This policy explains your cancellation, return, and refund rights when you buy from nexyralab.com. It forms part of our Terms & Conditions and does not affect your statutory rights.
Because our Products are research compounds supplied sealed for health and hygiene reasons, specific rules apply to opened items — please read sections 3 and 4 carefully.
1. Your right to cancel (Consumers)
If you are a consumer (an individual buying outside a trade or business), you have a legal right to cancel your order within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. The cancellation period ends 14 days after the day you receive the goods.
To cancel, tell us clearly within that period by emailing our support team with your order number. You can do this before your order arrives or within 14 days of receiving it.
2. Returning unopened, sealed Products
If you cancel, you may return Products that are unopened and unused, with all seals intact, in their original condition and packaging. Please return them without undue delay and within 14 days of telling us you wish to cancel.
3. Opened or unsealed Products cannot be returned (health and hygiene)
Our Products are supplied sealed for health-protection and hygiene reasons. In line with the Consumer Contracts Regulations, once a Product’s seal has been broken or the Product has been opened or used, it is no longer eligible for return or refund, because it is not suitable for return for health and hygiene reasons. Please check your order before opening any vial.
This does not affect your rights where a Product is faulty, damaged, or not as described (see section 5).
4. Other non-returnable items
For the same health, hygiene, and product-integrity reasons, we cannot accept returns of Products where the seal is broken or missing, or where the Product has been combined, diluted, reconstituted, or otherwise altered after delivery.
5. Faulty, damaged, or incorrect Products
Your rights under the Consumer Rights Act 2015 always apply. If a Product arrives faulty, damaged in transit, or is not what you ordered or not as described, contact us at our support team within a reasonable time, with your order number and (where possible) a photo. We will arrange a replacement or a full refund, including any delivery and return costs, in line with your statutory rights. This applies regardless of whether a seal has been opened.
6. How to start a return
- Contact our support team with your order number and the reason for return.
- We will confirm whether the item is eligible and send return instructions and the return address.
- Post the item, keeping proof of postage.
Please do not send items back before contacting us.
7. Return shipping costs
If you are cancelling an eligible unopened order under section 1, you are responsible for the cost of returning the goods to us, unless the item is faulty, damaged, or incorrect (in which case we cover return costs under section 5). We recommend a tracked service, as you are responsible for the goods until they reach us.
8. Refunds
Where a refund is due, we will refund the price you paid for the returned Products and, for a valid cancellation under section 1, the cost of standard delivery. We will process your refund within 14 days of receiving the returned goods (or your proof of return), whichever is earlier. Refunds are made to your original payment method.
We may reduce a refund to reflect any loss in value of returned goods caused by handling them more than was necessary to check their nature and characteristics.
9. Business and trade customers
The statutory 14-day cancellation right in section 1 applies to consumers only. Orders placed by a business, laboratory, or institution acting in the course of a trade or profession are not subject to the consumer cooling-off period; however, the provisions on faulty, damaged, or incorrect goods (section 5) still apply.
10. Your statutory rights
Nothing in this policy affects your statutory rights. For more information about your consumer rights, you can contact Citizens Advice.
11. Contact
For any return or refund question, email our support team.
