Reporting a problem with a consignment
Use this page to report a damaged, incorrect, lost, mis-documented or temperature-affected consignment. Reports are assessed individually against the evidence supplied.
How resolutions are handled
Resolution reviewed case by case. No blanket free-reship guarantee is offered; each report is assessed against the evidence supplied.
We do not promise a free replacement, refund or credit in advance. What we commit to is reviewing the report, checking it against the batch record and the dispatch record, and replying in writing with the outcome and the reasoning behind it.
Fulfilment is not live yet — this flow is available for documentation and correspondence issues in the meantime
What to include, by issue type
Providing the right evidence first time is the single biggest factor in how quickly a report can be resolved.
Damaged shipment
Photograph the outer packaging, the inner packaging and the vial before handling further. Note whether the seal is intact.
Wrong item received
Send the reference number plus a photograph of the label showing the product name, strength and batch or lot.
Lost in transit
Include the reference number and any tracking information you hold, and the date the consignment was expected.
Documentation mismatch
Where the batch on the vial does not match the batch on the paperwork or the verification record, report it before use.
Temperature-control concern
Record the condition of the coolant and the material on arrival, and the ambient conditions where the parcel was held.
Other
Describe the issue plainly and include the reference and batch so the record can be located.
Submit a resolution report
Submitting a report does not create an entitlement to a refund, replacement or credit. No blanket free-reship guarantee is offered; each report is assessed individually against the evidence supplied and the records held.