Returns & Refunds

Your statutory rights and our returns process for UK and US customers. [REVIEW: must be confirmed by counsel — statutory rights differ by jurisdiction and product type]

UK customers — Consumer Contracts Regulations 2013

Where the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 apply, consumers ordering at a distance have a 14-day right to cancel from the day after the goods are received. However, the Regulations provide an exception for goods that are sealed for health or hygiene reasons and have been unsealed after delivery, and for goods that are liable to deteriorate rapidly. Because our products are supplied as sterile, sealed research materials, items whose tamper-evident seal has been broken cannot be returned for these reasons. [REVIEW: confirm whether and how the hygiene/perishable exemptions apply to your specific products with a UK solicitor.]

Damaged, defective, or incorrect items

This policy does not affect your statutory rights. If an item arrives damaged, defective, or is not what you ordered, contact us within 48 hours of delivery with your order number and photographs. We will arrange a replacement or refund for verified cases.

US customers

Returns for US customers are handled in line with applicable state consumer-protection law and the conditions above for sealed research materials. [REVIEW: confirm US returns handling and any state-specific requirements with US counsel; confirm whether US shipments are offered at all for each product.]

Refund method & timing

Approved refunds are issued to the original payment method. Because payments are taken by open-banking bank transfer rather than card, refunds are processed as an outbound bank payment and may take longer than a card reversal; we aim to process within 5–10 business days of approval. [REVIEW: confirm refund mechanics with your open-banking provider — A2A refunds are handled differently from card refunds.]