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.
CONTACT
To cancel an order, request a return or report a problem, email support@thistlebiolabs.co.uk and include your order number.
Research purchase acknowledgement
Please confirm before checkout that this order is being placed strictly for lawful research use.
Read the full purchase acknowledgement
- I understand that products supplied by Thistle BioLabs are sold strictly as research materials.
- The products are not supplied or promoted for human or veterinary administration, consumption, diagnosis, treatment or prevention of disease.
- I will use the products only for lawful research purposes and in accordance with all applicable laws and regulations.
- I understand that Thistle BioLabs does not provide medical advice, dosing instructions, treatment protocols or recommendations for human use.
- I have read and agree to the Terms & Conditions, Shipping Policy and Refund Policy.
Nothing in this acknowledgement limits or excludes any statutory rights or liability which cannot lawfully be limited or excluded.
Tick the highlighted box above to continue to checkout.