Returns

The window

The return window, counted from the day your order is delivered, will be confirmed before the store opens.

Email our support address (published before the store opens) first, with your order number and what you want to send back. We reply with a return address. Parcels that turn up without that are hard to match to an order, and the refund waits while we work out whose it is.

What condition it has to be in

We take back anything we can honestly sell to the next person: complete, in its retail packaging, with the foam insert unmarked.

Trying the fit is fine. Put your vials in, close the lid, see whether it works. That is what the case is for, and doing it does not cost you the return. What we cannot resell is a case that has been carried: scuffs on the shell, or a foam insert with vial rings pressed into it. How those returns are handled will be confirmed before the store opens.

Who pays the postage

Changed your mind: who pays the return postage will be confirmed before the store opens.

Wrong item, faulty item, or our packing error: we pay. We email you a prepaid label.

Keep the proof of postage until the refund shows up. Until the parcel reaches us it is still in your name.

Faulty goods

A split seam, a powered cooler that will not run. Email our support address (published before the store opens) with your order number and a photo of the fault.

We replace it or refund it, whichever you prefer.

How the refund is issued

The refund goes back to the payment method you used. We cannot send it anywhere else, and we do not issue store credit unless you ask for it.

We refund the price of the item. Whether outbound shipping is refunded on a change-of-mind return will be confirmed before the store opens. If the item was faulty or wrongly sent, you get the shipping back too.

We start the refund once the parcel reaches us and passes a check; the processing time will be confirmed before the store opens. Your bank decides how long it then takes to appear. We email you when we send it.

What we cannot take back

• Cases returned without the foam insert, or with a different insert in them.
• Anything returned after the return window.
• Items bought from someone other than us. We can only refund an order we shipped.