Resolution depends on the order stage

An unpaid order can generally be abandoned. If a payment instruction has already been generated, do not send funds after deciding to cancel.

Cancellation is not guaranteed after payment because procurement or fulfilment may begin promptly. Contact support immediately; the available remedy depends on whether the order can still be stopped.

Report the issue promptly with the order number, parcel label and clear photographs. Keep all packaging until the review is complete. Approved outcomes may include replacement, credit or refund as appropriate to the verified issue.

Research materials may be ineligible for change-of-mind return where chain of custody, storage conditions or product integrity cannot be verified after delivery. Any approved return requires written authorisation.

Approved refunds are normally returned through a support-approved route. Processing time and network or banking costs can vary by payment method.