Ivory
Refunds & Returns
Last updated August 2026
What happens when an order needs to be cancelled, replaced or refunded, including the cases where we cannot, and why.
1. Before your order ships
You may cancel any order at no cost until it has shipped. Email support@ivoryperformance.com with your order reference and we will cancel and refund in full. Once a batch has been allocated and dispatched we can no longer do this.
2. After your order ships
Because these are research compounds, all sales are final once shipped. A vial that has left our custody cannot be verified, re-certified or returned to inventory, its storage and handling are no longer documented, and reselling it would compromise the chain of custody every other customer relies on. This is standard across the industry and is not a comment on any individual order.
3. When we will replace or refund
We will replace an order, or refund it in full, where the fault is ours: the item arrived damaged in transit, the wrong item or size was sent, the batch number on the vial does not match the certificate supplied, or the material fails the specification stated on its own certificate of analysis. Report any of these within 7 days of delivery and we will resolve it.
4. Orders that do not arrive
If tracking shows no delivery within 30 days of dispatch, contact us and we will open a claim with the carrier. Where a parcel is confirmed lost we will replace or refund it. Where tracking shows delivery to the address you supplied, we cannot refund a parcel taken after delivery, please make sure the shipping address is one where a package can be received safely.
5. What we cannot refund
We cannot accept a return or issue a refund for material that has been opened, reconstituted, decanted or stored outside the conditions stated on its certificate. We also cannot refund on the basis of experimental results, outcomes at the bench depend on protocol, handling and storage after delivery, none of which we control. What we warrant is identity and purity as certified, not what the material does in your hands.
6. How refunds are made
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Where the original method cannot accept a refund, we will agree an alternative with you. Shipping charges are refunded only where the whole order is refunded and the fault was ours.
7. How to raise a request
Email support@ivoryperformance.com with your order reference and, where relevant, photographs of the packaging, the vial and its label. Anything involving a damaged or incorrect delivery is far easier to resolve with a photograph taken before the packaging is discarded.
If something has gone wrong with an order, tell us before you tell your bank. We would much rather fix it, and in almost every case, we can.
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