Quality Guarantee

1. What this covers

These terms describe the support available when an eligible delivered product is alleged not to meet an objectively stated specification shown in the applicable quotation, batch document or order record.

2. When you can claim

An eligible claim may relate to the stated identity, purity or fill specification of the delivered product. The claimed variance must be supported by an independent qualified laboratory using a method suitable for the stated specification.

3. What you need to send

• Independent laboratory report and contactable issuing laboratory.
• Original packaging, product label and visible batch number.
• Order number, quotation or invoice and delivery information.
• Storage and handling information relevant to the product.
• Any remaining sample reasonably required for review.

4. How we review

1. Submit the claim through an official contact channel shown on this website.
2. Provide the required documents within the claim period stated in the quotation or order terms.
3. The report, batch record, packaging and chain-of-custody information are reviewed.
4. A written decision identifies the approved remedy and affected items.

5. Refund or replacement

If an approved claim is confirmed, choose a full refund for the affected product or one free replacement. Other costs follow the written order terms.

6. What is not covered

• Claims based on human use, research results, therapeutic effect or expected performance.
• Testing that cannot be linked reliably to the delivered batch.
• Reports from an unidentified or non-contactable testing source.
• Material stored, handled, transferred or reconstituted outside the stated requirements.
• Packaging or batch information that has been removed, altered or cannot be verified.
• Fraudulent, duplicate or materially incomplete claims.