Returns & Shipment Protection

Last updated: 20 July 2026

Research materials

RetaNord products are research-grade compounds supplied for laboratory and in-vitro research use only. Because they are sensitive research materials and not consumer goods, we do not accept general change-of-mind returns once an order has shipped. What we do guarantee is that your order arrives intact — see below.

Free shipment protection

Every order is automatically covered by free shipment protection. If your parcel arrives damaged, or is lost or stolen in transit, we will send a one-time replacement at no cost.

How to make a claim

Report the issue within 48 hours of the delivery date via our contact form, including your order reference and — for damage — a photo of the item and packaging. For lost parcels we verify against the carrier's tracking. Approved claims are re-shipped promptly.

What isn't eligible

Reconstituted product cannot be returned or replaced, as its condition can no longer be verified. Claims reported after the 48-hour window, or for parcels marked delivered to the address/locker provided at checkout, may not qualify.

Wrong or missing items

If you received the wrong item or something is missing from your order, contact us within 48 hours of delivery and we will correct it.

See also our Payment Policy. Products are not for human or veterinary use.