Returns, Refunds & Exchanges Policy

Last Updated: 17.09.26

At Kelvian Labs, we aim to provide reliable products and professional customer service.

All products are supplied for research and laboratory use only. If you experience an issue with your order, please contact us at Info@kelvianlabs.co.uk as soon as reasonably possible so that we can review the matter and advise you of the available options.

1. Returns & Exchanges

Where permitted by applicable law, we may accept returns or exchanges within 30 days of delivery, subject to the conditions set out in this policy.

For a return to be considered, products should generally:

• remain sealed, unopened, and in their original condition;
• not have been used, altered, repackaged, contaminated, or otherwise handled in a way that may affect their integrity;
• have been stored and handled in accordance with the applicable product storage requirements; and
• be accompanied by reasonable proof of purchase, such as an order number, invoice, or receipt.

Due to the nature of research materials and applicable quality and safety requirements, we may be unable to accept products that have been opened, used, altered, contaminated, or stored incorrectly.

Where a return is approved, we will review the returned product upon receipt and determine the appropriate resolution in accordance with this policy and applicable law.

2. Faulty, Damaged or Incorrect Items

If you receive a product that is damaged, faulty, defective, incorrect, or materially different from what you ordered, please contact us as soon as possible after delivery.

We may ask you to provide relevant information, such as your order number, photographs of the packaging or product, and details of the issue, so that we can investigate the matter.

Where a product is confirmed to be faulty, damaged, incorrect, or otherwise not in accordance with the applicable contract, we will provide an appropriate remedy in accordance with applicable consumer law.

Nothing in this policy limits or excludes any statutory rights you may have.

3. Refunds

Where a refund is approved, we will normally issue the refund using the original payment method.

Where the original payment method cannot reasonably be used, we may contact you to arrange an appropriate alternative.

Refund processing times may vary depending on the payment provider or financial institution. Once a refund has been authorised by us, it may take several working days for the funds to appear in your account.

Where required by applicable law, refunds will be processed within the relevant statutory timeframe.

4. Non-Returnable Products

Because of the nature and handling requirements of certain research materials, some products may not be eligible for return where they have been:

• opened or used;
• repackaged or altered;
• contaminated or otherwise compromised;
• stored outside the recommended storage conditions after delivery; or
• made specifically to a customer’s requirements or supplied as a custom or special-order product, where applicable.

Products requiring specific temperature-controlled or special storage conditions may also be subject to additional return restrictions.

These restrictions do not affect your statutory rights in relation to faulty, defective, incorrectly supplied, or otherwise non-conforming goods.

5. Change of Mind

Depending on the circumstances and the applicable consumer laws, you may have rights to cancel an order or return certain goods if you change your mind.

Any applicable cancellation or return rights may be subject to legal exceptions, including exceptions that may apply to certain goods because of their nature, condition, handling requirements, or other applicable legal requirements.

If you wish to return an item because you have changed your mind, please contact us before sending anything back so that we can confirm the applicable return process.

6. Return Shipping

Where a return has been authorised, we will provide instructions regarding the appropriate return address and shipping method.

Unless otherwise required by applicable law, return shipping costs may be the responsibility of the customer where the return is requested for reasons such as change of mind.

Where an item is returned because it is faulty, damaged, incorrectly supplied, or otherwise does not meet the applicable requirements, we will review the circumstances and determine the appropriate treatment of return shipping costs in accordance with applicable law.

Please do not send products back without first contacting us and receiving return instructions.

7. Return Inspection

Returned products may be inspected upon receipt to verify their condition and the reason for the return.

Where necessary, we may request additional information or evidence to help establish the condition of the product and the circumstances surrounding the return.

Once our review is complete, we will contact you regarding the outcome and any applicable refund, replacement, exchange, or other remedy.

8. Payment Disputes & Chargebacks

If you experience a billing, payment, or order-related issue, please contact us at Info@kelvianlabs.co.uk so that we can review the matter.

We aim to resolve genuine payment and order issues promptly and fairly.

Nothing in this section prevents you from exercising any rights or protections available to you under applicable law or through your payment provider.

9. How to Start a Return

To request a return, please follow these steps:

1. Email Info@kelvianlabs.co.uk with your order number and the reason for the return.
2. Provide any information or photographs reasonably required to assess the request.
3. Wait for our team to confirm whether the return is authorised and provide the applicable return instructions.
4. Return the product using the instructions provided.
5. Once the product has been received and reviewed, we will notify you of the outcome and any applicable refund, replacement, exchange, or other remedy.

10. Time Limits

Where this policy refers to a 30-day return period, this refers to our voluntary return policy and does not limit any longer or different rights you may have under applicable consumer protection law.

If you believe that an item is faulty, defective, damaged, incorrectly supplied, or otherwise does not meet the applicable requirements, please contact us as soon as possible after discovering the issue.

11. Contact Us

If you have any questions about returns, refunds, exchanges, or an existing order, please contact:

Kelvian Labs

Email: Info@kelvianlabs.co.uk