Returns & Refund Policy | Evolve Biolab UK
Returns & Refund Policy
This policy explains how returns, refunds, damaged items, incorrect orders, courier returns, and international delivery issues are reviewed by Evolve Biolab UK.
Due to the sensitive nature of research compounds, we cannot accept returns for opened, used, altered, tampered, temperature-compromised, contaminated, or unwanted items. Returns or replacements may only be considered where an item is defective, damaged on arrival, incorrect, or where a parcel is returned to us by the courier.
Research Compound Returns
Evolve Biolab UK supplies products strictly for laboratory research use only. Due to the sensitive nature of research compounds, opened, used, altered, tampered, temperature-compromised, contaminated, or unwanted items cannot be accepted for return.
Return or replacement consideration may only apply where an item is defective, damaged on arrival, incorrect, or where a parcel is returned to us by the courier.
Damaged, Defective or Incorrect Items
If you believe you have received a damaged, defective, or incorrect item, please contact us within 48 hours of delivery with your order number, a clear description of the issue, and photographic evidence of the item and packaging.
We may require clear images of the outer parcel, internal packaging, product label, vial or container, and any visible damage before a replacement, refund, or further resolution can be reviewed.
Unwanted Items
Because our products are sensitive research materials, we do not accept returns for unwanted items once dispatched where the item has been opened, used, altered, tampered with, temperature-compromised, contaminated, or is no longer suitable for resale.
Nothing in this policy is intended to remove or limit any statutory rights that may apply under UK consumer law.
Cancellation Rights
Where UK consumer cancellation rights apply, customers may have the right to cancel an online order within 14 days of delivery. Customers must notify us within the applicable period and return eligible goods within the required timeframe.
However, some goods may not be eligible for cancellation or return once opened or unsealed where they are not suitable for return for health, hygiene, safety, contamination, or product-integrity reasons. The UK government notes that sellers do not have to offer refunds for certain sealed goods that cannot be returned for health or hygiene reasons once opened. [oai_citation:0‡GOV.UK](https://www.gov.uk/accepting-returns-and-giving-refunds?utm_source=chatgpt.com)
Courier Returns, Non-Delivery or Refusal
If a parcel is returned to us due to non-delivery, incorrect address details, incomplete address formatting, non-collection, delivery refusal, or failed delivery attempts, any refund, replacement, or reshipment can only be reviewed once the parcel has been physically received back by Evolve Biolab UK.
Reshipping may require an additional shipping charge. Original shipping costs may not be refundable where the issue was caused by incorrect customer details, non-collection, or delivery refusal.
International Orders & Customs Returns
International customers are responsible for checking that products are suitable and lawful for import into their destination country before placing an order.
If an international parcel is returned to us by customs or the destination carrier, we will review the situation once the parcel has been physically received back. Reshipping may require an additional shipping charge.
If a parcel is seized, destroyed, held indefinitely, rejected, or not returned due to customs or local authority action, this is outside our control and may not be eligible for refund.
Refunds
Approved refunds will usually be processed back to the original payment method where possible. Refund eligibility depends on the nature of the issue, the condition of the returned item, whether the parcel has been received back, and any applicable legal requirements.
If a replacement is more appropriate than a refund, we may offer a replacement or other resolution after reviewing the evidence and order details.
Shipping Costs
Where a refund is approved, shipping costs will be reviewed based on the reason for the return. If the issue was caused by an error on our part, a damaged item, or an incorrect item, shipping costs may be included where appropriate.
Additional charges for upgraded delivery, reshipping, international delivery, customs charges, import VAT, duties, local taxes, or carrier handling fees may not be refundable unless required by law.
How to Request a Return or Refund Review
To request a return, refund, replacement, or delivery issue review, please contact us through our Contact Support page with your order number, delivery date, batch number where relevant, clear details of the issue, and supporting photographs where applicable.
Please do not return any item without contacting us first. Unauthorised returns may be refused or may delay the review process.
Research Use Notice
All products sold by Evolve Biolab UK are supplied strictly for laboratory research purposes only and are not intended for human use, veterinary use, therapeutic use, diagnostic use, consumption, self-administration, or personal use.
