Refund Policy
Damages, shortages, discrepancies and credit, for trade accounts.
Visible damage: before you sign
Where a delivery arrives on a pallet or as multiple cases, note any visible damage on the carrier's delivery receipt before signing it. A receipt signed clean is difficult to reopen afterwards, whatever the cartons turn out to contain.
Photograph the pallet or cartons in place, before they are broken down.
Concealed damage and shortages: 7 business days
Damage found on opening, and any shortage against the packing slip, should reach your account channel within 7 business days of delivery with the order number, the affected lot numbers and photographs.
Count against the packing slip rather than against the order. Where a line has been substituted — a different presentation of the same compound, for example — the slip is what records it.
Inspect before you open
Once a vial is pierced or reconstituted, the evidence of how it arrived is gone and a claim becomes considerably harder to make on your behalf.
Our arrival inspection guide sets out what a sound vial looks like and what a compromised one looks like: /legal/arrival-inspection
What we will do
Agreed damages, shortages and discrepancies are settled by credit note against your next invoice, or by replacement in the next scheduled dispatch, at our option. Replacement is the usual course where the line is in stock.
We do not require damaged material to be returned. Photographs of sealed vials are the evidence we work from, and moving compromised material a second time serves nobody.
What cannot be returned
Research materials that have been opened, pierced or reconstituted cannot be returned once delivered, except where the law requires otherwise. This applies equally to white-label and dropship lots.
White-label runs are produced to your specification against a committed quantity and are not returnable on change of mind. Faults in production are a separate matter and are handled under this policy.
Carrier loss and transit damage
Title and risk of loss pass on delivery to the carrier, as set out in our Terms of Sale. Where goods are lost or damaged in transit the remedy above is a service commitment we choose to offer rather than an obligation this policy creates.
Freight and shipping charges are not credited except where an order is cancelled before dispatch.
Questions about wholesale terms or verification? Open an account and we'll follow up directly.