Information & support

Returns and refunds

The policy is based on one principle: only sealed, traceable material can return to inventory.

Eligible materials

A sealed vial with an intact batch label, within 14 calendar days of delivery.
Material damaged in transport, reported within 24 hours with photographic evidence.
Material with a documented discrepancy from its batch certificate of analysis.

Ineligible materials

Opened, punctured or reconstituted vials.
Materials with a removed or unreadable batch label.
Laboratory supplies whose sterile packaging has been opened.

Procedure

Submit a written request through WhatsApp at +526626739898 with the order and batch numbers. A return shipping label is issued. Once the material’s integrity has been checked, a refund is processed through the original payment method within 10 business days.

Return shipping cost

The customer pays the return shipping cost.

Analytical discrepancy

If a batch does not correspond to the certificate issued for it, the material is replaced in full or the full amount, including shipping, is refunded without a time limit.