Problems with an order are resolved quickly. Because these are laboratory materials, some limits apply.

 

Damaged, lost or incorrect orders

If a shipment arrives damaged, goes missing in transit, or contains the wrong item, contact support with your order number within 30 days of the ship date and we will replace it or refund it. Photographs of the packaging and vial help us resolve it faster.

Unopened materials

Unopened, undamaged material with an intact seal may be returned within 30 days of delivery for a refund less shipping. Contact support before sending anything back – returns received without prior authorisation cannot be processed.

What cannot be returned

For the integrity of the supply chain we cannot accept the return of material whose seal has been broken, that has been reconstituted or otherwise altered, or that has been stored outside the conditions stated on its certificate of analysis. Material that has left our custody and been resold or transferred to a third party is not eligible for return or refund.

Refund timing

Approved refunds are issued to the original payment method. Depending on your bank or card issuer it can take 5-10 business days to appear.

Contact

Email support@coepeplabs.org with your order number and a short description of the issue.