Returns and refunds

If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you the right to cancel a distance contract within 14 days, without giving any reason.

The cancellation period ends 14 days after the day on which you, or a person you nominated other than the carrier, take physical possession of the goods. Where an order is delivered in more than one consignment, it ends 14 days after the day you receive the last consignment.

This right is separate from, and in addition to, your rights if something is faulty — see clause 4.

Each vial is supplied sealed for health protection and hygiene reasons. Under regulation 28(3)(b) of those Regulations, the right to cancel does not apply to goods sealed for health protection or hygiene reasons which have been unsealed after delivery.

In practice this means: a vial whose seal is intact may be returned under clause 1; a vial that has been opened, punctured, or whose tamper-evident seal has been broken cannot be, and we cannot refund it. We cannot verify the sterility of a vial that has left our control and been unsealed, and we will not resell one.

This exception does not affect your rights if the product is faulty, damaged, or not as described. Those rights apply whether or not the vial has been opened.

To cancel, tell us clearly before the 14-day period ends. Email our contact page with your order number, your name, your address, and a statement that you are cancelling. A phone call or an ambiguous message is not enough — put it in writing so both of us have a record of the date. You may use the model cancellation form in Schedule 3 of the Regulations, but you do not have to.

After telling us, send the goods back within 14 days, unopened, with seals intact, and in their original packaging where possible. We will confirm the return address in writing when we acknowledge your cancellation, and the 14 days run from the day we give it to you. Please wait for it rather than sending the parcel to any other address.

You pay the cost of returning the goods, and you are responsible for them until we receive them. We recommend a tracked service and keeping proof of postage; without it, we may be unable to refund a parcel that does not arrive. You are liable for any reduction in the value of the goods caused by handling them beyond what is necessary to establish their nature and characteristics, and we may deduct that amount from your refund.

Under the Consumer Rights Act 2015 the goods we supply must be of satisfactory quality, fit for purpose and as described. If they are not, you have the right to:

• reject them and get a full refund within 30 days of delivery (the short-term right to reject);
• a repair or replacement after those 30 days; and
• a refund, in whole or in part, if a repair or replacement is unsuccessful, or cannot be provided within a reasonable time and without significant inconvenience to you.

If your order arrives damaged, incomplete, or is not what you ordered, tell us within 14 days of delivery. Please include your order number, a description of the problem, and photographs of the item and its outer packaging — including any damage to the box, which is what we need to raise a claim with the carrier. Do not discard the packaging until the claim is settled.

We will not ask you to return a broken or leaking vial where doing so is impractical or unsafe. Reporting after 14 days does not remove your statutory rights, but it may make a transit-damage claim harder to evidence.

If your order has not arrived, contact us and we will investigate with the carrier. If the goods are lost in transit they remain at our risk, and we will resend or refund at your choice. Where the carrier records a delivery that you did not receive, we will raise the matter with them; that process can take up to 14 days and we will keep you updated. Deliveries that fail because the address you supplied was wrong or incomplete, or because the parcel went unclaimed, are not our responsibility, though we will always try to help.

Where you have cancelled under clause 1, we refund within 14 days of the day we receive the goods back, or of the day you supply evidence of having sent them, whichever is earlier. Where you have not yet received the goods, we refund within 14 days of the day you told us you were cancelling. Refunds for faulty goods are made without undue delay once we have agreed the fault.

We refund the price you paid for the goods and the basic cost of delivery to you, if any was charged. Where you chose a more expensive delivery option than our standard one, we refund only the standard cost. We do not refund the cost of returning the goods to us.

Refunds go back to the payment method you used and no other. Card, Apple Pay and Google Pay refunds are issued through Stripe and typically appear on your statement within 5 to 10 working days, depending on your bank — that part is outside our control. We do not charge a restocking or administration fee.

Cryptocurrency payments cannot be reversed. Where an order paid in cryptocurrency is refunded, we return the equivalent amount to a wallet address you confirm to us in writing, and we are not responsible for any change in exchange rate between payment and refund, or for a refund sent to an address you gave us incorrectly.

The rights in clauses 1 to 3 are consumer rights and do not apply to purchases made in the course of a business. Business customers may return goods only with our prior written agreement, and we may apply a restocking charge. Nothing in this clause affects a business customer’s remedies where goods are not of satisfactory quality or do not correspond with their description. Our full terms for business customers are in our terms and conditions.

A monthly plan sends one box a month. For a plan, the 14-day period in clause 1 ends 14 days after the day you receive the first box, and the exception for sealed goods in clause 2 applies to every box.

After that you can still cancel a plan at any time. We stop sending boxes and refund what you paid less the boxes already sent. How that is worked out is in clause 8 of our terms and conditions.

If you are unhappy with how a return or refund has been handled, contact us at our contact page and we will look into it. Your statutory rights against BacLab are unaffected by anything in this policy. Our complaints process is set out in clause 13 of our terms and conditions.