Sales & refund policy
Our approach to returns, refunds and the rare cases where a lot does not meet its published analysis.
Last updated: June 2026
1. Returns
Because our products are research materials, opened or used vials cannot be returned for safety and integrity reasons. Unopened products in their original, sealed packaging may be returned within 14 days of delivery, provided they have been stored correctly.
2. Lot quality guarantee
Every batch is independently tested and its certificate of analysis is published. In the rare event that a sealed lot you received fails to match its published analysis, we will replace it or issue a full refund.
3. Damaged or incorrect orders
If your order arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery with photographs. We will arrange a replacement or refund at no additional cost.
4. Refunds
Approved refunds are issued to your original payment method. Once processed, please allow several business days for the amount to appear, depending on your bank or e-wallet provider.
5. Cancellations
Orders may be cancelled before dispatch for a full refund. Once an order has been handed to Grab or Lalamove, it can no longer be cancelled but may be eligible for return under section 1.
6. How to request
To start a return, refund or replacement, email hello@doctides.com with your order number and details. Our team will respond within one business day.