Returns
If it is wrong, we fix it.
Sealed vials of research material cannot be restocked once they are opened, so this policy is narrower than a clothing shop’s and plainer about it. What it covers, it covers without argument.
14 days to report a fault · 30 days for a parcel that never came
What we put right
Tell us within 14 days of delivery and we will replace the order or refund it — your choice, not ours. A parcel that never arrives has 30 days from the day it shipped.
- It arrived damaged
- A broken vial, a failed seal, a crushed carton. Photograph it before anything else — the picture is what settles it, and it takes a minute.
- It is not what you ordered
- The compound, the size or the quantity does not match your order. Quote the reference from your confirmation and we will correct it.
- It never arrived
- Tracking shows no delivery, or shows delivery to somewhere that is not you. We will trace it with the carrier and replace or refund it.
- The certificate does not match the vial
- The lot on the label and the lot on the document should agree. If they do not, we want to know before you use the material, and so does the laboratory.
What we cannot take back
- Opened or reconstituted vials
- Once a seal is broken the vial cannot be sold to anyone else, and nothing about its contents can be certified afterwards. This is the whole of the exclusion and it is not negotiable.
- Change of mind after dispatch
- Before dispatch, cancelling is free and immediate — see below. After it, a sealed vial has travelled through the post at ambient temperature and we cannot put it back on the shelf.
- Ordinary carrier delay
- A parcel that is late and then arrives intact is not a faulty order. If it has not arrived at all, that is the third case above and it is covered.
- Storage after delivery
- Every product page states the temperature its material is kept at. Once a parcel is in your hands, how it is stored is out of ours.
Before it ships, just say so
Every order is matched to its transfer by hand and confirmed with you before it leaves. Until that has happened, cancelling takes one message and there is nothing to return and nothing to pay. Orders confirmed before 2:00 PM ET go out the same working day, so the window is short — but while it is open it is absolute.
If your transfer has already reached us, the refund follows the route below.
How a refund reaches you
- 01
Write, with the reference
Send your order reference — it begins NVE- and is on your confirmation — and a line about what is wrong. Photographs for anything damaged. - 02
We answer, usually the same working day
Most cases are settled from the photograph and the reference. We will not send you round a form. - 03
Send nothing back unless we ask
Returning a damaged vial tells us nothing a photograph has not already, and postage on research material is not free. Where a return is genuinely needed, we arrange it and we pay for it. - 04
The money goes back by Interac e-Transfer
To the address the order was placed from, for the full amount paid, including any shipping you were charged. There is no restocking fee and never has been. Transfers are sent by hand, so allow a business day for it to appear.
Two things this policy does not do
It does not take the place of your rights under Canadian consumer law, which apply whatever is written here.
And it says nothing about what the material is for. Everything sold here is supplied as a laboratory research chemical, not for human or veterinary use, and a return is a question about goods rather than about their use.