Returns and refunds

Unopened vials with an intact tamper seal can be returned within 30 days of delivery. Anything that arrives damaged, incorrect or short is replaced or refunded in full, and you are never asked to pay to return it.

A return can be requested within 30 days of the delivery date shown by the carrier. To be accepted, the vial must come back in its original packaging with the tamper-evident flip cap intact and the vacuum seal unbroken.

• Sealed, unopened vials in original packaging, accepted for a full refund.
• A full unopened kit where only some vials are unopened. The unopened vials are refunded pro rata.
• Items delivered damaged, incorrect or missing from the carton, replaced or refunded in full.

Once a vacuum seal is broken, the integrity, sterility and stability of the material can no longer be guaranteed by anyone. That material cannot be resold or restocked, so it cannot be returned.

• Vials whose flip cap has been removed or whose stopper has been pierced.
• Vials that have been reconstituted, decanted, repackaged or relabelled.
• Vials returned without prior return authorisation, which cannot be matched to an order.
• Return requests raised more than 30 days after delivery.

None of this limits your rights where an item was faulty, misdescribed or not as ordered. In those cases the seal condition is irrelevant and the order is made right.

• Email support@isopepsciences.com with your order number and which items you want to return.
• A return authorisation and the return address are sent back to you, usually the same business day.
• Pack the vials in their original insulated packaging and write the return authorisation on the outside of the carton.
• Send the parcel on a tracked service and reply with the tracking number.

Returns received without an authorisation cannot be matched to an order and cannot be refunded, so please do not send anything back before you have one.

Email a photograph of the outer carton and the affected vials within 48 hours of delivery. A replacement is dispatched on the next business day, or the order is refunded in full, whichever you prefer. Nothing needs to be returned before the replacement leaves.

The 48 hour window exists because carrier claims close quickly. If you find a problem later, still get in touch and it will be looked at on the facts.

Refunds are issued to the original payment method within three business days of the returned vials being received and their seals verified. Card and PayPal refunds usually appear within five to ten business days depending on your bank.

• Zelle and Cash App payments are refunded to the account the payment came from.
• Bitcoin payments are refunded in BTC, at the exchange rate applied when the order was placed, to a wallet address you confirm in writing.
• Refunds cover the item price. Original outbound shipping is refunded only where the return was caused by damage, error or fault.

An order can be cancelled free of charge at any point before it is packed. Email your order number and it is stopped. If payment has already settled it is refunded in full. Once a shipping label has been scanned, the order is treated as a return rather than a cancellation.