NOT FOR HUMAN OR VETERINARY CONSUMPTION · RESEARCH PURPOSES ONLY · FOR LABORATORY USE
Refund, Replacement & Cancellation Policy
Due to the specialised nature of the products offered by Vortex-Labs, certain conditions apply to refunds, replacements, returns, pre-orders, and order cancellations. We recommend reviewing this policy carefully before placing an order.
1. General Policy
Products purchased through Vortex-Labs are supplied as specialised research materials. Because of the nature of these products and the quality-control, handling, and packaging procedures involved, orders are generally considered final once they have been processed.
Refunds, replacements, or other remedies will only be considered where the circumstances meet the requirements set out in this policy.
2. Pre-Order / Pre-Sale Products — Great Value, Worth the Wait
Vortex-Labs offers a selection of products through our Pre-Order / Pre-Sale range. These products may be available at promotional prices or with exclusive offers that are not necessarily available on regularly stocked items.
Pre-Order products are sourced specifically to fulfil customer pre-orders and are not normally held as part of our ready-to-dispatch inventory. This allows us to offer a wider selection while maintaining competitive pricing.
Fulfilment Times
Because Pre-Order / Pre-Sale products are ordered specifically for fulfilment, they require additional processing time before dispatch.
Customers should generally allow approximately 1 week for fulfilment. In some circumstances, fulfilment may take longer due to supplier availability, shipping delays, customs procedures, or other circumstances outside of Vortex-Labs' reasonable control.
By placing a Pre-Order / Pre-Sale, you acknowledge and accept that:
The product is not part of our standard ready-to-dispatch stock.
Additional fulfilment time is required before the order can be dispatched.
The estimated fulfilment period is an indication rather than a guaranteed delivery date.
Delays may occasionally occur due to circumstances outside our control.
The promotional Pre-Order pricing is offered in consideration of the additional fulfilment time.
Please ensure you are comfortable with the expected waiting period before placing a Pre-Order.
Need Your Order Sooner?
If you require faster dispatch, please look for products clearly marked IN STOCK. These items are held in our regular inventory and are eligible for our standard dispatch process, subject to the applicable shipping terms.
3. When a Refund or Replacement May Be Approved
A refund or replacement may be available in the following situations.
3.1 Product Damaged During Delivery
If your order arrives with visible physical damage caused during transit, you may be eligible for a replacement or refund.
To allow us to investigate the issue:
The damage must be reported within 48 hours of delivery.
Clear photographs showing the damage must be provided.
The original product packaging should be retained until the matter has been resolved.
3.2 Incorrect Product Received
If the product delivered does not correspond with the item shown on your order confirmation:
Contact Vortex-Labs within 48 hours of delivery.
Provide photographs of the item received.
Include your order confirmation or other relevant order details.
3.3 Missing Products or Items
If an item listed on your order is missing from the shipment, please notify us within 48 hours of delivery.
Where available, photographs or video taken during the unpacking of the shipment should be provided to assist with our investigation.
3.4 Product Defect
If a product appears to have a manufacturing defect upon arrival and has not been opened, used, modified, or otherwise altered:
Contact us within 48 hours of delivery.
Provide clear evidence of the suspected defect.
Include the batch or lot number where applicable.
Each reported defect will be reviewed individually before a refund or replacement is authorised.
4. Circumstances Not Eligible for Refund or Replacement
Unless otherwise required by applicable law, Vortex-Labs does not normally provide refunds or replacements in cases involving:
A change of mind after purchase.
An incorrect product being ordered by the customer.
An incorrect or incomplete delivery address supplied by the customer.
Customs restrictions, seizure, or import-related issues.
Delivery refusal or delays caused by a courier, customs authority, or other third party.
Damage resulting from improper handling, storage, or use after delivery.
Claims submitted outside the applicable reporting period.
For Pre-Order / Pre-Sale products, customers should also consider the extended fulfilment period before ordering. Placing a Pre-Order confirms that the customer accepts the additional waiting time associated with the product.
