Returns and replacements

Contents

What is on this page

1. 01No change-of-mind returns — the regulation 28(3)(a) position
2. 02Faulty, damaged or mis-shipped goods
3. 03How replacements are handled
4. 04What cannot be accepted back
5. 05Statutory rights are not affected

1. 01No change-of-mind returns — the regulation 28(3)(a) position

   The standard 14-day right to cancel a distance contract does not apply to this catalogue. The materials are supplied sealed and tamper-evident, and fall within the regulation 28(3)(a) exemption in the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 — sealed goods which are not suitable for return for health-protection or hygiene reasons, once that seal is broken.

   For that reason change-of-mind returns are not accepted. Please check the item, the size and the delivery option before submitting an order. Faults and mis-shipments are dealt with separately in clause 2, and nothing in this clause affects those rights.

2. 02Faulty, damaged or mis-shipped goods

   If a vial arrives damaged or broken, if the tamper seal is compromised, or if the wrong item or lot ships, it will be replaced at no charge.

   Tell us through the contact page and include photographs of the shipping envelope and any visible damage, the vial or vials in question showing the lot identifier, and the packing slip.

   Damage in transit must be reported within 48 hours of receipt, with photographs of the packaging and the goods — the same window the terms of supply state for damage generally.

   The same 48-hour window applies to a wrong item or lot, and to a compromised tamper seal, where this is apparent when you open the parcel — report it within 48 hours of receipt in the same way as transit damage. Where a fault is not apparent until later, tell us within 48 hours of when you discover it. Your statutory rights under the Consumer Rights Act 2015 (see clause 5) are not affected either way.

3. 03How replacements are handled

   Once the fault is confirmed from the photographs, a replacement of the same item is sent. Outbound shipping on a replacement is not charged where the fault or the mis-shipment was ours.

   Where an identical replacement cannot be supplied, we will offer either the closest equivalent item or a refund of the amount paid for that item, whichever you prefer. No payment is taken on this website. Once we have received your order we will send you a secure payment link, and we prepare your order when payment has been received. A refund under this clause is arranged with you directly in the same way. Your statutory rights in respect of faulty goods are unaffected either way — see clause 5.

4. 04What cannot be accepted back

   • Vials that have been opened, or whose seal has been broken.
   • Items returned without a return being agreed first.
   • Items received more than 30 days ago.

   This list is about the physical condition of goods and about process. It is not a restriction on the statutory rights described in clause 5.

5. 05Statutory rights are not affected

   Nothing in this policy limits your rights under the Consumer Rights Act 2015. If a remedy under that Act conflicts with anything stated on this page, the statutory rule prevails.

See also Delivery and Terms.