Return & Refunds Policy

At Labpals Ltd, we are committed to ensuring customer satisfaction with our products. This Returns Policy outlines the procedures and guidelines for returning items in accordance with the UK Consumer Rights Act 2015. Please read this policy carefully to understand our returns process.

 

1. Right to Cancel (Applicable to Online Store Purchases Only)

 

1.1 Under the Consumer Rights Act 2015, you have the right to cancel your online store purchase within 14 days from the date of receipt of the goods without providing any reason.

 

1.2 To exercise your right to cancel, please notify us in writing or by email within the 14-day period. You may use the cancellation form provided on our website, but it is not mandatory.

 

1.3 If you cancel your online store purchase within the 14-day period, you must return the goods to us in their original condition and packaging, at your own expense, within 14 days from the date of notifying us of the cancellation.

 

2. Returns for Damaged or Faulty Products (Applicable to Online Store Purchases Only)

 

2.1 In the event that you receive a damaged or faulty product from our online store, please contact our customer service team immediately and provide detailed information about the issue.

 

2.2 We may request supporting evidence, such as photographs or a detailed description of the damage or fault, to assess the situation and determine the appropriate course of action.

 

2.3 If the product from our online store is deemed to be damaged or faulty, we will arrange for a return or replacement, and cover any applicable shipping costs.

 

3. Returns for Non-Faulty Products (Applicable to Online Store Purchases Only)

 

3.1 If you wish to return a non-faulty product purchased from our online store, you may do so within 14 days from the date of receipt, in accordance with your right to cancel as stated in section 1.

 

3.2 The returned product must be in its original condition, unused, and in its original packaging, with all accompanying accessories, manuals, and promotional materials.

 

3.3 Please note that for hygiene and safety reasons, certain products may not be eligible for return if they have been opened or used, such as laboratory consumables that are not in their original sealed packaging.

 

3.4 You will be responsible for the shipping costs associated with returning non-faulty products purchased from our online store.

 

4. Bulk Ordering and Returns (Excluding Online Store Purchases)

 

4.1 Our returns policy, as outlined in sections 1 to 3, applies to standard online store purchases only. For bulk orders and products purchased through our bulk ordering service, separate returns arrangements will be discussed and agreed upon on a case-by-case basis.

 

4.2 Unwanted bulk order goods may be subject to a 20% restocking fee. This fee will be deducted from the refund amount.

 

4.3 Any fees imposed by the manufacturer for returning goods, which are eligible for return, will be passed on to the buyer of the items.

 

4.4 Please contact our customer service team regarding any returns or issues related to bulk orders, and we will provide you with the necessary information and assistance.

 

5. Refunds

 

5.1 Upon receiving and inspecting the returned goods from our online store, we will process your refund within 14 days in accordance with the Consumer Rights Act 2015.

 

5.2 Refunds will be issued using the same payment method used for the original purchase, unless otherwise agreed upon.

 

5.3 Please note that we may withhold the refund until we have received the returned goods or until you have provided evidence of returning the goods, whichever comes first.

 

6. Exceptions

 

6.1 The following items are generally not eligible for return unless they are damaged, faulty, or not as described:

 

• Personalized or customized items

• Perishable goods

• Items with a seal or packaging that has been opened or tampered with, compromising their hygiene or safety

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6.2 The above exceptions do not affect your statutory rights under the Consumer Rights Act 2015.

 

7. Contact Us

 

7.1 If you have any questions or need assistance with a return, please contact our customer service team. We will be happy to help you.