How this shop works

Common questions

What is the return policy?

If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel for any reason, and a further 14 days to send the goods back. Separately, the Consumer Rights Act 2015 gives you a 30-day right to reject anything faulty, wrongly supplied or not as described, for a full refund.

Beyond those rights we will still take back unopened vials with an intact vacuum seal within 30 days, less the original delivery cost. That last part is goodwill. It sits on top of your legal rights and does not replace them. Returns & refunds below has the detail.

Are any purchases final sale?

Yes. A vial cannot come back once its seal has been broken or it has been reconstituted, and bacteriostatic water is non-returnable once opened. Once a vial has left our custody and been opened we have no way to verify how it was stored, and putting it back into stock would compromise the chain of custody every other customer relies on.

This does not affect your statutory rights: if something arrives faulty, wrongly supplied or damaged, we replace or refund it in full and cover the return.

When will I get my order?

Orders placed before 2pm on a working day are dispatched the same day. Orders after that, and orders placed at a weekend or on a public holiday, go out on the next working day. You get a tracking number by email as soon as the label is generated.

UK mainland orders normally arrive the next working day on Tracked 24, or within two to three working days on Tracked 48. The Highlands and Islands, Northern Ireland, the Isle of Man and the Channel Islands can take an extra working day.

Where are your products manufactured?

We work with manufacturing partners in the UK and overseas, chosen on assay quality and batch-to-batch consistency rather than price alone.

Every lot is then assayed again by an independent laboratory we contract separately from the manufacturer, and it is that independent result we publish. The certificate for your specific lot ships with the vial, so the purity figure you get is not the manufacturer's own claim about itself.

How much does delivery cost?

Flat-rate tracked delivery on UK orders, free above the threshold shown at checkout. It is the same price wherever in the UK you are and however many vials are in the basket. The exact figure appears in your basket and again at checkout, so you know it before you pay.

We ship internationally on request. Orders leaving the UK are zero-rated for UK VAT, but import VAT and duty become payable in the destination country, are collected by the carrier or border agency, and are not included in the price at checkout.