Returns, Refunds and Complaints

This page sets out your rights under Croatian law and how we handle them in practice. It tells you where the answer is no as plainly as where it is yes.

The statutory right of withdrawal in section 1 belongs to consumers — natural persons acting outside their trade, business, craft or profession. If you order on behalf of a laboratory, university or company, it does not apply to you by law. Sections 3, 4 and 8 apply to every buyer regardless.

Everything here is sold for laboratory and research use only, and products are not available to U.S. residents. Trader details are in the Legal Notice.

1 · Right of withdrawal — 14 days

Under the Croatian Consumer Protection Act (Zakon o zaštiti potrošača), a consumer who buys at a distance may withdraw from the contract within 14 days without giving any reason and without penalty. The period runs from the day on which you, or a third party you nominated other than the carrier, take physical possession of the goods. If an order is delivered in several consignments, the period runs from the day the last item arrives.

To exercise the right, send us an unequivocal statement that you are withdrawing from the contract; an email is enough. It must be a clear statement of withdrawal — refusing delivery, returning a parcel unannounced, or asking a question about a return is not one, and we cannot treat it as one. To meet the deadline it is enough that you send the statement before the 14 days expire; it need not reach us within them.

You may use the model form below but are not obliged to. Copy it, fill it in, and send it to [CONTACT EMAIL]. We confirm receipt of every withdrawal notice in writing.

To: [LEGAL ENTITY NAME], [REGISTERED ADDRESS], [CONTACT EMAIL]

I hereby give notice that I withdraw from my contract of sale
for the following goods:

  Goods ordered .......................................................
  Order reference .....................................................
  Date of order .......................................................
  Date the goods were received ........................................

  Name of consumer ....................................................
  Address of consumer .................................................

  Refund address, including the network
  (the refund is issued in the cryptocurrency used for payment)
  .....................................................................

  Signature (only if this form is sent on paper) ......................
  Date ................................................................

Read section 2 before you send the form: for sealed vials this right is subject to a statutory exception, and you should know that before posting anything back to us.

2 · Exceptions — sealed goods, read this first

The law itself carves out an exception to the 14-day right: it does not apply to sealed goods which are not suitable for return for reasons of health protection or hygiene, where the seal was removed after delivery. Our products fall squarely inside it.

In practice this means:

• Vial still sealed, seal intact, original packaging — returnable. If the tamper-evident seal and the crimped cap are untouched and the vial is as it left us, you may withdraw within the 14 days and we will refund you.
• Seal broken, cap pierced, stopper punctured, or vial reconstituted — not returnable. Once the closure has been opened or penetrated we cannot verify the contents or the storage history, and that vial can never go to another researcher. We cannot accept it back and cannot refund it, and this is not something we can make exceptions to on request.
• Storage matters as much as the seal. The material is released to be kept dark and dry at −20 °C. A sealed vial held outside those conditions cannot be confirmed as the material described on its certificate, and cannot go back into stock.

Better a clear no here than a vague maybe that becomes a refused refund after you have paid to ship a vial across a border. If you are unsure whether your vial still counts as sealed, send a photograph first and we will tell you honestly.

This exception has nothing to do with sections 3 and 4: a vial that arrived broken, wrong or defective is covered there, and opening it does not cost you those rights.

3 · Damaged or incorrect items

If a parcel arrives damaged, a vial is broken or leaking, or you received something other than what you ordered, tell us within a reasonable time of noticing it. This is where we are deliberately generous: a shipment that failed in transit is our problem, not yours to absorb.

What helps us settle it quickly:

• Photographs of the outer packaging as it arrived, including the shipping label, before anything is discarded.
• Photographs of the inner packaging and of the vial or vials themselves, showing the damage or the discrepancy.
• Your order reference and the batch number printed on the label.

Keep the packaging until the matter is closed — carriers sometimes ask to inspect it, and a discarded box can end a claim. Once we have seen the evidence we resolve it: a replacement, or a refund, whichever you prefer and we can deliver. We do not ask you to prove the carrier was at fault, nor send you to argue with it yourself.

This route is open to every buyer, consumer or institution alike, and is separate from the 14-day right of withdrawal.

