Refund and return policy

Unopened, undamaged stock items can be returned within 30 days of delivery for a refund. Contact us first so the return is logged.

Anything that arrives damaged, short, wrong or outside its temperature specification is replaced or refunded in full, and we handle the carrier claim.

Cold-chain, custom and special-order items cannot be returned once dispatched, because their storage history cannot be verified once they leave our control.

Email support@cellvitaresearch.com within 30 days of delivery with your order number and what you would like to return. We will confirm whether the item is returnable and issue return instructions.

Please do not ship anything back before contacting us. Unannounced returns cannot be matched to an order and cannot be inspected on arrival, which delays the refund.

Items must be unopened, undamaged, and in their original packaging with any seals intact.

Return shipping for a change-of-mind return is at your cost. Return shipping for our error is at ours.

Cold-chain items, once dispatched. We cannot verify how they were stored after delivery, and reselling them would not be safe.

Custom and special-order items brought in specifically for your order.

Opened consumables and any item whose sterile packaging has been broken.

Items returned more than 30 days after delivery.

None of this applies when the item was damaged, wrong or defective. That is covered below and is always our problem to fix.

Report it within five business days of delivery and we replace or credit in full, including freight.

Photographs of the packaging and the item help us settle the carrier claim, but we do not make a replacement conditional on them.

We do not ask you to return a damaged item before we ship the replacement.

Refunds are issued to the original payment method. A refund to a card is processed within 3 business days of the return being received and inspected, or of a claim being agreed.

Once we have issued it, the funds typically appear on your statement within 5 to 10 business days, depending on your card issuer. That part is outside our control.

Where an order was invoiced on account, a credit note is issued against the account instead.

Original freight is refunded when the return is the result of our error. It is not refunded on a change-of-mind return.

An order can be cancelled at no cost any time before it is dispatched. Email us as early as you can and we will stop it if it has not gone.

Once a parcel is with the carrier the order cannot be cancelled, and it becomes a return under the terms above.

A quote can be declined at any point before you approve it. Approving a quote is what creates the order.

If you are unhappy with how a return or refund has been handled, reply to us and say so. We would rather sort it out directly than have you dispute a charge with your bank.

Email support@cellvitaresearch.com and we will respond the same business day.