Due to the perishable nature of our products, all sales are final once shipped, except in cases where items are damaged, defective, or incorrect upon delivery.

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In line with the Consumer Contracts Regulations 2013 (Regulation 28(1)(c)), products that are likely to deteriorate or expire quickly are exempt from return or cancellation rights.

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We do not accept returns or provide refunds based on personal or subjective experiences with the product (e.g., perceived effectiveness or individual opinions).

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1. Reporting Damages or Issues

Please inspect your order immediately upon delivery and notify us within 48 hours if any of the following apply:

• The product is damaged

• The product is defective or not functioning correctly

• You received the wrong item

• Your order is missing items

To report an issue, email @ with the following:

• Your order number

• A detailed description of the issue

• Clear photos of the outer packaging, the product itself, and the shipping label

Please note: Claims submitted after 48 hours of delivery may not be eligible for a refund or replacement.

2. Non-Returnable Products

For safety and quality assurance, we do not accept returns of perishable vial products—whether opened or unopened. Once these items leave our controlled storage and shipping environment, we can no longer verify how they have been stored or handled. As such, they cannot be re-chilled, inspected, or safely resold.

This policy is in place to preserve product integrity and ensure the health and safety of our customers.

3. Refunds

Refunds will only be issued under the following conditions:

• The product is reported as defective, damaged, incomplete, or incorrect within the specified timeframe

• Your refund request is reviewed and approved in writing by our team

Once approved, refunds will be issued to your original payment method within 10 business days, including any applicable postage costs if the issue is determined to be our fault.

4. Exchanges

We offer replacements only for items that are found to be defective or damaged upon delivery.If your request is approved, a replacement will be sent to you at no additional cost.

5. Delivery Responsibility

Responsibility for the goods transfers to you once delivery is made to the address provided at checkout, as confirmed by the courier's delivery scan or photographic evidence. We are not liable for delivery issues resulting from incorrect or incomplete address details submitted by the customer.

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We reserve the right to change or update this refund policy at any time without prior notice. We recommend reviewing this policy periodically to stay informed of any updates.