Refund & Returns
What happens if something goes wrong with your order.
Last updated: September 2026
Our promise
If your order arrives damaged, incorrect or incomplete, we will make it right with a replacement or a refund.
Damaged, wrong or missing items
Contact us within 7 days of delivery with your order number and clear photos of the items and packaging. Once confirmed, we will send a replacement or refund the affected items.
Returns
For safety and quality reasons we cannot accept returns of vials that have been opened, reconstituted or used, or of items that were not stored correctly after delivery. We also cannot accept returns of correct, undamaged orders because of a change of mind.
Cancellations
You can cancel your order for a full refund at any time before it is dispatched. Once it has been dispatched, it can no longer be cancelled.
Parcels held or lost in transit
If your tracking has not updated for 15 business days, or your parcel is held or seized by customs, message us. We will review each case and agree the next step with you. Parcels refused by customs because the products are not allowed in your country are not eligible for a refund.
How refunds are paid
Approved refunds are paid back to your original payment method within 5 to 10 business days. Your bank may take extra time to show the refund.
To start a claim, message us on WhatsApp with your order number.
