Policy
Shipping & returns.
Same-day dispatch on working days, cold chain where a product needs it, and a batch record for everything that leaves.
01Dispatch
Orders placed before 14:00 on a working day are normally dispatched the same day. Temperature-controlled products ship in insulated packaging with a cold pack, timed to avoid weekends in transit.
02What arrives with your order
A delivery note listing the batch numbers in the parcel, and a certificate of analysis for each batch, also downloadable from the portal against the order. Check the batch numbers on the vials against the note when you unpack.
03Shelf life
We pick first-expiry-first-out and will not send stock that is close to its expiry date without telling you first. If you need a minimum remaining shelf life, tell your account manager and we will hold to it.
04Returns
Tell us within three working days if goods arrive damaged, short, or not as ordered, and we will replace or credit them. Because the cold chain cannot be verified once a parcel has left us, we cannot return correctly supplied goods to stock.
05Recalls
If we withdraw a batch we contact every customer who received any of it, by email and by telephone where the matter is urgent, with the batch number, the reason, and what to do with any stock you still hold.