Refund & Return Policy

At SEVIA, we are committed to delivering research-grade products that meet the highest standards of quality and purity. Every order is carefully prepared and dispatched with care. In the event that something goes wrong, this policy outlines exactly how we will resolve it.

Due to the nature of our products as regulated research compounds, our returns policy is necessarily strict to maintain product integrity, regulatory compliance, and the safety of our customers and supply chain.

Not all orders are eligible for return. Please review the criteria below carefully before submitting a return request.

All return requests must be submitted to our support team before sending any item back. Do not return items without prior authorisation — unauthorised returns cannot be processed and will be returned to the sender at their expense.

Once your returned item has been received and inspected, we will notify you by email of the outcome. If approved, your refund will be processed promptly.

• Refunds are issued to the original payment method only. We cannot redirect refunds to a different card or account.
• If your original payment method is no longer active, please contact us before submitting your return so we can arrange an alternative.
• Partial refunds may be issued where only part of an order is returned or where an item shows signs of use.
• Original shipping charges are non-refundable unless the return is due to our error.

For eligible returns involving damaged, defective, or incorrectly supplied items, you may choose to receive a direct replacement rather than a refund. Replacements are dispatched at no additional cost once the original item has been returned and inspected.

• Replacement requests follow the same RMA process as standard returns. Please indicate your preference for a replacement when contacting support.
• Replacements are subject to stock availability. If the original product is out of stock, we will offer a full refund or store credit as an alternative.
• Replacements are dispatched using the same shipping method as your original order unless otherwise agreed.
• Only one replacement per original order line item is permitted. Subsequent issues must be raised as a new return request.

We take quality control seriously. Every order is inspected before dispatch. In the rare event that an item arrives damaged or is found to be faulty, we will resolve the issue at no cost to you.

• Inspect your order as soon as it arrives. Damage claims must be reported within 48 hours of delivery to ensure a swift resolution.
• Photograph the damaged item and its packaging before contacting us. Clear images significantly speed up the resolution process.
• Do not dispose of the item or its packaging before our team has reviewed your claim — we may request the item be returned for quality investigation.
• Transit damage caused by the courier will be covered by SEVIA. We will file any necessary claims with the courier on your behalf.

If you receive an item that does not match your order — whether that is the wrong product, the wrong quantity, or the wrong variant — we sincerely apologise for the error and will correct it immediately.

• Contact us at support@sevia.com within 14 days of delivery with your order number and a description (or photo) of what you received.
• We will arrange collection of the incorrect item and dispatch the correct product as a priority at no additional charge.
• If you prefer a refund instead of a replacement, we will process a full refund including any return shipping costs.
• In the case of a quantity shortfall, we will dispatch the missing items or issue a proportional refund — whichever you prefer.

International customers are welcome to submit return requests under the same conditions as domestic customers. However, please be aware of the following additional considerations:

• Return shipping for international orders is the customer's responsibility unless the return is due to our error or a product defect.
• International return shipping costs will not be reimbursed for change-of-mind returns or ordering errors.
• Orders seized or detained at customs due to import restrictions in your country are not eligible for refund. It is your responsibility to verify legality of import before ordering.
• Orders returned to us by customs authorities due to failed delivery will be assessed on a case-by-case basis. Refunds, where issued, will exclude original and return shipping costs.
• Please ensure the return parcel is clearly marked as "Returned Goods" on all customs documentation to avoid delays or additional duties.

Who bears the cost of return shipping depends on the reason for the return. The table below summarises our policy:

We recommend using a tracked shipping service for all returns. SEVIA cannot accept liability for returned parcels that are lost or damaged in transit on their way back to us. Retain your proof of postage until your refund has been confirmed.

Our customer support team is here to help with any questions about returns, refunds, or replacements. We aim to respond to all enquiries within 2 business days.

For other legal enquiries, please also review our Privacy Policy, Terms & Conditions, and Disclaimer.