Refund Policy

Overview

We want you to be completely satisfied with the quality and specification of your SYNTHEXA™ research compounds. If for any reason you are not satisfied, we offer a straightforward returns process for eligible items.

1. Eligible Returns

You may return items within 14 calendar days of delivery if:

• The vial is unopened and in its original sealed condition
• The packaging is undamaged and in resaleable condition
• The product has been stored correctly (2–8°C) since receipt
• You have proof of purchase (order confirmation email)

2. Non-Returnable Items

The following items cannot be returned for safety reasons:

• Opened vials (seal broken)
• Reconstituted (already mixed with water) compounds
• Items returned after 14 days of delivery
• Items not in their original condition or with damaged packaging
• Items purchased as part of a promotional bundle (unless the entire bundle is returned)

3. Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with:

• Your order number
• A photograph of the item and packaging
• A description of the issue

We will replace the item at no cost or issue a full refund — your choice. You will not be required to return damaged goods.

4. How to Return

1. Contact us via our contact page within 14 days of delivery
2. Include your order number and reason for return
3. We will issue a prepaid return shipping label within 2 business days
4. Pack the items securely (cold packs are not required for returns)
5. Drop off the parcel at the designated carrier location

5. Refund Processing

Once we receive and inspect the returned items (typically within 3–5 business days), we will issue a refund to your original payment method. Refund processing time depends on your bank or card issuer — typically 3–10 business days after we process the refund.

We will refund the full product price. Original shipping costs are non-refundable unless the return is due to our error.

6. Cancellations

Orders may be cancelled within 2 hours of placement, before they enter our fulfilment queue. To cancel, contact us immediately with your order number. Once an order has been dispatched, it cannot be cancelled — please use the returns process instead.

7. EU Consumer Rights

If you are an EU consumer, you have the statutory right to withdraw from a distance purchase within 14 days without giving a reason, in accordance with Directive 2011/83/EU. However, for health and safety reasons, this right does not apply to opened or unsealed products where the seal has been broken. Our policy above reflects these statutory rights.

8. Contact

For return requests or any questions, please contact our team. We aim to respond within 24 hours on business days.