Refund & return policy
Last updated: June 2026
No returns or refunds after dispatch
Due to the nature of the products we sell — sealed research compounds whose integrity, purity, and chain of custody cannot be verified once they leave our control — we cannot accept returns or action refunds once a package has left our facilities. This protects every researcher who orders from us: no product that has left our facility is ever restocked or resold.
Orders cancelled before dispatch are refunded in full. Contact [email protected] as soon as possible with your order number — once a shipping label has been created and the parcel has been handed to the carrier, the order can no longer be cancelled.
Damaged, incorrect, or missing items
If your order arrives damaged, contains the wrong items, or items are missing, contact us within 7 days of delivery with your order number and clear photos of the parcel and contents. Verified cases are resolved with a replacement shipment or account credit at our discretion. This does not affect any rights that mandatorily apply under Dutch or EU law.
Lost or undelivered parcels
If tracking shows no movement or no delivery within a reasonable period, contact us and we will open an investigation with the carrier. Parcels confirmed lost by the carrier are replaced or credited. Parcels shown as delivered to the address provided at checkout are considered fulfilled — please double-check your shipping address before placing an order.
Your local regulations are your responsibility
It is the customer's sole obligation to verify, before ordering, that the purchase, import, and possession of the ordered compounds is permitted under the laws and regulations of their country, region, and institution. We do not refund orders that are:
- Seized, held, or destroyed by customs or other authorities,
- Refused on delivery,
- Returned to us because the destination prohibits the goods or the recipient was unavailable.
If you are unsure about the status of a compound in your jurisdiction, check with the relevant authority before checking out.
Refused or rejected orders
We reserve the right to refuse or cancel any order prior to dispatch — for example where we suspect the products are not intended for legitimate research use. Such orders are refunded in full.
How refunds are paid
Approved refunds are returned via the original payment method: SEPA transfers back to the originating bank account; Bitcoin or Litecoin payments to a payout address you provide (settled at the EUR amount of the original order). Refunds are processed within 5 business days of approval.
Questions
Anything unclear? Contact [email protected] with your order number — see also our terms of service and shipping information.