Returns and Cancellations
The statutory cancellation right you hold, what the hygiene exemption means for a sealed vial, and how we handle an order that goes wrong.
Your cancellation right
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a consumer buying at a distance may cancel within 14 days of receiving the goods, with no reason required.
That right covers orders placed on this site.
The exemption that applies to sealed vials
Regulation 28(3)(b) sets the cancellation right aside for goods sealed for health protection or hygiene reasons, where the seal has been broken after delivery.
A sealed sterile vial is precisely that. So:
- Unopened, seal intact, your 14-day right stands. Let us know within 14 days of delivery and send it back in the state it arrived in.
- Opened, or the seal broken, the right falls away, since the vial cannot be resold or vouched for to anyone else.
This is a matter of statute, and binds every supplier of sealed sterile goods.
If the order is wrong or faulty
A wholly separate case, to which none of the above applies. Where we shipped the wrong item, something turned up damaged, or the goods are not as described, let us know and we will set it right, by replacement or refund. That is your right under the Consumer Rights Act 2015, and nothing on this page touches it.
Quote the batch number from the label. That is how we trace what was sent to you.
How to start
Get in touch with your order number and, where one exists, the batch number. Hold off sending anything back until you have spoken to us. A return that arrives unannounced cannot be matched to an order with any certainty.
On a change-of-mind cancellation the return postage is yours. On something wrong or faulty it is ours.
Returns and Cancellations questions
Can I return an unopened vial?
Yes, within 14 days of delivery under the Consumer Contracts Regulations 2013, so long as the seal is intact and it is in the state it arrived in.
Can I return a vial once it has been opened?
No. Regulation 28(3)(b) sets aside the cancellation right for goods sealed for health or hygiene reasons once the seal is broken, and a sealed sterile vial sits within that.
What if the order is wrong or damaged?
That falls separately under the Consumer Rights Act 2015. Get in touch with your order number and the batch number and we will replace or refund it, with the return postage paid by us.