Shipping, Return & Refund Policy

1) Shipping Overview

• Processing time: Maost orders ship within 1 - 2 business days after payment confirmation
• Tracking: A tracking link is emailed once your order is dispatched
• Packaging: Products ship in protective packaging; certain items may ship in cold-chain packaging when appropriate
• Duties/Taxes: International customers are responsible for any import duties, taxes, and clearance fees
• Address accuracy: Please ensure the delivery address is correct; we are not responsible for delays or loss due to incorrect addresses

1.1) Shipping Costs

• Europe: Flat rate 25€, free shipping for orders above 500€$$$$$$
• USA/CANADA: Flat rate 30$, free shipping for orders above 600$
• UK: Flat rate 25€, free shipping for orders above 500€
• Indonesia: soon..
• Thailand: soon..
• Colombia: soon..

2) Eligibility for Returns

Return eligibility depends on product type and your location. Please read carefully:

2.1 EU 14-Day Right of Withdrawal (Consumers)

• If you are located in the EU and purchasing as a consumer, you may cancel your purchase for any reason within 14 days from the day you receive the goods
• To exercise the right of withdrawal, you must notify us within the 14-day period and return the goods unused and in their original, sealed packaging
• Exceptions: The EU right of withdrawal does not apply to:
  • Sealed goods not suitable for return due to health protection or hygiene reasons that were unsealed after delivery (e.g., cartridges, needles, alcohol wipes)
  • Goods that are liable to deteriorate or expire rapidly (including certain temperature-sensitive items)
  • Custom or made-to-order items (if applicable)
• During the cooling-off period, customers are responsible for return shipping costs unless the item is defective or incorrectly supplied

2.2 Non-EU or Business Customers

• For customers outside the EU, we accept returns of unused and unopened products within 30 days of purchase
• B2B purchases (business customers) are generally not covered by consumer withdrawal rights; we will assess returns case-by-case according to commercial terms

3) Non-Returnable Items

• Cartridges, needles, alcohol wipes: For hygiene and safety reasons, these items are non-returnable once they have left our facility, even if packaging appears unopened
• Opened/used products or items not in original, sealed packaging
• Temperature-sensitive or cold-chain items once dispatched
• Gift cards or downloadable content (if applicable)

4) Defective, Damaged, or Incorrect Items

• If you receive a defective, damaged, or incorrect item, contact us within 7 days of delivery with your order number and clear photos of the issue/packaging
• Upon verification, we will arrange a replacement or refund (including reasonable return shipping if required)
• Please retain all packaging until your case is resolved

5) How to Initiate a Return

1. Contact Customer Support: Email [email protected] with your order number and reason for return
2. Return Authorization: We will confirm eligibility and provide return instructions (and a return label where applicable)
3. Inspection & Processing: After the returned item is received and inspected, we will process a refund (less original shipping where applicable) or send a replacement within 7 business days

6) Refunds

• Method: Refunds are issued to the original payment method only
• Timing: Once approved, refunds typically appear within 3 - 10 business days depending on your bank/card provider
• Deductions: Original shipping costs are non-refundable unless the return is due to our error (defective/incorrect item)
• EU cooling-off refunds: Issued within 14 days of receiving the returned goods (or proof of return), provided items meet eligibility

7) Exchanges

Where stock allows, we can exchange eligible items once the return is received and inspected. If the requested item is unavailable, we will issue a refund according to this policy.

8) Shipping Damage & Cold-Chain Notes

• If your parcel arrives visibly damaged or warm when cold-chain is expected, photograph the parcel and contents immediately and contact us the same day
• Do not discard the packaging until we complete the claim assessment

9) Return Shipping Address

We will provide the correct return address in your Return Authorization email. Returns sent without authorization may be refused or delayed.

10) Contact

Questions about returns or refunds? Email us at [email protected]

Legal Notes

• This policy applies to purchases made directly from our website
• Nothing in this policy limits your statutory rights under applicable law
• For clarity: products are sold for research use only and are not intended for human or veterinary use