Research question
Can a research vial be returned?
GetReta’s terms allow an unopened vial to come back within 14 days of delivery, provided the cold chain has been kept. The seal must be intact and the vial must still be the item that was sent, with its lot label readable. Opened research material is not returnable. A cake that has had solvent added, or a cap that has been lifted, stays with the buyer.
Email orders@getreta.co.uk before you post anything back. Quote the order reference and the lot. Do not send a vial to the contact address without that reply, because an unannounced parcel cannot be booked into the cold chain at the door. Return postage for an accepted unopened return follows the terms published on the terms page.
A return is a sale reversal. It is not a quality complaint by itself. If the lot on the vial does not match the certificate, write first and wait. Do not open the seal to “check”. Research use only.