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REFUND & RETURNS POLICY

This policy sets out how cancellations, returns and refunds are handled for orders placed with ResearchChemUK. It applies to research chemicals and laboratory materials purchased through this website.

Because ResearchChemUK supplies products strictly for legitimate laboratory and research use, the returns process reflects the handling and safety requirements that apply to chemical materials. Nothing in this policy affects your statutory rights.

If you have a question about a specific order, please [contact us] before returning anything.

WHO THIS POLICY APPLIES TO

Consumer and Business Customers

If you are a consumer (an individual purchasing for purposes outside your trade or profession), you have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. The relevant sections of this policy explain how those rights apply to research chemical orders.

If you are a business customer (a laboratory, institution, company or sole trader purchasing for research or commercial purposes), consumer cancellation regulations do not apply. Returns and refunds for business orders are handled according to the terms agreed at the point of sale and the conditions set out below.

If you are unsure which category applies to your order, [contact us] and we will confirm.

YOUR RIGHT TO CANCEL (CONSUMER CUSTOMERS)

Cancellation Before Dispatch

If your order has not yet been dispatched, you may cancel it for a full refund. [Contact us] as soon as possible with your order reference. If the order has not left our premises, we will cancel it and refund the full amount paid.

Cancellation After Dispatch — 14-Day Cooling-Off Period

Where consumer cancellation rights apply, you have 14 days from the day you receive your order to cancel the contract without giving a reason.

To exercise this right, you must notify us of your decision to cancel before the 14-day period expires. You may do this by [contact method placeholder — email or contact form]. A clear written statement is sufficient; you do not need to use a specific form, though we recommend including your order reference and the products concerned.

Once you have notified us, you must return the goods within [14 days placeholder — confirm the window you will apply]. The cost of returning the goods is [your decision — borne by the customer / borne by ResearchChemUK / stated per order]. We recommend using a tracked service, as we cannot process a refund for returned items that do not reach us.

When the 14-Day Right Does Not Apply

The consumer right to cancel does not apply to certain categories of goods. This includes:

  • Sealed goods that have been unsealed after delivery, where they are not suitable for return for health protection or hygiene reasons. Because research chemicals are handled materials, [confirm whether you apply this exemption — it is common practice in this sector but must be stated clearly]
  • Goods that are liable to deteriorate or expire rapidly
  • Goods that have been opened, used, or are no longer in their original sealed packaging
  • Bespoke or made-to-order items, where applicable

If you are uncertain whether the exemption applies to a specific product, [contact us] before ordering.

RETURNS — WHAT CAN AND CANNOT BE RETURNED

Return Conditions

[This section must reflect your actual practice. The conditions below are the standard position for research chemical suppliers — confirm each one before publishing.]

To be accepted for return, items must generally be:

  • Unopened and in their original, sealed packaging
  • Undamaged and in a resalable condition
  • Accompanied by the original order reference and any documentation supplied
  • Returned within [return window placeholder] of delivery

We cannot accept returns of:

  • Opened or partially used products
  • Products where the seal has been broken
  • Products that have been stored outside the recommended storage conditions
  • Products that have been contaminated, altered or repackaged
  • Items marked as non-returnable at the point of sale
  • Documentation or reference materials that have been downloaded or accessed digitally

This is not a restriction on your statutory rights. If an item is faulty, damaged in transit, or not as described, different conditions apply — see the section below.

FAULTY, DAMAGED OR INCORRECT ITEMS

If Something Is Wrong With Your Order

If your order arrives damaged, faulty, or is not the item you ordered, please [contact us] within [timeframe placeholder] of delivery with:

  • Your order reference
  • Photographs of the item and its packaging, where damage is involved
  • A description of the issue

We will investigate and, where the issue is confirmed, arrange a replacement or a full refund. Where the fault is ours, we will cover the cost of return.

Your statutory rights under the Consumer Rights Act 2015 apply in full and are not affected by any other term in this policy.

HOW TO REQUEST A RETURN OR REFUND

The Process

[Replace the placeholders with your actual process and contact details before publishing.]

01 — Contact us before returning anything.
Email [contact email placeholder] or use our [contact form] with your order reference and the reason for the return. Do not send items back without prior authorisation, as unauthorised returns may be refused.

02 — Receive return authorisation.
We will confirm whether the return is accepted and provide the return address and any instructions.

03 — Return the goods.
Package the items securely and return them within the agreed window. We recommend a tracked service. [State here whether return postage is covered by the customer or by ResearchChemUK, and in what circumstances.]

04 — Refund or replacement.
Once the returned items are received and inspected, we will process a refund or arrange a replacement.

REFUNDS

How Refunds Are Processed

[Confirm your actual practice for each item below.]

  • Refunds are issued to the original payment method.
  • Refunds are processed within [timeframe placeholder] of the returned goods being received and inspected, or of the cancellation being confirmed if the goods were not dispatched.
  • Where cryptocurrency was used for payment, refunds are [state your practice — e.g. refunded in the same cryptocurrency at the value received, or in GBP]. [This must be confirmed — crypto refunds have specific complications you should decide on in advance.]
  • Where the consumer 14-day right applies and the order was not dispatched, the full amount including standard delivery is refunded.
  • Where the consumer 14-day right applies and the order was dispatched, the full amount including standard outbound delivery is refunded. [Confirm whether you refund the cheapest standard delivery option or the actual delivery paid.]

We cannot refund items that are lost in transit on their return journey where a non-tracked service was used at the customer’s choice.

Partial Refunds

Where an order contained multiple items and only some are returned, the refund covers the returned items and any proportional delivery adjustment where applicable.

CANCELLATION BY RESEARCHCHEMUK

If We Cannot Fulfil Your Order

In rare circumstances — for example, if a product becomes unavailable after your order is placed, if we cannot verify that an order complies with our research-use terms, or if delivery cannot be made to your location — we may cancel your order.

If we cancel, you will receive a full refund of the amount paid, processed to the original payment method.

INTERNATIONAL ORDERS

Returns from Outside the UK

International orders are subject to the same return conditions set out above. Where a return is required, the customer is responsible for arranging and covering the cost of return shipping unless the fault is ours.

[Confirm your position on whether international returns are accepted at all. Some suppliers restrict returns to UK addresses only. If so, state it here clearly.]

Any customs duties or import charges incurred are the responsibility of the customer.