5. How to Submit a Claim
To request a refund or replacement, please contact our support team and provide:
Full name
Order number
Email address used when placing the order
A clear description of the issue
Relevant photographs or videos
Any additional information requested by our support team
Claims should be submitted by email to:
Vortex-Labs aims to assess submitted claims within 3–5 business days, although more complex cases may require additional time.
6. Review and Verification
All refund and replacement requests are subject to review. We may request additional photographs, documentation, order information, or, where appropriate, the return of a product for inspection.
A final decision will be made after the relevant information has been reviewed, subject to any rights the customer may have under applicable law.
7. Replacement Orders
Where a replacement has been approved, Vortex-Labs will arrange shipment of the replacement product without an additional product charge.
Replacement processing times may depend on current stock availability. Vortex-Labs is not responsible for delays occurring after an order has been handed to a shipping carrier, including delays caused by courier services or customs authorities.
8. Refunds
Where a refund has been approved, it will generally be issued using the original payment method where technically possible.
Any applicable payment-processing charges, currency-conversion costs, bank transfer charges, or blockchain/network transaction fees may not be recoverable and therefore may be excluded from the refunded amount, where permitted by applicable law.
9. Order Cancellations
Cancellation requests may only be accepted where payment has not yet been processed or the order has not entered fulfilment or shipping.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible, subject to any cancellation rights provided by applicable law.
For Pre-Order / Pre-Sale products, customers should carefully consider the stated fulfilment period before completing their purchase.
Customers wishing to request cancellation should contact Vortex-Labs as soon as possible after placing an order.
10. Orders Returned to Vortex-Labs
If a shipment is returned to Vortex-Labs because of an incorrect address, unsuccessful delivery attempts, refusal of delivery, customs rejection, or a similar issue, the customer may be offered one of the following options:
Reshipment of the order, subject to additional shipping charges; or
A partial refund, with applicable shipping and other non-recoverable costs deducted.
The available option may depend on the circumstances of the returned shipment.
11. Shipping and Delivery Issues
Once an order has been handed to the designated shipping carrier, responsibility for the physical transportation of the shipment rests with the carrier.
Where appropriate, Vortex-Labs will assist customers with initiating or pursuing a carrier claim.
We cannot accept responsibility for packages that are recorded by the carrier as successfully delivered but are subsequently lost, stolen, or otherwise inaccessible after delivery, except where applicable law provides otherwise.
12. International Orders and Customs
Customers placing international orders are responsible for understanding and complying with the importation requirements applicable in their destination country.
This may include responsibility for:
Import restrictions
Customs clearance
Duties and taxes
Permits or documentation
Other applicable local requirements
Vortex-Labs cannot guarantee that an international shipment will clear customs and does not generally provide refunds for shipments that are delayed, rejected, detained, or seized by customs or other authorities, except where required by applicable law.
13. Misuse of the Refund Process
Vortex-Labs reserves the right to investigate patterns of refund or replacement requests.
Claims may be declined, and service may be restricted, where there are reasonable grounds to suspect fraudulent activity, deliberate misuse of this policy, false claims, or repeated abuse of the refund process, subject to applicable law.
14. Quality Control
Vortex-Labs maintains quality-control procedures for products prior to dispatch. Products are handled, packaged, and stored according to our internal procedures with the aim of maintaining product condition and integrity before shipment.
15. Changes to This Policy
Vortex-Labs may update or amend this Refund, Replacement & Cancellation Policy from time to time.
Any revised version will take effect when published on the Vortex-Labs website. Customers should review the current version of this policy before placing an order.
Refund, Replacement & Cancellation Policy
Due to the specialised nature of the products offered by Vortex-Labs, certain conditions apply to refunds, replacements, returns, pre-orders, and order cancellations. We recommend reviewing this policy carefully before placing an order.
1. General Policy
Products purchased through Vortex-Labs are supplied as specialised research materials. Because of the nature of these products and the quality-control, handling, and packaging procedures involved, orders are generally considered final once they have been processed.
