Returns & refunds.

Consumers in the European Union have a statutory 14-day right of withdrawal from the day the goods are received. Because our reference materials are sealed goods that cannot be returned for health-protection or hygiene reasons once the seal is broken, the right of withdrawal lapses for any vial whose tamper seal has been opened, or which has been reconstituted, frozen, thawed or otherwise handled outside its original sealed state.

Unopened, unused items in their original sealed packaging can be returned within 14 days of delivery.

Email support@reta24.nl with your order reference, the items concerned and photographs of the sealed packaging. We reply with a return authorisation and the return address within two business days. Returns sent without authorisation cannot be processed.

Returned goods must arrive intact, sealed and stored correctly. Return shipping costs are borne by the buyer unless the return is caused by our error or by a damaged or incorrect delivery. We recommend a tracked service; the buyer carries the risk until the parcel reaches us.

If a shipment arrives damaged, incomplete or incorrect, notify us within 48 hours of delivery with photographs. We replace the affected items at our cost or, where a replacement is not possible, refund them in full.

Approved refunds are issued to the original payment method within 14 days of receiving the returned goods or of accepting a damage claim. Card refunds usually appear within 5 business days; SEPA bank transfers are refunded to the account the payment came from. Original shipping charges are refunded when the entire order is returned under the right of withdrawal.

We cannot accept returns of opened, reconstituted or improperly stored material, of accessories with broken sterile packaging, or of items reported more than 14 days after delivery. Change of mind after a seal is broken, experimental results and misuse are not grounds for a refund.

Orders can be cancelled free of charge until they are dispatched. Email support@reta24.nl as soon as possible; once tracking is generated the return procedure above applies.

Returns and refunds: support@reta24.nl.