Refund & Return Policy

Changed your mind. Unopened vials with the seal intact can come back within 14 days of delivery for a full refund of the product price. Message us first with your order number and we’ll send a prepaid label; the refund lands within five business days of the vials reaching us.

Damaged or arrived warm. If a vial is broken, the seal is compromised, or the gel packs were fully thawed and the box felt warm, send us a photo within 48 hours. We replace it at no cost — nothing to post back.

Wrong item. Our mistake, our fix: we ship the right vial immediately and collect the wrong one on us.

What we can’t take back. Opened or reconstituted vials, and vials more than 14 days past delivery, unless faulty. Shipping charges are non-refundable except where the return is our fault.

Lost in transit. If tracking stalls for more than five business days, tell us and we’ll reship or refund — you won’t have to chase the carrier.

How to start. Use the contact form with your order number and, where relevant, a photo. A real person replies within one business day.