Returns & Refund Policy

1. Qualifying Defective Criteria

Returns and replacements are accepted exclusively where a compound is confirmed to be defective under one of the following conditions:

• Compromised Lyophilised State Upon Arrival: Evidence of moisture ingress, collapsed cake, discolouration, or physical vial seal compromise noticed immediately upon receipt. Such defects must be reported within 48 hours of verified Royal Mail delivery.
• Verifiable Reconstitution Defect: If, within 14 days of reconstitution using appropriate bacteriostatic water and standard protocols, an anomalous defect is identified (e.g., persistent turbidity, unusual particulate suspension, or failure to dissolve under standard conditions).

2. Immediate Destruction of Returned Materials

To uphold the integrity of the research supply chain and prevent contamination or unauthorized handling, Mountains Research never restocks, retests, or resells any returned product. Every item received under an authorized return RMA is incinerated and permanently destroyed in accordance with controlled laboratory waste protocols.

3. Non-Qualifying Conditions (Exclusions)

The following circumstances are strictly excluded from refund or return eligibility:

• Change of mind or experimental protocol cancellation after dispatch.
• Selection of incorrect dosage or product variant by the researcher.
• Defects reported outside the 48-hour delivery or 14-day reconstitution inspection windows.
• Vials stored at temperatures contrary to SDS guidelines.
• Bacteriostatic Water once the primary sterile seal has been broached.
• Unauthorized packages returned without prior written RMA authorization from Mountains Research.

4. Procedure for Raising a Claim

To request a defect review, researchers must provide:

1. Order reference number (e.g., MR-20260924-XXXXXXX).
2. Detailed description of the observed physical or reconstitution defect.
3. Clear high-resolution photographic evidence of the vial, batch code, and defect.

Submit claims to support@mountainsresearch.co.uk. Our scientific support team assesses claims within two business days. Approved defect claims receive prepaid return documentation and a prompt replacement or refund.