Right of withdrawal: not applicable to our products
Under Article 16(d) of Directive 2011/83/EU, the 14-day right of withdrawal does not apply to goods which are liable to deteriorate or expire rapidly. All products sold by Enhanced Republic are temperature-sensitive research compounds requiring uninterrupted cold-chain storage at 2 to 8°C. Any exposure to ambient temperatures, including during return shipping, causes chemical degradation that cannot be visually verified.
Under Article 16(e) of the same directive, the right of withdrawal is also excluded for sealed goods which are not suitable for return for reasons of health protection or hygiene once the seal has been broken after delivery. All our products are supplied sterile and sealed.
For these reasons, we do not accept returns of delivered products. This exemption is not a choice on our part. It follows directly from EU consumer law applied to temperature-sensitive research compounds.
When you can still contact us
There are three situations where we absolutely want to hear from you. In all three cases, we handle everything. You don't pay for anything, and you don't ship anything back.
1. Your package never arrived
If tracking shows no movement for 7 or more business days, email support@enhancedrepublic.com with your order number. We open a carrier investigation and ship a free replacement once the loss is confirmed.
2. Your package arrived damaged
If the outer packaging is visibly damaged, or any vial is broken, cracked, or leaking on arrival, email support@enhancedrepublic.com within 48 hours of delivery with:
- Your order number
- Photos of the outer packaging
- Photos of the damaged product
- Photo of the shipping label
We arrange a free replacement or full refund, whichever you prefer. No return shipment required.
3. You received the wrong item
If we sent the wrong product or the wrong quantity, email us within 48 hours with your order number and a photo of what you received. We ship the correct item immediately at no cost to you. You keep the incorrectly shipped item.
How refunds are processed
When a refund is approved under one of the above situations, we refund the original purchase amount via the same payment method you used:
- SEPA wire transfers: refunded within 5 business days.
- Card payments: refunded within 5 to 10 business days, depending on your bank.
- Cryptocurrency: refunded in the same cryptocurrency at the original EUR conversion rate, processed within 3 business days.
Orders not yet shipped
If you change your mind before your order ships, contact support@enhancedrepublic.com immediately with your order number. If we can cancel the order before dispatch, we refund the full amount. Orders typically ship within 24 hours of payment confirmation, so please contact us quickly.
A note on our approach
We've structured our business so you receive perfect product on the first shipment. Every order ships in cold-chain packaging with temperature protection, every batch has published lab results, and every vial carries a unique QR code that verifies authenticity the moment you receive it. If anything is ever wrong with your order, our priority is fixing it for you immediately, not processing returns of products that may no longer be safe to use.
Questions? Email support@enhancedrepublic.com and we'll reply within 1 business day.