Cancellations and Returns
Your statutory right to cancel, the reason a broken seal ends it, and how we put things right if an order arrives wrong.
The right to cancel
You can cancel a distance purchase made as a consumer within 14 days of the day you receive the goods, without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
That right covers orders placed on this site.
Sealed vials and the hygiene exemption
Regulation 28(3)(b) makes one exception: the right to cancel does not apply to sealed goods unsuitable for return on health protection or hygiene grounds, once unsealed after delivery.
A sealed sterile vial falls clearly inside that exception. In practice:
- Unopened, with the seal intact: the 14 days still apply. Tell us within that period and return the item in the condition it arrived in.
- Opened in any way, or with a broken seal: the right ends, as the vial can no longer be resold or vouched for.
This is set by law, not by our policy, and applies to every seller of sealed sterile goods.
Wrong, damaged or faulty orders
The cancellation rules above play no part here. Received the wrong item, goods damaged on the way, or something unlike its description? Tell us and we will replace or refund it. That is your right under the Consumer Rights Act 2015, and nothing on this page limits it.
Please give the order number, product name and size, so we can check exactly what was sent.
Starting a return
Get in touch first with your order number and the product name and size. Wait until we have been in contact before posting anything back, because a return that arrives without warning is very difficult to match to its order.
For a change of mind, you cover the return postage; for a wrong or faulty item, we cover it.
Cancellations and Returns questions
Can I send back a vial I have not opened?
Yes. You have 14 days from delivery under the Consumer Contracts Regulations 2013, provided the seal has not been disturbed and the vial comes back in the condition it reached you.
Will you take back a vial that has been opened?
Sadly not. A sterile vial is sealed for health protection or hygiene reasons, and under regulation 28(3)(b) breaking that seal ends the right to cancel.
My order arrived wrong or damaged. What now?
That falls under the Consumer Rights Act 2015 instead. Give us your order number and the product name and size, and we will replace or refund it and pay the return postage.