4 · Material defect (Civil Obligations Act)

Independently of the right of withdrawal, we carry the statutory liability of a seller for material defects under the Croatian Civil Obligations Act (Zakon o obveznim odnosima). In short, a defect exists where the goods lack the properties needed for ordinary use, lack properties we expressly described, or do not match the specification the sale was based on. For us that specification is public: the identity, purity and content stated on the certificate of analysis for the batch.

Notify us as soon as you reasonably can after discovering a defect, and describe what you found. Croatian law fixes both the period within which a buyer must give notice and the period during which the seller remains liable after delivery. We deliberately do not restate those figures here: they are set by statute and amended from time to time, and a stale number on a website is worse than none. We apply whatever the law provides at the time.

Where a material defect is established the law gives you a choice of remedies: repair, replacement with conforming goods, a proportionate reduction of the price, or termination of the contract. Repair is meaningless for a sealed vial, so the realistic remedies here are replacement, a price reduction, or termination with a refund. Compensation for damage caused by the defect may also be claimed under the general rules.

Two honest limits. Our liability covers the material as we released it, not deterioration caused by storage outside the stated conditions after delivery. And it does not cover the outcome of an experiment: the certificate states what the compound is and how pure it is, and nothing here states or implies what it will do.

5 · How refunds are paid

You paid in cryptocurrency, so we refund in cryptocurrency — the same coin, on the same network, to an address you give us in writing. We never received euro or any bank transfer from you, so there is no card to reverse and no account to credit, and we cannot refund by any other method.

Read the next paragraph carefully; it is the one that surprises people.

A blockchain transaction cannot be recalled once broadcast, so the address you give us must be correct, for the right coin and network, and one you control — an exchange address that does not credit the incoming asset is your risk, not ours. Check it character by character. On-chain transfers also carry a network fee nobody can waive; where it affects the amount landing in your wallet, we tell you the exact figure before sending.

We will never ask for a seed phrase, a private key or access to your wallet. A receiving address is all we need, and anyone claiming otherwise in our name is not us.

6 · Return shipping

Contact us before you ship anything back. A parcel that arrives unannounced cannot be matched to an order and may be refused. Write first, wait for our confirmation, and include your order reference with the goods.

Who pays. Where you are exercising the 14-day right of withdrawal, you bear the direct cost of returning the goods; that is the statutory default and we apply it as written. Where the item arrived damaged, was the wrong item, or is defective under section 4, we cover the return cost — ask before you post it and we will tell you how.

Return address: [RETURN ADDRESS]

Pack a returned vial as carefully as we packed it, and use a tracked service — until it reaches us the risk of loss in transit sits with the sender. Across a customs border, declare it as a returned research chemical, not for human or veterinary use; a declaration that misdescribes the contents can get the parcel destroyed rather than delivered.

7 · Timeframe

The sequence is the same in every case. We acknowledge your notice in writing when it arrives. Where goods are coming back, we wait until we have either received them or received your proof of dispatch — the law lets a seller withhold a refund until one of those has happened, and we use that, because a refund sent to a wallet cannot be undone if the goods never appear. Once the return is confirmed we ask for the refund address, tell you the amount, and send it.

We advertise no headline number of days for that last step, because blockchain confirmation does not depend on us and we will not promise a deadline we do not control. Croatian law does set an outer limit for refunding a withdrawing consumer; we work well inside it. If a refund has not moved and you have heard nothing, chase us — that is a failure on our side, not a policy.

8 · Complaints (prigovor)

Under the Consumer Protection Act you have the right to submit a written complaint about our goods or the handling of your order, and to receive a written answer. You need not have used any other right first, and it costs you nothing.

Send it by email to [CONTACT EMAIL], or by post to [RETURN ADDRESS]. Put the word Complaint (prigovor) in the subject line so it is routed correctly. A complaint is easiest to answer properly when it gives your order reference and date, your name and an address for the reply, what went wrong, and what you would like us to do.

We confirm receipt in writing without delay, and we answer in writing within the statutory period of 15 days from receiving the complaint. The answer goes to the address or email you gave us. If we cannot give you what you asked for, we say so plainly and explain why.