Refund & Replacement Policy

We do not accept returns because you changed your mind, ordered the wrong item or no longer need the material. Once a parcel is dispatched we cannot verify how it was stored, so it can never re-enter our inventory.

We will replace or refund your order when:

• a vial or pen arrives broken, cracked or leaking
• the seal or stopper is compromised on arrival
• you received the wrong product or the wrong strength
• an item is missing from your parcel
• the courier marks the order delivered but it never reached you

Email support@abalabs.me within 48 hours of delivery with your order number and clear photos of the product label, the damage and the outer packaging including the courier label. Please keep the packaging until the claim is closed.

Claims raised after 48 hours may not be accepted, as we can no longer establish transit damage.

Approved claims are resolved by a free replacement on the next dispatch, or a refund to your original payment method if you prefer. Refunds are issued within 3 working days of approval; your bank may take a further 5–10 working days to show the funds.

You can cancel an order for a full refund at any point before it is dispatched. Orders placed before 4pm Sunday–Thursday usually ship the same working day, so contact us quickly. Once dispatched, our shipping terms apply.

If a delivery fails because the address was incorrect or nobody was available across the courier's attempts, we will contact you to arrange redelivery. A second delivery fee may apply. Products returned to us after a failed delivery cannot be resold and are not refundable.

Refunds are not available where a product has been opened, reconstituted or used, or where it was used in any way other than as a laboratory research material. See our terms and conditions.