St John's Laboratory Guarantee
We are confident in the quality and reliability of the products supplied by our company, and guarantee that each product meet the specifications provided on its product datasheet. If a product does not perform as expected according to the specifications outlined our technical support team is committed to working with you to resolve the issue. Products which are damaged upon delivery, fall outside of stated performance criteria, or do not respond to standard troubleshooting may qualify for either a replacement or a refund.
Additional details for specific product categories are outlined below:
Antibodies
Our antibodies are supported for use in the applications and species listed on their respective datasheets. Due to the unique nature of biological systems, performance in unlisted applications or sample types cannot be guaranteed, and therefore do not form part of this guarantee. Users are encouraged to perform their own initial tests with antibodies they purchase to ensure optimal results for their desired experimental conditions.
Proteins and Peptides
We ensure that our proteins and peptides meet the structural and purity levels stated in their datasheets. However, due to the range of possible research applications, we do not provide performance guarantees in specific use cases. Activity levels are confirmed under internal testing protocols only, and may vary in other conditions.
Immunoassays (ELISA & CLIA Kits)
St John’s Laboratory guarantees the quality and integrity of each component in our immunoassay kits, including the generation of an accurate standard curve within the kit's defined range. Because biological samples vary greatly, we cannot promise detection of specific targets in all user-prepared samples. To help ensure success, we recommend validating with appropriate positive controls before applying experimental samples.
Please note: Due to the sensitive nature of certain kits, orders of more than 5 units of the same catalog number are non-returnable and non-refundable once shipped.
Returns and Eligibility
To qualify for product return, refund or replacement, a Troubleshooting Form must be submitted within the following timelines:
Antibodies - within 12 months of receipt of purchased goods
Kits - within 6 months of receipt of purchased goods
St John’s Laboratory retains the right to assess claim eligibility on a case-by-case basis, and refunds are limited to the amount paid for the product at the time of purchase. We will endeavour to provide replacements for the same product, but where an alternative lot for the same product is not available, we will work with you to provide an alternative of similar value.