Returns Policy

Once a vial has left our control we cannot verify how it was stored or handled, so its chain of custody is broken and it can no longer be sold as a reference standard. For that reason we do not accept returns of opened or used material under any circumstances.

Unopened material in its original, undamaged packaging may be returned within 14 days of delivery. Contact support@cylixlab.com first for a return authorisation — returns sent without one cannot be processed.

Return shipping is at your cost unless the return is our error. Once we receive and inspect the material we refund the purchase price to your original payment method, normally within 5–10 business days.

These are always covered, and there is nothing to return. If material arrives damaged, the wrong item was shipped because of our error, or an order is lost in transit, we will replace it or refund it in full.

Contact support@cylixlab.com within 7 days of the expected delivery date with your order number, and include photographs if the issue is damage.

If your order has not yet been dispatched we can cancel it and refund it in full. Because we dispatch quickly, contact us as soon as possible — once a parcel is with the carrier the return rules above apply instead.

Refunds are issued to the original payment method. How quickly the money appears depends on your bank or card issuer, and is outside our control once we have released it.

See also our Shipping Policy and Terms of Service.