At Thistle BioLabs, we aim to provide a clear, reliable and professional service. Please read our refund and returns policy carefully before placing an order.

Last updated: 23/05/26

  • Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

Orders can only be cancelled before they have been dispatched. Once an order has been dispatched, we are unable to cancel it, but you may still be able to request a return in line with the policy below.

  • Returns

You have 14 days from the date your order is delivered to notify us that you would like to request a return.

To be eligible for a return, products must be:

  • Unopened
  • Unused
  • Sealed in their original packaging
  • In the same condition as received
  • Suitable for resale
  • Returned with proof of purchase

Due to the nature of our products, we cannot accept returns for any item that has been opened, used, tampered with, damaged after delivery, or removed from its original sealed packaging.

All products are supplied for laboratory research and educational analysis only. They are not supplied for human or veterinary consumption, treatment, diagnosis, prevention, or personal use.

  • Non-Returnable Items

We are unable to accept returns on:

  • Opened or unsealed products
  • Used or partially used products
  • Products damaged after delivery
  • Products returned without prior approval
  • Products affected by incorrect storage or handling after delivery
  • Items returned outside the return window

This does not affect your statutory rights if an item is faulty, damaged on arrival, or incorrect.

  • Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

  • Your order number
  • A clear description of the issue
  • Photographs of the product, packaging, and delivery label where relevant

Once reviewed, we may offer a replacement, refund, or store credit depending on the circumstances.

  • Return Shipping

Customers are responsible for the cost of return postage unless the item is faulty, damaged on arrival, or incorrect.

We recommend using a tracked delivery service when returning an item, as we cannot guarantee receipt of returned parcels without tracking.

Returns must be approved before being sent back. Please do not return any items without contacting us first.

  • Refunds

Once your return has been received and inspected, we will notify you whether your refund has been approved.

If approved, refunds will be processed back to the original payment method where possible.

Please allow a reasonable processing time for the refund to appear in your account, depending on your bank or payment provider.

Original delivery costs may not be refunded unless the item was faulty, damaged on arrival, incorrect, or required under applicable consumer law.

  • Delivery Issues

If your parcel is delayed or appears to be lost in transit, please contact us so we can investigate with Royal Mail.

If tracking confirms that a parcel has been delivered to the address provided at checkout, we cannot be held responsible for loss, theft, or damage after delivery.

Customers are responsible for ensuring that the delivery address provided at checkout is accurate and complete.

  • Contact Us

To request a return, report an issue, or ask a question about your order, please contact us using one of the methods below:

Email: support@thistlebiolabs.co.uk
Telegram: @thistlebiolabs
WhatsApp: 07719704948

Please include your order number when contacting us so we can deal with your request as quickly as possible.