FAB Quality Guarantee

Every order is covered from our facility to your laboratory — and against the lot not matching its published certificate.

48 h

Transit protection

Damaged, incorrect or temperature-compromised deliveries are replaced free of charge.

30 days

If independent testing shows a lot does not meet its published COA, you choose a replacement or a full refund.

Before dispatch

Changed your mind? Cancel any order that has not yet been dispatched for a full refund.

The remedy, the time limit and what we need from you for each case.

CaseRemedy & time limitWhat we need

Transit protection

Free replacement

Report within 48 hours of delivery

Photos of the outer carton, insulated liner and product boxes, plus the lot number.

Certificate of Analysis guarantee

Replacement or full refund of the affected items — your choice

Claim within 30 days of delivery

A report from an ISO/IEC 17025-accredited laboratory that names the lot number and shows purity below the COA value or a failed identity test.

Cancellation before dispatch

Full refund of the amount paid

Any time before the order is marked as shipped

Your order number.

Four steps, all handled by email.

01
Contact us
Use the contact form with the matching topic, or email support. Include your order number.
02
Send the evidence
Photos for transit claims, or the accredited laboratory report for COA claims.
03
We review
We confirm receipt by email and review the claim against the order and lot records.
04
Resolution
The replacement is dispatched, or the refund is issued for the affected items.

The material was stored as printed on the box (2–8 °C, protected from light, not frozen) from delivery onwards.
For COA claims, the tested sample comes from a sealed unit of the lot named on the report.
Claims are made by the original purchaser and reference the order number.
Once an order has been dispatched it cannot be returned for any other reason: research materials cannot be restocked after leaving our controlled environment.

Tell us what happened — we answer Mon–Fri, 9:00–18:00 UTC.