Our returns rule is simple: we don’t take reagents back, but we do stand behind every figure we publish. If a laboratory shows that what you received doesn’t meet its specification, you get your money back, including the cost of the analysis. This page explains how that works, and what we do when a mistake is ours.
The short version
- No returns of reagents because you changed your mind, ordered too much or no longer need them.
- The exception is quality. Send us credible lab results showing the product doesn’t match its specification, and we refund the product and the cost of the analysis.
- Our mistake (wrong item, missing item, wrong quantity): we send the correct items at our cost. Photos are enough.
- Items we couldn’t supply are refunded in full.
- Refunds go back by bank transfer and arrive within 14 days of our confirmation.
- Never send anything back without our reply, and never to the sender address on the parcel.
1. Why we don’t accept returns
We sell high-purity chemical reagents. Once a container has left our hands, we can’t check how it was stored, whether it was opened, or whether anything got into it. A returned reagent can never be sold to another laboratory with the purity we promise. Accepting returns would mean either wasting that material or putting the next customer’s work at risk, and we won’t do the second.
That’s why we don’t accept returns or exchanges of reagents for reasons such as a change of mind, ordering the wrong quantity or no longer needing the product. Please check your order carefully before you pay. If you’re unsure about anything, ask us first.
2. The exception: the product doesn’t match its specification
Every product page states the identity and purity of the reagent. If an independent analysis shows that your reagent does not match that specification, for example the purity is below the declared value or the substance is not what the label says, we will:
- refund the full price of that product, and
- reimburse the documented cost of the analysis, at typical market rates for that test.
If we got it wrong, the analysis is on us.
What the lab results need to show
- the name and contact details of the laboratory that ran the analysis, and the date;
- the method used (GC-MS, HPLC, NMR or an equivalent recognised method), with the chromatogram or spectrum and the laboratory’s interpretation;
- a clear link to our product: your order number and a photo of the container label;
- results in English or Polish.
Home test kits, colour reagent tests and unsigned screenshots are not enough, because they can’t establish purity.
How to make a claim
- E-mail shop@ladasten.com with your order number, the lab report and a photo of the label.
- We review the report, compare it with our own batch records, and reply with our decision, usually within a few working days.
- If the claim is accepted, we refund the product and the cost of the analysis. We’ll tell you in the same reply whether we need the remaining material back. If we do, we give you the address and cover the postage.
3. When the mistake is ours
If you receive a wrong item, a missing item or a quantity that doesn’t match your order, you don’t need lab results. Photos are enough. Send us your order number with photos of everything that arrived, the label on each container, and the outer packaging with its shipping label. We send the correct or missing items at our cost. Full details are in section 10 of our Rules & Policy.
4. Items we couldn’t supply
If a product or quantity turns out to be unavailable after you’ve paid, we refund it in full. If we can’t supply any part of the order, we refund the whole order. You can also choose to wait for new stock instead.
5. Parcels that don’t arrive
Tracked methods (registered letter, InPost parcel locker) can be traced. If tracking shows that a parcel was lost by the carrier, write to us and we’ll look into it. The classic letter is untracked. Our photos taken at dispatch are the only proof we can give, which is why we don’t refund or replace classic letters that fail to arrive. We don’t reship parcels that have been held or seized by customs or any other authority. See sections 8 and 9 of our Rules & Policy.
6. How refunds are paid
- Refunds are paid by bank transfer, normally to the account you paid from, in the currency of your order.
- Please allow up to 14 days from our confirmation for the money to reach your account. It is usually faster.
- Shipping costs are refunded when the whole order is refunded because of our mistake or because we couldn’t supply it.
7. Please don’t post anything to us unannounced
The sender address on the parcel is a dispatch point only. It doesn’t receive mail, so a parcel sent there won’t reach us, and we won’t be able to confirm that you sent it. If anything ever needs to come back to us, we’ll give you the correct address in writing. Please wait for that reply.
8. Your statutory rights
This policy does not limit any rights you have under mandatory consumer law in your country. For the full terms of sale, see our Rules & Policy. For how we handle your data, see our Privacy Policy.
Last updated: 25 September 2026. Questions about a return or a refund? Write to shop@ladasten.com with your order number. A person will answer, usually within 24 hours, Monday to Friday.