Returns policy

In short

• Sealed, unopened items can be returned within 14 days of delivery.
• We send you a prepaid return label, so returns cost you nothing.
• Damaged, lost or wrong items are always replaced or refunded.

How to return an item

Within 14 days of delivery, message us on WhatsApp or email us with your order number and the items you want to return. We reply with a prepaid return label. Pack the items securely in their original packaging and send them back with the label.

Once the parcel arrives and we have checked that each seal is intact, we refund you.

Why opened items can't be returned

Research materials are sealed to protect their quality and integrity. Once a seal is broken we can no longer vouch for the material or offer it to anyone else, so only sealed, unopened items can be returned. UK law allows this for sealed goods that are unsealed after delivery.

Damaged, lost or wrong items

If something arrives damaged, if we sent the wrong item, or if your parcel doesn't arrive, tell us within 14 days of delivery (or of the latest delivery date we gave you). For a damaged item, a photo helps. We replace the item or refund you at no cost, and you don't need to send a damaged item back unless we ask.

Refunds

We refund within 14 days of receiving your return, to the payment method you used:

• Bank transfer: back to the account the payment came from. We may ask you to confirm the account details.
• Crypto: in the same cryptocurrency to an address you give us, for the amount you paid in pounds or dollars, converted on the day of the refund.
• Reward points you used on the order come back to your account, and points the order earned are removed.

Cancelling an order

An unpaid order closes by itself after 7 days, so you don't need to do anything. If you have paid and your order hasn't shipped yet, contact us and we cancel it and refund you in full.

Your statutory rights

This policy doesn't affect your statutory rights. If you have a question about a return, contact us.