Refunds, replacements, or other remedies will only be considered where the circumstances meet the requirements set out in this policy.
2. Pre-Order / Pre-Sale Products — Great Value, Worth the Wait
Vortex-Labs offers a selection of products through our Pre-Order / Pre-Sale range. These products may be available at promotional prices or with exclusive offers that are not necessarily available on regularly stocked items.
Pre-Order products are sourced specifically to fulfil customer pre-orders and are not normally held as part of our ready-to-dispatch inventory. This allows us to offer a wider selection while maintaining competitive pricing.
Fulfilment Times
Because Pre-Order / Pre-Sale products are ordered specifically for fulfilment, they require additional processing time before dispatch.
Customers should generally allow approximately 1 week for fulfilment. In some circumstances, fulfilment may take longer due to supplier availability, shipping delays, customs procedures, or other circumstances outside of Vortex-Labs' reasonable control.
By placing a Pre-Order / Pre-Sale, you acknowledge and accept that:
The product is not part of our standard ready-to-dispatch stock.
Additional fulfilment time is required before the order can be dispatched.
The estimated fulfilment period is an indication rather than a guaranteed delivery date.
Delays may occasionally occur due to circumstances outside our control.
The promotional Pre-Order pricing is offered in consideration of the additional fulfilment time.
Please ensure you are comfortable with the expected waiting period before placing a Pre-Order.
Need Your Order Sooner?
If you require faster dispatch, please look for products clearly marked IN STOCK. These items are held in our regular inventory and are eligible for our standard dispatch process, subject to the applicable shipping terms.
3. When a Refund or Replacement May Be Approved
A refund or replacement may be available in the following situations.
3.1 Product Damaged During Delivery
If your order arrives with visible physical damage caused during transit, you may be eligible for a replacement or refund.
To allow us to investigate the issue:
The damage must be reported within 48 hours of delivery.
Clear photographs showing the damage must be provided.
The original product packaging should be retained until the matter has been resolved.
3.2 Incorrect Product Received
If the product delivered does not correspond with the item shown on your order confirmation:
Contact Vortex-Labs within 48 hours of delivery.
Provide photographs of the item received.
Include your order confirmation or other relevant order details.
3.3 Missing Products or Items
If an item listed on your order is missing from the shipment, please notify us within 48 hours of delivery.
Where available, photographs or video taken during the unpacking of the shipment should be provided to assist with our investigation.
3.4 Product Defect
If a product appears to have a manufacturing defect upon arrival and has not been opened, used, modified, or otherwise altered:
Contact us within 48 hours of delivery.
Provide clear evidence of the suspected defect.
Include the batch or lot number where applicable.
Each reported defect will be reviewed individually before a refund or replacement is authorised.
4. Circumstances Not Eligible for Refund or Replacement
Unless otherwise required by applicable law, Vortex-Labs does not normally provide refunds or replacements in cases involving:
A change of mind after purchase.
An incorrect product being ordered by the customer.
An incorrect or incomplete delivery address supplied by the customer.
Customs restrictions, seizure, or import-related issues.
Delivery refusal or delays caused by a courier, customs authority, or other third party.
Damage resulting from improper handling, storage, or use after delivery.
Claims submitted outside the applicable reporting period.
For Pre-Order / Pre-Sale products, customers should also consider the extended fulfilment period before ordering. Placing a Pre-Order confirms that the customer accepts the additional waiting time associated with the product.
5. How to Submit a Claim
To request a refund or replacement, please contact our support team and provide:
Full name
Order number
Email address used when placing the order
A clear description of the issue
Relevant photographs or videos
Any additional information requested by our support team
Claims should be submitted by email to:
Vortex-Labs aims to assess submitted claims within 3–5 business days, although more complex cases may require additional time.
6. Review and Verification
All refund and replacement requests are subject to review. We may request additional photographs, documentation, order information, or, where appropriate, the return of a product for inspection.
A final decision will be made after the relevant information has been reviewed, subject to any rights the customer may have under applicable law.
