30-day quality guarantee
Damaged on arrival, out-of-spec, or COA mismatch — we replace or refund within 30 days. Reference standards are not returnable for any other reason once shipped (cold-chain integrity cannot be re-verified). All claims require photographs within 24–48 hours of delivery.
If your independent re-test of the lot disagrees with the third-party HPLC-MS Certificate of Analysis we shipped with it, we replace the vial or refund the line at no cost.
Every vial is butyl-stoppered and crimp-sealed. If the seal is broken, the vial is cracked, or the lyophilizate is wet on arrival, we replace the unit on the next dispatch run.
Email a photo of the vial and your retest data within 24–48 hours of delivery and we will resolve the claim within two business days.
How to file a claim
- Note your order ID (sent in the confirmation email).
- Take a clear photo of the vial label and any visible issue within 24–48 hours of delivery.
- If the claim is about purity, attach a short summary of your independent re-test.
- Send all of the above through the contact form within 30 days of dispatch — pick the “Order status” subject and include your order ID.
All sales are for in-vitro research only. The guarantee covers the supplied reference material itself; it does not cover downstream experimental outcomes, which depend on your assay design. Reference standards are otherwise non-returnable once shipped because the cold chain cannot be re-verified after delivery.