Refund policy

Last updated: 21 August 2026

This policy explains how cancellations, returns and refunds are handled. It does not limit your statutory rights.

Cancelling before dispatch

If you want to cancel an order before dispatch, contact us as soon as possible. If the order has already entered fulfilment or been dispatched, the returns process below will apply.

Change-of-mind returns

For eligible online purchases, you can normally tell us that you wish to cancel within 14 days after receiving the goods. After notifying us, you normally have a further 14 days to return them.

Please keep products sealed, unused and in their original packaging, and handle them no more than is reasonably necessary to inspect them. We may make a deduction where handling has reduced the value of returned goods.

Some legal exceptions apply. Where sealed goods are not suitable for return for health-protection or hygiene reasons, the right to cancel may end after the seal is broken. This exception does not remove your rights where goods are faulty, damaged or not as described.

How to request a return

Email support@thistlebiolabs.co.uk before returning an item. Include your order number and the reason for the return. We will provide the return instructions and address. Do not send a return to an address that has not been confirmed by us.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged or incorrect, contact us promptly so that we can investigate and resolve the issue. Include your order number, a description of the problem and clear photographs of the product, packaging and delivery label where relevant. Prompt notification helps us investigate carrier damage, but it does not limit your statutory rights.

Depending on the circumstances and your legal rights, the available resolution may include a refund, replacement or other appropriate remedy.

Return delivery costs

For a change-of-mind return, you are normally responsible for the return delivery cost. We recommend using a tracked service. If an item is faulty, damaged on arrival, incorrect or otherwise requires a remedy under consumer law, we will provide appropriate return instructions and cover reasonable return costs where required.

Refunds

When a refund is due, it will be made to the original payment method unless otherwise agreed. For a cancelled online order, refunds are processed within the times required by applicable consumer law after we receive the returned goods or acceptable evidence that they have been sent back. Standard outbound delivery costs are refunded where required by law; any additional cost for an enhanced delivery service may not be refundable.

Your bank or payment provider may take additional time to show the refund after it has been issued.

Delivery problems

If a parcel is delayed or appears lost, contact us with your order number and tracking reference. We may need to complete the carrier's investigation process before confirming the available resolution.

Customers are responsible for providing an accurate and complete delivery address. Nothing in this section limits rights that cannot legally be excluded.

Research-use-only supply

All products are supplied strictly for laboratory research and educational analysis only. They are not intended for human or veterinary consumption, treatment, diagnosis, prevention, cosmetic use, personal use or any form of administration.