accept returns of vials that have been opened, reconstituted, or stored outside the documented conditions. This does not affect your statutory rights where goods are faulty.
Damaged or incorrect deliveries
- Report damage or shortages within 48 hours of delivery
- Send photographs of the outer packaging, gel packs and vials
- We will replace or refund in full, including postage, once verified
Cancelling an order
If your order has not yet been dispatched, email us and we will cancel and refund immediately. Once a tracking number has been generated the return process above applies.