Legal
Refund Policy
Last updated: 2 June 2026
We want you to be confident in every order. This policy explains when returns and refunds are available. It does not affect your statutory rights.
1. Damaged or Incorrect Items
If your order arrives damaged, or you receive the wrong item, contact us within 48 hours of delivery at orders@definedlabs.co.uk with your order number and a photo. We will arrange a replacement or full refund.
2. Unopened Products
Due to the nature of research chemicals, we can only accept returns of unopened products with intact tamper seals, reported within 14 days of delivery. Opened or unsealed products cannot be returned for safety and integrity reasons.
3. Refund Processing
Approved refunds are issued to the original payment method within 5–10 working days of us receiving the returned item or confirming the issue.
4. Non-Refundable
Bacteriostatic water and other consumables, and any product where the seal has been broken, are non-refundable unless faulty.
This document is provided for general information and does not constitute legal advice. For questions, contact info@definedlabs.co.uk.