Frequently asked questions

Every product on this site is supplied strictly for laboratory research use. It is not a drug, a medicine, a supplement or a cosmetic, and it is not intended for human or veterinary use, diagnostic use, therapeutic use, cosmetic use, dietary use or personal use of any kind. See research use only for the full position.

This site is for people aged 18 or over who are buying research materials for laboratory research use. It is not for anyone intending personal, human or veterinary use.

Voltranis Labs supplies these products for laboratory research use only. We are not able to provide guidance on use, dosage or administration. That applies to every channel — the site, email, forms, comments and direct messages alike, and however the question is phrased.

Only if they are acquiring it on the same research-use condition, and only if you pass that condition on to them in writing. You must not supply it to anyone for human or veterinary use, or to anyone you believe intends that, and you must not repackage, relabel or resell it to the general public. The full position is in the terms and conditions of supply.

Lyophilised vials, reconstituted pens and nasal sprays. The exact sizes and formats available for a given product are on the shop.

As a laboratory material, in the format it is supplied: a sealed vial, a pen and a nasal spray each have their own storage requirements, stated on the product label. This page does not give preparation, reconstitution or administration guidance for use — see the question above.

A certificate of analysis is a per-lot document produced by a laboratory. What it records, and how to request the one for your lot, is fully explained on the certificates of analysis page — this answer will not repeat it, so that there is one place it can be kept correct.

All three are supply formats, not usage instructions. A vial is supplied as a lyophilised (freeze-dried) powder. A pen is the same compound supplied already reconstituted, ready in the device. A cartridge holds one vial’s worth of the same material, filled into a glass cartridge instead of a vial. A dual-cartridge pen is a single device supplied with its compound and diluent held in two separate chambers, sold as its own product rather than sized from a vial. Which sizes and formats exist for a given product are on the shop.

It is listed on the certificates of analysis page as not yet published, rather than left off silently. Tell us which product you have through the contact page and we will ask our supplier and tell you plainly if nothing is held for it yet.

You choose products and formats in the shop and place your order at checkout. You pay by bank transfer, authorised in your own banking app on our payment provider’s secure hosted page. Where an additional online wallet option is shown at checkout, you can choose it instead and authorise that payment on that provider’s secure hosted page. No card or bank details are entered on this site. If you choose to collect your order, you can pay in cash when you collect instead. Every order is governed by the terms and conditions of supply.

An account is offered but never required: you can check out without one. With an account you can see your orders and your messages with us in one place.

Great Britain only. You can also collect your order yourself at a booked time, with no delivery charge — the delivery page has the hours and booking rules.

Every order is dispatched within 24 to 48 hours and sent by Royal Mail tracked Special Delivery, for delivery by 1pm. There are no deliveries on a Sunday.

An order sent to a partner gym is not posted. It is dropped at the gym every Monday and Friday and held at reception for the member named on the order.

Cancellation, returns and refunds are set out in the terms and conditions of supply, which govern every order in full — this page does not restate them.

Bank transfer, authorised in your own banking app on our payment provider’s secure hosted page. Where an additional online wallet option is shown at checkout, it is authorised on that provider’s own secure hosted page. No card or bank details are entered on this site. If you choose to collect your order yourself, you can pay in cash instead when you collect it; cash is only taken for a collected order, never for a delivered one.

When you submit an order you are given a reference beginning “VTO-”. Keep it — it is how you and we identify the order afterwards, including if you contact us about it. The reference is an acknowledgement that we have received your order; it is not the same as us accepting it.

If you pay by bank transfer, yes: you authorise the payment in your own banking app, on the payment provider’s page, when you submit the order, before we have told you it is accepted. The same is true of an online wallet payment, where that option is shown at checkout: you authorise it on that provider’s page when you submit the order. A contract is only made once we confirm acceptance — for example, we may decline an order if an item turns out to be unavailable. If we decline an order you have already paid for, we refund it in full. If you choose to collect and pay in cash, nothing is charged until you actually pay at collection.

No. We deliver to addresses in Great Britain only, and an order giving any other country is refused when it is submitted. We do not ship internationally.

Yes. Choose collection at checkout and book a time — Monday to Friday, 17:00 to 20:00, by booking only. Book a 15-minute time at checkout. Times open from the next weekday and run up to two weeks ahead. Bank holidays in England and Wales are closed. There is no delivery charge on a collected order, and you can pay by bank transfer when you order or in cash when you collect; cash is only ever taken for a collected order.

Tell us through the contact page with your order reference and, where you can, photographs — within 14 days of delivery, and sooner for transit damage, because carriers apply their own time limits to a claim. Where goods are faulty, not as described, or not what you ordered, we replace or refund them and we pay the cost of returning them.

Not usually. Items are sent out sealed, and once the seal on an item has been broken after delivery it is not suitable for return for health-protection and hygiene reasons, so the statutory cancellation right no longer applies to it — other items in the same order that are still sealed are unaffected. This does not touch your right to a replacement or refund for something faulty, damaged in transit, short, or not what you ordered. The full position is in the terms and conditions of supply.

A refund goes back down the same route the payment came in on, and only that route — a bank-transfer payment is refunded to the bank account the payment came from, and an online wallet payment is refunded to the online wallet it came from; we cannot send it to a different account or by another method. Where you paid in cash at collection, we agree with you how the refund is made. On a cancellation we are refunding in full, we also refund the delivery charge you paid. We refund within 14 days of receiving the goods back, or of you showing they have been sent, whichever is sooner.

A small, approved group who represent Voltranis Labs publicly, on signed terms, with a personal tracked code. Full structure, figures and conduct rules are on the ambassador programme page.

By application and approval — see the ambassador programme page for who it suits and how it is structured.

It gives the person ordering a discount at checkout, and the order is credited to the ambassador whose code was used. A code is personal to the ambassador it was issued to — it cannot be sold, transferred or shared as a public offer, and one code applies per order. The rates themselves are set out in each ambassador’s signed agreement; see the ambassador terms.

Anything earned on that order is reversed. Nothing is earned at all on an order that is never paid for — earning only happens on an order that goes through.

See the privacy notice for what is collected, why, and your rights over it. This page does not hold a second version of that notice.

Through the contact page. That form reaches the business directly and is the fastest route for anything not answered here.

Through the contact page. We reply within one month, there is no charge, and we may ask for enough information to be satisfied you are who you say you are. Some records — an order we are required to keep for tax purposes, for example — cannot simply be deleted on request, and where that applies we say so and explain why. The full list of your rights is in the privacy notice.