NOT FOR HUMAN CONSUMPTION · RESEARCH PURPOSES ONLY · FOR LABORATORY USE

Refund Policy

Clear and fair guidelines to help you understand our refund process.

Refund & Returns Policy

Last Updated: 27 July 2026

At Vortex-Labs, we are committed to supplying high-quality research products. Due to the specialist nature of the products we supply, returns and refunds are only accepted in the circumstances described below or where required by applicable law.

Nothing in this policy limits or excludes any statutory rights you may have under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

1. Returns Policy

Our products are supplied strictly for research purposes only. For quality assurance, safety, and product integrity reasons, we do not generally accept returns of unwanted products or products ordered in error, except where required by law.

If your order arrives damaged, is incorrect, incomplete, or faulty on arrival, please contact us as soon as reasonably possible so that we can investigate and resolve the issue.

2. When You May Be Eligible for a Refund or Replacement

We may offer a refund, replacement, or other appropriate remedy where:

  • The product was damaged during transit.

  • You received an incorrect product.

  • Items are missing from your order.

  • The product is faulty or not of satisfactory quality upon delivery.

  • The product does not match its description.

Depending on the circumstances, we may offer a replacement, repair (where appropriate), refund, or another suitable resolution.

3. Reporting an Issue

To help us investigate your claim promptly, please contact us as soon as reasonably possible, preferably within 48 hours of receiving your order.

Please include:

  • Your full name.

  • Your order number.

  • The email address used when placing the order.

  • A description of the issue.

  • Clear photographs or videos where applicable.

Email: contact@vortex-labs.co.uk

Prompt notification helps us investigate courier-related issues more effectively, but this request does not affect your statutory rights.

4. Claim Assessment

Each claim is reviewed individually.

We may request additional information, photographs, or ask that the product be returned for inspection before making a decision. Where a return is required, we will provide instructions.

5. Replacements

Where a replacement is approved, we will dispatch the replacement as soon as reasonably possible, subject to stock availability.

6. Refunds

Where a refund is approved, it will be issued to the original payment method whenever reasonably possible.

Refunds will normally be processed within 14 days of approval, although the time taken for funds to appear in your account depends on your payment provider.

7. Order Cancellations

Orders may only be cancelled before they have entered the dispatch process.

Once an order has been dispatched, cancellation may not be possible. Any statutory cancellation rights that apply under UK law remain unaffected.

8. Returns Not Normally Accepted

Except where required by law, we do not normally accept returns or provide refunds for:

  • Products ordered incorrectly by the customer.

  • Changes of mind.

  • Incorrect or incomplete delivery information supplied by the customer.

  • Products that have been opened, used, mishandled, contaminated, improperly stored, or altered after delivery.

  • Damage occurring after successful delivery.

  • Delays caused by courier services that are outside our reasonable control.

  • International shipments delayed, refused, seized, or rejected by customs or regulatory authorities.

  • Customs duties, import taxes, clearance charges, or similar fees.

9. Returned Shipments

Where a parcel is returned to us because of an incorrect delivery address, repeated unsuccessful delivery attempts, or refusal of delivery, we may, at your request:

  • Reship the order (additional shipping charges may apply); or

  • Provide a refund of the order value less any non-refundable shipping or handling costs where appropriate.

10. Delivery

If your parcel is lost or damaged during transit, please contact us promptly.

We will work with the courier to investigate and, where appropriate, provide a suitable remedy in accordance with applicable law.

11. International Orders

Customers are responsible for ensuring that the products they order may be legally imported into their country.

Any customs duties, taxes, import fees, licences, or regulatory requirements are the customer's responsibility.

Where a shipment is delayed, seized, refused, or destroyed by customs because it cannot legally be imported into the destination country, refunds will not normally be available unless required by applicable law.

12. Fraudulent or Abusive Claims

We reserve the right to refuse claims where we reasonably believe that a claim is fraudulent, dishonest, abusive, or supported by false or misleading information.

Nothing in this section affects any statutory rights.

13. Product Quality

Every order is inspected before dispatch and packaged in accordance with our quality procedures to help ensure products are supplied in excellent condition.

14. Changes to This Policy

We may update this Refund & Returns Policy from time to time.

The version published on our website at the time of your purchase will apply to your order unless a change is required by law.

Request a refund

Fill in the form below to request your refund or alternatively you can email us at contact@vortex-labs.co.uk. We're here to help.