Quality Guarantee & Claims Policy

Scope of this policy

Our products are supplied through a specification-led inquiry and quotation process for laboratory and scientific research use only. The product, variant, quantity, packaging, documentation and acceptance specification confirmed in the final quotation form the basis of any quality claim.

This policy applies to product quality, shipping damage and supply errors. It is not a conventional consumer retail change-of-mind return policy.

Freedom / Janoshik Analytical guarantee

You may submit the product to Freedom or Janoshik Analytical. If the complete report confirms that purity or endotoxin does not meet the specification agreed in writing before supply, submit the report and relevant batch details for review.

Once the purity or endotoxin failure is verified, we replace or compensate the affected goods and reimburse the reasonable fee charged for the relevant test.

Important: The applicable specification is the specification recorded in the accepted quotation or written supply confirmation—not a specification introduced after delivery.

Information required for a quality claim

To allow the result to be reviewed and matched to the supplied batch, please provide:

• Your quotation, inquiry or supply reference
• Product name, variant, SKU and batch or lot number
• The complete, unedited report issued by Freedom or Janoshik Analytical
• The purity and/or endotoxin test method, result, acceptance criteria and laboratory details
• The laboratory invoice or receipt when requesting testing-fee reimbursement
• Available records showing receipt, storage, handling and sample preparation
• Clear photographs of the product label and packaging

How to submit a claim

1. 1Open the Contact Us page and select a product or quality-related inquiry.
2. 2Provide the supply reference, product and batch details, then describe the issue.
3. 3Attach or make available the laboratory report, testing invoice and supporting records requested by our technical team.
4. 4Keep the affected product, packaging and remaining sample until the review is complete. We will confirm the next step after reviewing the evidence.

Our remedy for a verified purity or endotoxin failure

The goods compensation/replacement and testing-fee reimbursement apply to the affected product and batch confirmed by the report review. Unless required by applicable law or agreed by us in writing, the guarantee does not include consequential loss, lost research time or unrelated third-party costs.

• Reimbursement of the reasonable fee charged by Freedom or Janoshik Analytical for the relevant test
• Replacement or compensation of the affected goods confirmed by the report review
• Reasonable replacement shipping arranged or covered by us

Claims that may not qualify

• The result meets the specification agreed before supply
• The report is not issued by Freedom or Janoshik Analytical, or cannot be matched to the product or batch supplied by us
• The testing method or acceptance criteria are not appropriate for the agreed specification
• The sample was contaminated, altered, improperly stored or handled outside the supplied instructions
• The documentation provided is incomplete, modified or cannot be independently verified
• The claim concerns fitness for human or veterinary use; all products are for research use only

Product, specification & quantity guarantee

Before dispatch, we reconcile the product name or SKU, variant or specification, declared content per unit, batch or lot label, package count and total confirmed quantity against the accepted quotation and packing record.

If the shipment is damaged, short, contains the wrong product or specification, or otherwise differs from the final written supply confirmation, contact us promptly and keep all product and shipping packaging. Once verified, we supply the missing quantity or replace the incorrect goods at no product charge and arrange or cover reasonable correction shipping.

Cancellations and change of mind

Because products may be sourced, allocated, prepared or packaged against an accepted quotation, cancellation or change-of-mind requests are not automatically eligible for return or refund after fulfilment work has begun. Contact us as soon as possible; any cancellation, return or credit outside the quality guarantee is considered case by case and must be approved in writing before goods are sent back.

Do not return any product without written return instructions. Unauthorised returns may not be accepted.