Policy
Refunds & returns
7-day returns on unopened items with the tamper seal intact. Refund to your original payment method, no restocking fee.
Last updated: 2 October 2026
Summary
| Return window | 7 days from the date of delivery |
|---|---|
| Condition | Unopened, unused, in original packaging with the tamper seal intact |
| Return method | By courier or post to the address we provide |
| Return shipping | Paid by the customer, except for wrong, damaged or defective items (paid by us) |
| Restocking fee | None |
| Refund method | Original payment method |
| Refund timing | Within 10 business days of us receiving the return |
1. Returning an item you no longer need
You may return any item within 7 days of delivery for a refund, provided it is unopened and unused, in its original packaging, with the tamper seal intact. Because our products are temperature-sensitive research materials, we cannot accept returns of items whose seal has been broken or that have been opened, as their integrity can no longer be verified. This does not affect your rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
For change-of-mind returns the customer pays the cost of return shipping. The original outbound shipping charge is not refunded unless the whole order is returned within the cooling-off period described below.
2. Wrong, damaged or defective items
If you receive the wrong item, or an item arrives damaged, with a broken seal, or defective, email us within 48 hours of delivery where possible (and in any case within 7 days) with your order number and photos of the item and packaging. We will arrange collection or a prepaid return at our cost and, at your choice, send a replacement or refund you in full, including the original shipping charge.
3. Cooling-off period (ECTA)
Under section 44 of the Electronic Communications and Transactions Act you may cancel an online purchase within 7 days of receiving the goods without reason or penalty. The only charge is the direct cost of returning the goods. Items must be returned unopened with the tamper seal intact so that they can be verified.
4. How to start a return
- Email [email protected] within 7 days of delivery with your order number, the item(s) you are returning and the reason.
- We reply within one business day with a return reference and the return address.
- Pack the unopened item securely, write the return reference on the parcel and send it by courier or post. Keep your proof of postage and tracking number.
- When the return arrives we inspect it and email you to confirm the refund or replacement.
5. Refunds
Approved refunds are made to your original payment method within 10 business days of us receiving the return. Card payments are refunded to the same card. There is no restocking fee. Your bank may take a few additional days to show the refund.
6. Cancelling an order before dispatch
You can cancel any order before it is dispatched by emailing us. Paid orders cancelled before dispatch are refunded in full, including shipping, to the original payment method.
7. Orders we cancel
Under our research-use-only policy we may cancel an order before dispatch where the research-use declaration appears to be untrue. Any amount paid is refunded in full to the original payment method.
Contact
Returns and refunds: [email protected]. More ways to reach us are on our contact page. See also our shipping policy.
Research use only
For laboratory research use only. Not for human or veterinary use, diagnosis, treatment or any clinical application. This product is not a medicine, food, dietary supplement or cosmetic, and no medical, therapeutic or performance claims are made or implied. Sold only to purchasers aged 18+ for laboratory research. Read our research-use policy.
For laboratory research use only. Not for human or veterinary use, diagnosis, treatment or any clinical application.