Legal documents

Complaints procedure

What to do if a product does not match what we declared. The time limit for settling a complaint is 30 days.

Last updated: 17 Aug 2026

1. What we are responsible for

That the product corresponds to the **identity and purity declared in the certificate of analysis** for the batch.
That the batch number on the label matches the number on the certificate.
That the quantity delivered corresponds to the quantity ordered.
That the packaging was intact at the time of dispatch.

Any use of the product contrary to its designation — that is, outside laboratory and research use.
Deterioration of the product through incorrect storage after receipt. Storage conditions are given on every product page under the Storage tab.
Deterioration through incorrect reconstitution or handling.
The results of experiments. We supply a substance of declared purity, not a result.
Ordinary loss of quality after the shelf life has expired.

1. Write to [TO BE COMPLETED — e-mail] and give:

the order number,
the product name, strength and the batch number from the label,
a description of what does not match,
a photograph of the packaging and the label. 2. Within three business days we will send you an acknowledgement and instructions. 3. If the product needs to be returned we will send you the address. **Do not send anything without agreeing it first** — with batch-tracked goods we need to know what is coming.

We will settle a complaint within 30 days at the latest from the day it is made.
We will inform you of the outcome in writing, that is, by e-mail.
If the complaint is justified, you are entitled to a replacement with the same product, and where that is not possible, to a refund.

Report damage to the packaging within 24 hours of receipt and attach photographs, including the shipping label.
If the packaging is already damaged on delivery, we recommend refusing the parcel and having the damage recorded in the carrier's document.
If reported later, it may not be possible to claim the damage from the carrier.

If you have reason to believe that a product does not correspond to the declared

purity or identity:

State this in the complaint together with the batch number.
If you have carried out your own analysis, attach the report stating the method and the laboratory.
In justified cases we will have the batch verified by an independent laboratory. If the discrepancy is confirmed, we bear the cost of the analysis and withdraw the batch from sale.

Slovak Trade Inspection Authority, SOI Inspectorate for the [TO BE COMPLETED]

Region, [TO BE COMPLETED — address]. Further options are in the document

This document is a draft prepared together with the website and contains places

marked [TO BE COMPLETED]. It must be reviewed by a lawyer before sales begin.