Returns & refunds

These are research chemicals in single-use vials. A returned vial cannot re-enter stock, because we would have no way of certifying how it was stored while it was out of our custody — and a supplier who does put it back is a supplier whose certificates mean nothing. So the policy is built around replacement and refund rather than return.

If a lot doesn't match its certificate

Send us an accredited laboratory's report on the lot you received. If any result falls below the specification published on our certificate for that lot, we:

• refund the order in full, including shipping;
• reimburse the cost of your test;
• pull the lot from sale and notify everyone on the lot-notices list the same day;
• ask no restocking fee and require no return.

We would rather pay for one contested test than defend a bad lot. Send the report to support@rensaresearch.com with the lot number and your order reference.

Damaged or wrong on arrival

Broken glass, a compromised seal, or the wrong compound: photograph it before unpacking further and email us within seven days of delivery. We replace immediately and pay the shipping. Nothing needs to come back.

Unopened vials, changed mind

Unopened, unrefrigerated-since-arrival vials can be refunded within 14 days of delivery, less shipping and a 15% restocking charge — that charge exists because the vials are destroyed rather than resold. Email first for authorisation; unauthorised returns cannot be credited because we cannot match them to an order.

What we can't refund

• Opened vials, except for non-conformity as above.
• Vials reconstituted, aliquoted or stored outside the conditions on the product page.
• Results. A certificate covers the chemical identity and purity of what we shipped. It does not warrant that a compound will behave as you expect in your assay, and an unexpected result is not grounds for refund.
• Any order where the buyer has breached the research-use terms.

How refunds are paid

To the original payment method where the processor supports it, otherwise by bank transfer. We initiate within three business days of agreeing the refund; how long it then takes is the processor's clock, typically five to ten business days.

Cancelling before dispatch

Any order can be cancelled at no cost until it dispatches. Email us with the order reference — the same day is usually fine, since orders wait for payment to clear.