Returns
Returns & refunds.
Operated under Dutch / EU consumer law with research-chemical exemptions that every legitimate lab supply operates under. Your rights, our obligations, the concrete process.
Eligibility matrix
What qualifies — and what is legally excluded.
The 14-day EU distance-selling right of withdrawal applies with specific carveouts for research chemicals. Read the matrix before you order.
Eligible · 1
Damaged on arrival
Photograph the outer carton, cold-pack and affected vial. Email us within 48 hours of delivery with your Order reference. We replace or refund; damaged items are not returned to us.
Eligible · 2
Off-spec vs COA
If your in-house verification indicates material deviates materially from the signed COA shipped with the batch, contact us with documentation. We investigate against our archived batch record and replace or refund if the delta is confirmed.
Eligible · 3
Sealed in-stock items · 14-day withdrawal
Consumers in the EU may withdraw within 14 days of delivery, provided the item is (a) an in-stock product (not fresh-batch), (b) unopened with tamper-evident seal intact, and (c) returned in original packaging in resaleable condition. Cost of return shipping is payable by you.
Excluded · A
Fresh-batch Orders
Compounds produced specifically for your Order fall under article 6:230p sub f Dutch Civil Code (goods made to consumer specification) and are explicitly exempt from the 14-day withdrawal right. By placing a fresh-batch Order you expressly acknowledge this at checkout.
Excluded · B
Opened / seal broken
Once the tamper-evident seal is broken, the item falls under article 6:230p sub g Dutch Civil Code (sealed goods unsuitable for return for health / hygiene / research-integrity reasons) and cannot be returned. This is standard across regulated research supply.
Excluded · C
Change of mind after dispatch
For fresh-batch Orders, once production has started (typically within 24h of payment) we cannot cancel. For in-stock Orders, cancellation is possible only before the parcel is handed to the carrier.
Your legal basis
Why these carveouts are legitimate.
The 14-day right of withdrawal in Dutch / EU distance-selling law is a baseline protection for Consumers. The same law (article 6:230p Dutch Civil Code, implementing EU Directive 2011/83) explicitly lists exceptions to that right. Two of those exceptions apply directly to research chemicals:
- Made-to-consumer-specification (sub f) — covers fresh-batch Orders produced specifically for you.
- Sealed goods unsuitable for return (sub g) — covers any opened vial, because integrity and research-chain-of-custody cannot be verified once the seal is broken.
We flag both exemptions clearly at checkout and you must actively acknowledge the fresh-batch exemption before the Order can be placed.
Process
How a return works.
Step 1
Email support
Send your order reference, the compound and variant involved, and photos if the packaging arrived damaged.
Step 2
We confirm + ship label
If eligible, you receive a return shipping label and instructions within one business day. Damaged-on-arrival claims skip this step.
Step 3
Refund or replace
Refunds go to the original payment method within 3 to 5 business days after we receive the returned item. Replacements ship as a new order.
Questions?