Returns & Refunds

Our Hello BioPromise quality guarantee includes a returns and refunds policy that is straight-forward and hassle free: 


Small molecules & biochemicals

If you are not completely happy with the quality of your product, we will offer a replacement or full refund, including delivery charges. The process is straight forward and hassle free – simply contact our Customer Care Team within 3 months of receipt, and they will sort it all out for you.



If your antibody product does not perform as described on our website and datasheet, simply contact our Customer Care Team within 12 months of receipt of your order. As long as the product has been handled correctly, we will offer you a replacement or refund.

If you are experiencing a protocol related issue, our team of experienced scientific experts will provide you with professional advice to help troubleshoot your protocol. Contact our Technical Help Team for advice.


Wrong item ordered or no longer need product

Perhaps you’ve made a mistake – and ordered too many, or even the wrong product? It does happen! If it’s a biochemical – we will be happy to refund you the cost of the product(s). However, in these situations, we are unable to refund the delivery charge – we are nice, but not that nice! You do also need to make sure that your product is unopened, and has been stored correctly.

Sadly, we are unable to accept the return of antibody products that you may have ordered in error – this is because they require careful handling to ensure optimal shelf life.


Incorrect product received

In the unlikely event you receive an incorrect item, please contact our Customer Care Team immediately. Please store the item in the original packaging, according to the storage instructions on the product datasheet and we will talk you through the returns process.