Refunds & returns

Unopened, undamaged material

Because these materials are temperature-controlled and their integrity cannot be verified once they have left our custody, we do not accept returns of opened vials, and we cannot resell returned stock. Refunds are therefore handled by exception rather than by return.

We refund in full

• The temperature indicator tripped in transit.
• The shipment arrived damaged, short, or incorrect.
• The material does not conform to its certificate of analysis.
• The order was cancelled by us under the Terms of Sale.
• The order had not yet been dispatched when you asked to cancel.

We do not refund

• Opened vials, where no defect is claimed.
• Material stored outside 2–8°C after delivery.
• Orders refused or undeliverable because the address was not eligible.

How to claim

Contact qa@zenithlabs.shop with the order reference and the lot number, and photographs where a defect or indicator is involved, within 48 hours of delivery. Refunds are returned to the original payment method.