Returns

The window

You have [return window in days — to confirm] from the day your order is delivered to start a return.

Email [support email — to confirm] 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, a scratched hinge, a foam insert with vial rings pressed into it. Those are handled as [restocking policy for used cases — to confirm].

Sealed consumables

Bacteriostatic water, alcohol prep pads and vial caps come back unopened only. The outer wrap has to be intact and the seal unbroken.

This is a hygiene rule, not a sales tactic. Once a seal is open we have no way to know how the item was stored, what it stood next to, or how long it was out of the box, and we will not put it in someone else's order on a guess. It applies even if you never used any of it.

Who pays the postage

Changed your mind: [return postage for change of mind — to confirm].

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 snapped hinge, a latch that will not hold, a split seam, a gel pack leaking at the weld, a powered cooler that will not run. Email [support email — to confirm] with your order number and a photo of the fault.

We replace it or refund it, whichever you prefer. A gel pack that arrived warm is not faulty; nothing on this site ships cold.

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. Outbound shipping is [outbound shipping refund policy — to confirm]. If the item was faulty or wrongly sent, you get the shipping back too.

We start the refund within [refund processing time — to confirm] of the parcel reaching us and passing a check. Your bank decides how long it then takes to appear. We email you when we send it.

What we cannot take back

• Opened bacteriostatic water, prep pads or vial caps, for the hygiene reason above.
• Cases returned without the foam insert, or with a different insert in them.
• Anything returned after [return window in days — to confirm].
• Items bought from someone other than us. We can only refund an order we shipped.