Shipping and returns

Dispatch

Orders paid before 3pm (UK time) on a working day are usually dispatched the same day. Orders paid after the cut-off, at weekends or on UK public holidays are dispatched the next working day.

You’ll get a dispatch email with tracking as soon as your order leaves us. Tracking is also shown in your account.

A working day is Monday to Friday, excluding UK public holidays.

Delivery

United Kingdom: sent from our United Kingdom warehouse by the delivery option chosen at checkout.

• Royal Mail Tracked 48: aims to deliver within 2 working days after dispatch, but can take 2 to 3 working days.
• Royal Mail Tracked 24: aims to deliver the next working day after dispatch, but can take 1 to 2 working days.

Delivery dates shown at checkout and on product pages are estimates, except for guaranteed services. Royal Mail’s tracked services aim for the times above but don’t guarantee them.

If your parcel hasn’t arrived within 5 working days of dispatch, contact us with your order number.

Stock is kept frozen at −20°C and only leaves the freezer when your order is packed.

Shipping costs

United Kingdom: Royal Mail Tracked 48 £4.45 and Royal Mail Tracked 24 £5.45. On orders over £100, Royal Mail Tracked 48 and Royal Mail Tracked 24 are free.

Free delivery promotions may also apply through valid discount codes. They cover the same options as free delivery over the threshold.

All sales are final

All products are sold under our Research use only policy and can’t be resold or restocked once they leave our controlled storage. For that reason all sales are final, and we can’t accept returns of opened or unopened products.

Refunds and exceptions

Refunds or replacements are decided case by case in these situations:

• The product is defective or was damaged in transit (photos needed within 48 hours of delivery).
• The courier confirms the parcel is lost.
• The order is cancelled before dispatch.

Any remedy may be a replacement, a refund to your original payment method, or store credit, at our discretion.

Store credit is emailed to you as a code. Enter it at checkout; if your order costs less, the rest stays on the code for next time. Store credit can only be spent in the store it was issued for, has no cash value, and may have an expiry date, which we’ll tell you when we issue it.

Wrong item sent

If we send the wrong product, contact us within 48 hours of delivery with your order number and a photo of what you received. We’ll send the correct item at our cost. We may ask for the wrong item back, in which case we cover the return postage.

Parcels returned by the courier

If a parcel comes back to us because it couldn’t be delivered, the address given at checkout was wrong, or delivery was refused, no refund or replacement is issued until it is physically back with us. Redelivery is charged at standard shipping rates.

Reporting a problem

Contact us within 48 hours of delivery about any delivery or quality concern, with your order number and photos where relevant. Decisions on replacements and refunds remain at our discretion.

If you’re not happy with the outcome, contact us again with “Escalation” at the start of your message and it will go to a director. We aim to acknowledge escalations within two working days.

Your consumer rights

The Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give consumers certain rights when buying at a distance.

Our products are sold strictly for in-vitro research use. Because they are sealed for health protection and can’t be resold once they leave our facility, the usual 14-day cancellation period does not apply, under the exemptions in Regulation 28 (goods liable to deteriorate or expire rapidly, and sealed goods unsuitable for return for health protection or hygiene reasons once unsealed).

This doesn’t affect your statutory rights if a product is faulty, which are covered under “Refunds and exceptions” above.