Returns & refunds

1. What we refund or replace

Contact us within 14 days of delivery if any of the following applies:

• The vial, pen or spray arrived broken, leaking or otherwise damaged in transit.
• You received a different product, size or quantity than you ordered.
• The batch does not match the Certificate of Analysis published for it.
• The order never arrived and the carrier investigation confirms it as lost.

In each case we will send a replacement or issue a full refund, including original shipping, at your choice.

2. What we cannot accept back

Because these are research materials whose integrity depends on unbroken storage conditions, we cannot accept returns of:

• Products where the seal has been broken or the vial reconstituted.
• Products stored outside their documented conditions after delivery.
• Orders reported more than 14 days after delivery.
• Parcels refused at customs or returned because import charges were not paid.

3. How to make a claim

1. Email us

   Write to support@titanlabs.eu with your order number in the subject line.

2. Tell us what happened

   Include the batch number printed on the vial, and for damage or an incorrect item, a photograph of the product and the packaging it arrived in.

3. We assess and respond

   Most claims are resolved on the first reply, within one business day. Where a carrier investigation is needed, we will keep you updated.

4. Replacement or refund

   You choose which you prefer. Replacements ship with the next dispatch; refunds go back to your original payment method.

4. Processing & timescales

Approved refunds are issued to the original payment method within 5–10 working days of approval. SEPA transfers are returned to the originating account; cryptocurrency payments are refunded in the same currency at the rate applicable on the refund date.

You do not need to return a damaged product unless we specifically ask you to. Where a return is requested, we cover the return shipping.

5. Cancelling an order

Orders can be cancelled free of charge at any point before dispatch — email us as soon as possible with your order number. Once an order has been dispatched it cannot be cancelled, but the sections above still apply if something is wrong on arrival.

6. Right of withdrawal

Consumers in the European Union normally have a 14-day right of withdrawal. Under Article 16 of the EU Consumer Rights Directive, this right does not apply to sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Unopened, undamaged products in their original sealed packaging may still be returned within 14 days. Contact us first so we can issue a return reference — returns sent without one cannot be matched to your order.