Returns and Cancellations
The cancellation right you have by law, why a broken seal removes it, and what happens when an order turns up wrong.
Your cancellation right
Buy at a distance as a consumer and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day the goods reach you to cancel. You do not have to say why.
Orders placed here fall under that right.
The exemption that applies to sealed vials
There is a carve-out. Regulation 28(3)(b) removes the cancellation right from goods sealed for health protection or hygiene reasons, where the seal has been broken after delivery.
A sterile vial under seal is squarely within it, which means:
- Still sealed and unopened, you keep the 14 days. Let us know inside that window and send it back as it reached you.
- Seal broken, or opened at all, and the right falls away, because nobody can resell it or stand behind it afterwards.
That is the law rather than our policy, and it binds everyone selling sealed sterile goods.
If the order is wrong or faulty
None of the above has any bearing here. Wrong item, damage in transit, or goods that do not match the description: tell us and we will sort it, by replacement or refund. The Consumer Rights Act 2015 gives you that, and nothing written on this page touches it.
Have the batch number ready. That is what lets us trace exactly what left here.
How to start
Message us with the order number, plus the batch number if there is one. Please do not post anything back before we have spoken: a parcel that turns up unannounced is very hard to tie to the right order.
Changed your mind? The return postage is on you. Something wrong or faulty? It is on us.
Returns and Cancellations questions
Can I return an unopened vial?
You can, so long as the seal is untouched and it comes back as it arrived. The Consumer Contracts Regulations 2013 give you 14 days from delivery to do it.
Can I return a vial once it has been opened?
Unfortunately not. Once the seal on a sterile vial is broken, regulation 28(3)(b) takes away the cancellation right for goods sealed on health or hygiene grounds.
What if the order is wrong or damaged?
Separate matter, handled under the Consumer Rights Act 2015. Send us the order number and the batch number and you get a replacement or a refund, with the return postage paid by us.