Refund and Returns Policy

This policy explains how returns, cancellations, damaged deliveries and refunds work for orders placed with Aionsci. It forms part of our Terms and Conditions and does not affect your statutory rights.

Returning unopened items

You can return unopened items in their original sealed packaging within 14 days of delivery. Email connect@aionsci.com with your order number before sending anything back, and we will reply with return instructions. Please send the items within 14 days of contacting us. Return postage for unopened items you no longer need is paid by you; we recommend a tracked service.

Items we cannot accept back

For safety and to protect product integrity, we cannot accept returns of opened or unsealed vials unless they are faulty, or of items returned more than 14 days after delivery without prior agreement.

Damaged, faulty or incorrect items

If an item arrives damaged, is faulty, is not what you ordered, or does not match its Certificate of Analysis, email connect@aionsci.com within 14 days of delivery. Include your order number and photos, or for a Certificate of Analysis mismatch, supporting laboratory data (HPLC/MS). We will send a replacement or give you a full refund, including any return postage.

Lost or delayed parcels

Every order ships with tracking. If your parcel has not arrived by the expected delivery date, or tracking shows a problem, contact us within 14 days of that date. We will investigate with the carrier and send a replacement or refund your order.

Refunds

Once we receive and check a returned item, or confirm a fault or loss, we will email you to confirm the outcome. Approved refunds are made to your original payment method within 14 days. If you return a whole unopened order, we also refund the standard delivery charge you paid.

Subscriptions

You can skip, pause or cancel a standing order at any time before the next renewal from your account. Deliveries that have already been dispatched follow the rules above.

Need help?

Email connect@aionsci.com with any questions about returns or refunds. We reply within one working day, Monday to Friday.