Legal
Refund & Returns Policy
Isla Longevity supplies research-grade compounds for in-vitro laboratory research use only. You have 14 days from delivery to return an unopened item, and if anything arrives damaged or incorrect we will put it right at our own cost.
Last updated 29 August 2026
Unopened returns
If you change your mind, you can return a product for a refund provided that:
- it is unopened, unused and in its original condition and packaging
- the seal has not been broken
- you request the return within 14 days of delivery
Return postage on these is paid by you, and we recommend a tracked service — we can only refund what actually reaches us. Once it arrives and passes inspection we refund the full product price.
Opened vials cannot be returned under any circumstances. Once a sterile research vial has been opened we have no way to verify how it has been handled or stored, so it cannot re-enter stock.
Damaged or incorrect orders
Contact us and we will replace the item or refund it in full if:
- the vial or its packaging arrived damaged, cracked or leaking
- you received the wrong compound, the wrong strength or the wrong quantity
- the seal was broken or compromised when the parcel reached you
- your order never arrived and the carrier confirms it was lost
You choose replacement or refund, we cover the postage both ways, and in most cases we do not need the item sent back at all.
What we cannot accept
- opened, used or partially used vials
- anything requested more than 14 days after delivery
- product stored outside the stated conditions after delivery
- items returned without contacting us first
- orders refused at delivery or left unclaimed and returned to us
If you are unsure which compound or strength you need, ask us before you order — we would much rather answer a question up front than have you send something back.
How to start a return
- Get in touch first. Message us through the contact page or the WhatsApp button on any page, with your order number. For damaged or incorrect orders, please do this within 7 days of delivery.
- Send photographs if something is wrong. Photos of the vial, the label and the outer packaging let us resolve most damage and mis-ship cases immediately.
- Wait for confirmation before posting anything. We will confirm the return and tell you where to send it. Parcels that arrive unannounced cannot be matched to an order.
Postage, fees and timing
- Return postage: paid by you for unopened change-of-mind returns; paid by us when the order arrived damaged or incorrect.
- Restocking fee: none.
- Refund method: back to your original payment method. We cannot refund to a different card or account.
- Refund timing: issued within 5 business days of the return arriving, or of us approving a damage claim. Your bank may take a few days more to show it.
- Original shipping: refunded when the whole order was damaged or incorrect; not refunded on change-of-mind returns.
Still need a hand?
Tell us your order number and what went wrong and we will sort it out. Real people answer these — usually the same day.
This policy sits alongside our Terms & Conditions. Nothing here affects rights you may have under applicable consumer law. Isla Longevity products are supplied strictly for in-vitro laboratory research use and not for human or veterinary use.
