Refunds & Returns

Under the New Zealand Consumer Guarantees Act 1993, you are entitled to a remedy if a product is faulty, damaged in transit, significantly different from its description, or unsafe.

This policy describes our process for handling those situations and sits alongside (not in place of) your rights under the Act.

If your parcel arrives damaged or with a broken vial:

• Take a photo of the parcel and damaged contents
• Email us within 48 hours of delivery with the photo and your order number
• We will replace or refund the affected items at no cost to you

If we sent you the wrong product, we’ll cover return shipping and dispatch the correct item as soon as you confirm. Email us within 14 days of delivery.

If a product fails despite being stored per the dosing notes provided, contact us with details. We may ask for the unused portion to be returned for inspection. If found faulty, we replace or refund.

Because these are research-grade compounds with strict cold-chain and handling requirements, we do not accept returns for change of mind once an order has shipped. Please double-check your cart and shipping address before paying.

If you contact us before we’ve dispatched, we can usually cancel and refund in full.

Approved refunds are processed via Stripe back to the original payment method. They typically appear in your account within 5–10 business days, depending on your card issuer.

Email mcgregorhenare@gmail.com with:

• Your order number (from the Stripe receipt)
• What went wrong
• Photos if relevant

We reply within 1 business day.

If we can’t resolve an issue between us, you can lodge a complaint with the Commerce Commission / Consumer Protection NZ.