Refund and Returns Policy

1. Nature of the goods

Zenitide supplies temperature-sensitive research reagents. For contamination, traceability, and biosafety reasons we cannot accept returns of opened, unsealed, or used vials, nor can we restock items that have left a controlled cold chain.

2. Damaged in transit

If your shipment arrives with visible damage, broken vials, or a failed temperature indicator, contact info@zenitide.co.uk within 48 hours of delivery with photographic evidence and your order reference. Verified claims are resolved by replacement of the affected items at no charge, or a refund of those items to the original payment method.

3. Incorrect or missing items

If you receive the wrong item or your order is incomplete, contact us within 7 days of delivery. We will dispatch the correct items or refund the difference once the discrepancy is verified.

4. Documentation queries

Where a per-batch Certificate of Analysis is materially inconsistent with the product specification at point of sale, we will offer a replacement vial from a conforming lot or a full refund of the affected SKU.

5. Refunds

Approved refunds are processed to the original payment method within 10 working days of approval.

6. Items we cannot refund

• Opened, reconstituted, or partially used vials.
• Items rendered non-viable by storage outside the conditions stated on the product page after delivery.
• Change-of-mind returns once dispatch has been confirmed.

7. Contact

All claims: info@zenitide.co.uk.