1. Why returns are restricted
Once a research material has left our custody we can no longer verify how it has been stored, whether it has been opened, or whether it has been subjected to temperature excursions. We therefore cannot accept returns of opened or temperature-sensitive goods for restocking, and we cannot resell returned material to another laboratory.
This is a quality control position rather than a commercial one: reselling material of unverifiable provenance would undermine the analytical guarantee we give every other customer.
2. When we will refund or replace
We will refund or replace, at our discretion, where:
- The material does not meet its Certificate of Analysis. If independent analysis shows the material falls outside the specification on its CoA, we will replace it or refund it in full, and we will reimburse the reasonable cost of the analysis that demonstrated the failure.
- The wrong item was sent. Report within seven days and we will arrange collection and send the correct item at our cost.
- The shipment arrived damaged. Vials broken, seals compromised or packaging breached in transit. Report within seven days with photographs.
- The shipment was lost in transit and the carrier claim is resolved in our favour, or transit time exceeded the agreed window such that material integrity cannot be assured.
- We cancelled your order. Any order we refuse or cancel after payment is refunded in full.
3. When we cannot refund
- Goods that have been opened, reconstituted, aliquoted or otherwise used;
- Goods stored outside the conditions stated on the product page and Certificate of Analysis after delivery;
- Change of mind, over-ordering, or a change in your research plan after dispatch;
- Experimental results that did not match your expectations. Our warranty is that material meets its CoA specification — not that it will produce any particular outcome;
- Shipments seized, refused entry or returned because an import requirement in your country was not met;
- Claims raised more than seven days after delivery, where the issue would have been apparent on inspection;
- Any claim arising from use of a product outside the research use restriction. Where material has been used contrary to our Research Use Only Policy, no refund is available in any circumstance.
4. How to raise a claim
Email support@genexishealth.uk within seven days of delivery with:
- Your order reference;
- The product name, size and lot number from the vial label;
- A description of the issue;
- Photographs of the outer packaging, the coolant, the vials and the labels, where the claim concerns damage or transit;
- Analytical data, where the claim concerns specification. Provide the method, the chromatogram or spectrum, and the identity of the testing laboratory.
We acknowledge claims within two business days. Do not return anything to us until we have confirmed in writing that you should — unauthorised returns cannot be processed and are not refunded.
Approved refunds are issued to the original payment method within ten business days of resolution. Shipping charges are refunded only where the fault was ours.
5. Cancelling before dispatch
You may cancel an order at any time before it is dispatched by emailing support@genexishealth.uk with your order reference. If payment has been taken we refund in full. Once an order has been picked from cold storage and packed, cancellation may no longer be possible.
6. Orders we refuse
Where we refuse or cancel an order under our Research Use Only Policy or Compliance & Prohibited Use Policy, any payment taken is refunded in full within ten business days. We are not obliged to give reasons for a refusal, and a refund in those circumstances is not an admission of any kind.
Nothing in this policy affects any statutory right you may have that cannot be excluded by contract.