Version 2026-08-v1
Shipping and Returns Policy
Seller: Werhner Lab
Website: werhnerlab.com
Language: English (this is the binding version)
This Policy covers delivery times, allowed countries, customs holds, and returns. It applies together with the Terms and Conditions.
1. Where we ship
We currently ship to European Union countries enabled in checkout. The list of allowed countries can change without notice, and an order to a country that becomes disabled after purchase will be handled case by case (contact [email protected]).
2. Delivery times
Estimated delivery is 3–7 business days within the EU from payment confirmation, depending on destination and carrier. These are estimates, not a contractual deadline, and are not the essence of the contract.
3. Packaging
Each order ships in discreet, unmarked packaging. Every vial box includes a 3ml bacteriostatic water vial for reconstitution, where applicable to the product.
4. Customs and import duties
You are responsible for the lawful import of research compounds into your country. Import duties, taxes, and any customs inspection are your responsibility unless the law states otherwise. A customs hold or request for documentation does not automatically entitle you to a refund or free reshipment — contact us and we will assist where possible.
5. Risk of loss
Risk passes to you when the carrier makes the parcel available for delivery, or as mandatory EU consumer law requires if you are an EU consumer.
6. Incorrect or incomplete addresses
Please double-check your shipping address at checkout. Orders returned due to an incomplete or incorrect address, or refused at customs, are not automatically eligible for a free reshipment.
7. Damaged, wrong, or missing items
If a vial arrives damaged, the wrong batch is sent, or the Certificate of Analysis does not match the product received, contact [email protected] within 48–72 hours of delivery with photos and the batch/lot number. We will offer, at our option, a replacement or a partial/full refund of the affected item.
8. Withdrawal and returns (EU consumers)
EU consumers may have a 14-day withdrawal right under consumer law. Sealed lyophilised laboratory vials that have been unsealed are typically excluded from withdrawal for health and hygiene reasons, in line with EU consumer protection rules. To request a withdrawal, email [email protected] with your order number before using the product. See the Terms and Conditions, section 7, for full details.
9. Contact
Orders: [email protected]
Legal: [email protected]