7. Replacement Orders
Where a replacement has been approved, Vortex-Labs will arrange shipment of the replacement product without an additional product charge.
Replacement processing times may depend on current stock availability. Vortex-Labs is not responsible for delays occurring after an order has been handed to a shipping carrier, including delays caused by courier services or customs authorities.
8. Refunds
Where a refund has been approved, it will generally be issued using the original payment method where technically possible.
Any applicable payment-processing charges, currency-conversion costs, bank transfer charges, or blockchain/network transaction fees may not be recoverable and therefore may be excluded from the refunded amount, where permitted by applicable law.
9. Order Cancellations
Cancellation requests may only be accepted where payment has not yet been processed or the order has not entered fulfilment or shipping.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible, subject to any cancellation rights provided by applicable law.
For Pre-Order / Pre-Sale products, customers should carefully consider the stated fulfilment period before completing their purchase.
Customers wishing to request cancellation should contact Vortex-Labs as soon as possible after placing an order.
10. Orders Returned to Vortex-Labs
If a shipment is returned to Vortex-Labs because of an incorrect address, unsuccessful delivery attempts, refusal of delivery, customs rejection, or a similar issue, the customer may be offered one of the following options:
Reshipment of the order, subject to additional shipping charges; or
A partial refund, with applicable shipping and other non-recoverable costs deducted.
The available option may depend on the circumstances of the returned shipment.
11. Shipping and Delivery Issues
Once an order has been handed to the designated shipping carrier, responsibility for the physical transportation of the shipment rests with the carrier.
Where appropriate, Vortex-Labs will assist customers with initiating or pursuing a carrier claim.
We cannot accept responsibility for packages that are recorded by the carrier as successfully delivered but are subsequently lost, stolen, or otherwise inaccessible after delivery, except where applicable law provides otherwise.
12. International Orders and Customs
Customers placing international orders are responsible for understanding and complying with the importation requirements applicable in their destination country.
This may include responsibility for:
Import restrictions
Customs clearance
Duties and taxes
Permits or documentation
Other applicable local requirements
Vortex-Labs cannot guarantee that an international shipment will clear customs and does not generally provide refunds for shipments that are delayed, rejected, detained, or seized by customs or other authorities, except where required by applicable law.
13. Misuse of the Refund Process
Vortex-Labs reserves the right to investigate patterns of refund or replacement requests.
Claims may be declined, and service may be restricted, where there are reasonable grounds to suspect fraudulent activity, deliberate misuse of this policy, false claims, or repeated abuse of the refund process, subject to applicable law.
14. Quality Control
Vortex-Labs maintains quality-control procedures for products prior to dispatch. Products are handled, packaged, and stored according to our internal procedures with the aim of maintaining product condition and integrity before shipment.
15. Changes to This Policy
Vortex-Labs may update or amend this Refund, Replacement & Cancellation Policy from time to time.
Any revised version will take effect when published on the Vortex-Labs website. Customers should review the current version of this policy before placing an order.
Shipping FAQs
How long is shipping?
Shipping usually takes between 5 to 7 business days.
Do you ship internationally?
Yes, we ship worldwide but delivery times may vary by location.
Can I track my order?
Absolutely! Once your order ships, you’ll receive a tracking number via email.
Contact us immediately so we can help locate or replace it.
What if my package is lost?
Are there shipping fees?
Shipping costs depend on your location and order size.
Shipping FAQs
How long is shipping?
Shipping usually takes between 5 to 7 business days.
Do you ship internationally?
Yes, we ship worldwide but delivery times may vary by location.
Can I track my order?
Absolutely! Once your order ships, you’ll receive a tracking number via email.
Contact us immediately so we can help locate or replace it.
What if my package is lost?
Are there shipping fees?
Shipping costs depend on your location and order size.
© 2026. All rights reserved.
VORTEX-LABS
Get in contACT
contact@vortex-labs.co.uk
© 2026. All rights reserved.
VORTEX-LABS
Get in contACT
contact@vortex-labs.co.uk