Refund policy

Returns & Refunds Policy

Returns

Under the UK Consumer Rights Act 2015, customers have the right to receive goods that are as described, of satisfactory quality, and fit for purpose. If a product is faulty, damaged, or incorrect, customers are entitled to a repair, replacement, or refund in accordance with statutory rights.

If you receive an item that is damaged, defective, or incorrect, please contact us as soon as reasonably possible after delivery so the issue can be assessed. You may be asked to provide:

  • Order details
  • Photographs of the item and packaging
  • A description of the issue

Nothing in this policy limits or excludes your statutory rights under UK law.

Right to Cancel (Distance Selling Regulations)

Under the Consumer Contracts Regulations 2013, customers purchasing online have the right to cancel their order within 14 days of receiving the goods, unless an exemption applies.

Due to the nature of laboratory research materials, products may only be eligible for cancellation if they are unused, unopened, and in their original condition. Where goods are sealed for health protection or hygiene reasons, the right to cancel may be lost if the seal is broken after delivery.

We do not offer exchanges.

To exercise the right to cancel, customers must notify us in writing within 14 days of delivery. Returned goods must be sent back within 14 days of cancellation approval.

Refunds

Where a refund is due under statutory rights or an approved cancellation:

  • Refunds will be issued to the original payment method
  • Standard delivery charges (if paid) will be refunded where required by law
  • Refunds are processed within 14 days of receiving the returned goods or receiving evidence of return

Deductions may be made for any loss in value resulting from handling beyond what is necessary to inspect the goods.

Incorrect Delivery Information

Customers are responsible for providing accurate shipping details at checkout. If an order cannot be delivered due to incorrect address information supplied at the time of purchase, additional delivery charges may apply for reshipment.

Refused or Undeliverable Orders

If an order is returned due to failed delivery attempts or refusal, we will contact the customer to arrange redelivery. Additional shipping costs may apply.

Contact

For returns or cancellation requests, please contact us using the contact details provided on our website.