Returns & refunds

An order can be cancelled at no cost any time before it ships. Email support@avenza.bio with your order reference.

Unpaid orders are held for 3 business days. If no transfer arrives in that time, the order is cancelled automatically and the stock is released; nothing is owed.

Because of the nature of research materials, and to protect the integrity of every lot we supply, we cannot accept returns of opened, used, or improperly stored products, or of products returned without prior authorisation.

If an order arrives damaged, short, or with the wrong item, email support@avenza.bio within 7 days of delivery with your order reference and photographs of the packaging and contents.

Once confirmed, we will send a replacement or issue a refund for the affected items, at your choice. You do not need to return the damaged item unless we ask for it.

If tracking shows no movement for 7 business days, or a package is marked delivered but has not arrived, contact us and we will open a claim with the carrier and replace or refund the order once it is resolved.

Refunds are sent by Zelle to the account the payment came from, normally within 5 business days of approval. Shipping charges are refunded where the error was ours.