Reporting a damaged or wrong item within 7 days, and why opened boxes can't be returned

The window runs for 7 days from delivery. The carrier's tracking page, linked from your order page, records the delivery date. A report sent after the seventh day falls outside the returns policy, so check each parcel on the day it arrives.

A short check on the day of delivery catches most problems while the boxes are still sealed:

• count the boxes and compare the count with the quantities on the order page;
• read each box label for the compound name, the amount per vial and the vials per box;
• look over the outer parcel and each box for crushing, tears or broken seals before you open anything;
• if the order came in more than one parcel, match each parcel to its tracking number on the order page.

Anything that does not match goes into a report, as set out below.

Damaged

The parcel, or a box inside it, arrived crushed, torn or opened in transit, or a vial arrived broken or cracked.

Wrong item

A box does not match a line on your order. It may be a different compound, a different amount per vial (5 mg where the order says 10 mg, for example), or a different number of boxes from the quantity ordered. The line items on your order page are the reference, and every item page states the vials per box and the amount per vial.

Outside this policy

A box that arrived intact and matched the order is neither damaged nor wrong. Once opened, it cannot be returned.

Send one email per order to the desk, with the order number in the subject line. Include:

1. the order number, and the line or lines affected;
2. a photo of the outer parcel with the shipping label visible;
3. photos of each affected box, front and label side;
4. for damage, close-up photos of the damage itself;
5. for a wrong item, a photo of the box label beside the matching line on your order page;
6. a sentence or two on what you found when you opened the parcel.

Photograph a damaged parcel before you unpack it any further, and keep the packaging until the desk has replied.

The desk checks every report against the order record: the lines ordered, the quantities and the dispatch details. You get a reply by email with the next step for that order. Keep the order number in the subject line of any follow-up so the thread stays in one place.

A box leaves the desk sealed, and a sealed box can be checked against its label. Once it has been opened, the desk has no way to confirm what is inside or how it was kept after delivery, so it cannot go back on the manifest as a sealed line. That is why the rule is short: opened boxes cannot be returned.

It is also why the check on arrival matters. Compare every box with the order before you open it, and report anything that looks wrong from the outside while the box is still sealed.