Do not return items without contacting us first
All returns require prior authorisation. Parcels sent back without a return authorisation reference cannot be accepted or processed. Contact us via the Contact page with your order number before posting anything back.
Eligible for Return
- Unopened products in original sealed condition returned within 14 days of delivery
- Incorrect item sent (wrong compound or quantity)
- Product arrived damaged due to transit
- Vial seal visibly compromised on arrival
Not Eligible for Return
- Opened vials, regardless of the reason
- Products where the stopper or seal has been pierced or removed
- Products damaged after delivery due to improper customer storage
- Orders where the customer provided an incorrect delivery address
- Orders refused or seized by customs in the customer's jurisdiction
- Original shipping costs (except where the return is due to our error)
- Bacteriostatic water vials once opened
How to Return an Item
Follow these steps to request a return or refund
Contact us first
Submit a return request via our Contact page before sending anything back. Include your order number and reason for return. Unauthorised returns cannot be processed.
Receive return authorisation
We will review your request and respond within 1 to 2 business days. If approved, we will provide a return authorisation reference and our returns address.
Post the item back
Pack the item securely and post using a tracked service. Return postage is the customer's responsibility unless the return is due to our error or a defective product.
Inspection and refund
Once we receive and inspect the returned item, we will process your refund within 5 to 10 business days to the original payment method.
Damaged or Incorrect Items
If your order arrives damaged or you receive an incorrect item, contact us within 48 hours of delivery. Include your order number, a description of the issue, and clear photographs of the outer packaging and the affected vials.
Where damage is confirmed as occurring in transit, we will arrange a replacement or issue a full refund at our discretion. We do not require you to return damaged items in most cases.
Claims submitted more than 48 hours after confirmed delivery may not be accepted, as it becomes difficult to establish whether damage occurred in transit or during subsequent storage.
Lost Parcels
If your tracked order has not arrived within 5 business days of your dispatch notification, contact us and we will open an investigation with Royal Mail.
Royal Mail considers a parcel lost after 10 business days from the date of posting. We cannot issue a replacement or refund until Royal Mail has concluded their investigation and confirmed the parcel as lost. This process can take up to 10 business days from the date of the investigation.
If tracking shows "Delivered" but you have not received the parcel, check with neighbours and any safe places around your property first. If still not located, contact us within 5 days of the delivery scan. Royal Mail may require a signed declaration from you before processing the claim.
For untracked services (Royal Mail 2nd Class or 1st Class), please allow 10 business days from dispatch before reporting a parcel as missing. Untracked claims carry limited compensation and require Royal Mail to investigate before we can take further action.
Refund Processing
Approved refunds are processed to the original payment method used at checkout. We do not issue refunds by alternative methods such as bank transfer or store credit.
Once a refund is approved and processed on our side, it typically takes 5 to 10 business days to appear in your account, depending on your card issuer or bank. We will send a confirmation email when the refund has been processed.
Partial refunds may be issued where only part of an order is affected or where a return is approved for some items but not others. Original shipping costs are refunded only where the return is the result of our error or a confirmed quality issue.
Order Cancellations
Orders can be cancelled before dispatch for a full refund. Contact us as quickly as possible via the Contact page with your order number. Once a dispatch confirmation has been sent, we are unable to cancel the order and you would need to follow the standard returns process once the parcel arrives.
We dispatch orders the next business day after payment is confirmed. If you need to cancel, contact us on the same day or as early as possible on the following morning.
UK Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. If a product is faulty or not as described, you are entitled to a remedy regardless of our returns policy. Contact us if you believe this applies to your order.
Need to request a return or refund?
Contact us with your order number before sending anything back. We respond to all return and refund requests within 1 to 2 business days.
Contact Us