Legal

Refunds and returns

Last updated: [Client to supply: date of last review]

Your statutory rights as a UK consumer, plus our own money-back promise, in plain language.

1. Our 30-day money-back promise

If you are not happy with your order for any reason, tell us within 30 days of delivery and we will refund you. Email support@nandar.co.uk with your order reference and we will explain what to send back and where.

2. Your right to cancel (Consumer Contracts Regulations 2013)

If you are buying as a consumer, you have the right to cancel your order for any reason within 14 days of the day you receive the goods. To cancel, tell us clearly in writing within that period, for example by emailing support@nandar.co.uk with your order reference. You then have a further 14 days to return the goods to us.

Exception: sealed goods

The right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once they have been unsealed after delivery. Research compounds are supplied in sealed vials and this exception applies to any vial that has been opened. Unopened, sealed items may still be returned under this right.

We will refund the price of the goods and the standard delivery charge within 14 days of receiving the goods back, or of you providing evidence that you have sent them. We may reduce the refund if the goods have been handled beyond what is necessary to establish their nature and characteristics.

3. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015 goods must be as described, of satisfactory quality and fit for their stated research purpose. If an item arrives damaged, is not what you ordered, or does not match its description, contact us within 30 days for a full refund or replacement. We cover return postage for faulty or incorrect items.

4. Unpaid orders

Orders are paid by card at checkout. If the card payment is not completed within 48 hours the order is cancelled automatically and nothing is charged. If a payment was taken for an order that shows as cancelled, contact us and we will either reinstate the order (subject to stock) or refund the card.

5. How refunds are paid

Refunds are made to the card the payment was taken from. Points earned on a refunded order are reversed, and any points or credit used on the order are returned to your account.

6. How to return something

1. Email support@nandar.co.uk with your order reference and the reason for return.
2. We will reply with the return address and a returns reference.
3. Pack items securely in their original packaging and include the returns reference.
4. Use a tracked service and keep proof of postage.

Nothing in this policy affects your statutory rights. Read it together with our terms and conditions.