Nothing is charged when you place the order.

Placing an order on this site does not take a payment. No card details are entered here and none are stored by us. What happens is:

1. Your order is recorded, with every price calculated on our side rather than taken from your browser.
2. Each line is matched to a specific tested lot and its Certificate of Analysis is pulled.
3. You are taken to our processor's secure page to pay by card. If you leave before paying, the same page is linked from your confirmation email.
4. Once it is paid, the order is dispatched.

Until step three is completed by you, the order is a record of an intention and nothing more.

Card payment is taken by Cleffo, our payment processor, on its own hosted page — which is also where a refund is returned, to the card you paid with.

If you have not paid, there is nothing to refund. Tell us to cancel and the order stops there — no fee, no process, no form. You can also simply leave it unpaid, though telling us releases the stock sooner for someone else.

This is the easiest moment to change your mind, and it is worth saying plainly rather than burying: a cancellation before payment costs nothing and needs no justification.

Once a payment has been made, we refund in full where the fault is ours:

• Cancelled before dispatch. If the parcel has not left, the payment comes back.
• Damaged in transit. Shipments are insured; broken vials are not your loss to carry.
• Wrong or missing items. Wrong compound, wrong size, short quantity, or a line absent from the box.
• A lot that cannot be matched to its certificate. If the lot printed on the vial does not correspond to the certificate we published for it, we replace or refund the order. This is the promise everything else on this site rests on.
• Never delivered. Tracking says delivered and it is not there, or tracking stopped moving.

An opened or reconstituted vial cannot be refunded on a change of mind. Once the seal is broken, the sterility and endotoxin results on that lot's certificate stop describing the contents, and nothing we could test afterwards would restore them.

A change of mind on a sealed, unopened vial is a commercial question rather than a physical one, and it is one we have not settled.

A refund goes back the way the payment came, to the same method and the same account. We do not issue store credit in place of a refund unless you ask for it.

Where the fault is ours — damage, wrong item, non-delivery, a certificate mismatch — any shipping you paid is refunded with the order. You are not left carrying the $12 for a parcel that arrived broken.

FedEx 2-Day shipping is free at $150 and above and $12 flat below it. Full shipping terms

If something is wrong, tell us before you tell your bank. Not because a chargeback is prohibited — it is your right — but because we can usually settle it the same day, and a dispute takes weeks and resolves nothing faster.

Send your order number — it looks like ER-0000 and is on your confirmation page. Say which line is affected and what is wrong. That is enough to start.

Send it through the contact form — every message is stored the moment it is sent. Elements DNA is the trading name of Element Research INC, which operates this store and is the counterparty on your order.