Returns & Refunds

We want every order to arrive safely and as described. Nothing in this policy removes or restricts any statutory consumer rights that cannot legally be excluded.

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Damaged Products

If your order arrives damaged or the product appears compromised, please contact us as soon as possible with your order number, a description of the issue and photographs of the product and packaging where appropriate. We will assess the issue and provide the appropriate remedy where applicable.

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Incorrect Products

If we send you the wrong product, please contact us before opening or using it where possible. We will review the order and arrange an appropriate resolution.

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Faulty or Misdescribed Products

If a product is faulty, damaged or materially different from its description, you may have statutory rights to a repair, replacement, refund or other remedy depending on the circumstances.

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Research Products

Due to the nature of research products, opened, used, reconstituted, contaminated or otherwise compromised products may not be eligible for return where accepting the product back would create legitimate safety, contamination or product-integrity concerns. This does not affect statutory rights that cannot legally be excluded.

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Other Products

Apparel, accessories, beauty products, supplements and other consumer products may be returned where permitted by applicable law and subject to the relevant product's condition and any lawful exceptions. Items returned because of a change of mind may need to remain unused and in their original condition where required.

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Refunds

Where a refund is approved, it will normally be returned using the original payment method. Processing times may depend on your payment provider or bank.

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Lost Deliveries

Where a tracked delivery is confirmed as lost, we will investigate the matter with the relevant delivery provider and provide the appropriate remedy in accordance with applicable law and the circumstances of the order.

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