Refund & Returns Policy

1. Overview

This policy explains how Pure Tide Labs handles cancellations, returns, replacements and refunds for orders placed through this website. It forms part of our Terms of Service.

All products are supplied strictly for in-vitro laboratory research use only. Because of the nature of research compounds, some items cannot be returned once opened. These limits are set out below and apply only as far as the law allows.

2. Cancelling Before Dispatch

You can cancel an order at any time before it is dispatched by emailing sales@puretidelabs.co.uk with your order number.

• Cancelled orders receive a full refund, including delivery charges
• If your order has already left us, it will be treated as a return under section 3
• We may cancel an order before dispatch, for example if misuse or non-compliance is suspected, and will refund any payment taken

3. Your 14-Day Right to Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, consumers may cancel an online order within 14 days of the day the goods are delivered, without giving a reason. We extend the same 14-day window to business and institutional buyers.

• Tell us you wish to cancel by emailing sales@puretidelabs.co.uk within the 14 days
• Return the items within 14 days of telling us
• Items must be unopened, with the seal intact, and in their original packaging
• The cost of returning items is paid by the buyer, unless the item is damaged, faulty or incorrect
• If you cancel your whole order, we also refund the standard delivery charge you originally paid

4. Items We Cannot Accept Back

Vials are sealed for health protection and hygiene reasons. Under the 2013 Regulations, the right to cancel does not apply to sealed goods once they have been unsealed after delivery.

For this reason we cannot accept returns of:

• Vials that have been opened, unsealed or reconstituted
• Items with a broken, removed or tampered seal
• Items that have not been stored as directed on arrival
• Change-of-mind returns requested more than 14 days after delivery
• Products that were not purchased from Pure Tide Labs

This does not affect your rights where an item is damaged, faulty or incorrect, which are covered in section 5.

5. Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty, incomplete or different from what you ordered, we will put it right at no cost to you.

• Please tell us within 48 hours of delivery where possible, so we can claim from the carrier
• Include your order number, a short description and clear photos of the items and packaging
• Keep the items and packaging until we confirm the next step
• We will offer a replacement or a full refund, and cover any return postage

Under the Consumer Rights Act 2015, consumers have 30 days from delivery to reject faulty goods for a full refund, and further rights to a repair, replacement or price reduction after that. Asking you to report problems within 48 hours does not reduce these rights.

6. Purity Guarantee

Every lot is independently tested and supplied with a lot-specific Certificate of Analysis. If an independent laboratory finds a lot below the purity stated on its Certificate of Analysis, we will offer a replacement or a full refund for the affected vials.

To make a claim, please send us:

• Your order number and lot number
• The full test report from an independent analytical laboratory, showing the method used
• Your claim within 30 days of delivery

We may compare the report against our retained reference sample for that lot before confirming the outcome.

7. Lost or Delayed Parcels

Tracking details are emailed when your order is dispatched. If your tracking has not updated for 5 working days, or shows as delivered but you have not received it, please contact us.

• We will open an investigation with the carrier on your behalf
• If the carrier confirms the parcel is lost, we will send a replacement or issue a full refund
• We are not responsible for parcels delayed or lost because of an incorrect or incomplete address supplied at checkout, although we will help where we can

8. How to Return an Item

Please contact us before sending anything back, so we can confirm the return and give you the correct return address.

• Email sales@puretidelabs.co.uk with your order number and the items you wish to return
• Pack items securely in their original packaging to prevent damage in transit
• Use a tracked postal service and keep your proof of postage
• Items returned without contacting us first may take longer to process

Returned items remain your responsibility until they reach us. If a return arrives opened or damaged through handling, we may reduce the refund to reflect the loss in value.

9. Refunds

Once your return is approved, we will refund you within 14 days of receiving the items back, or of receiving proof that you have sent them, whichever is sooner.

• Refunds are made to the original payment method
• Card refunds can take 3 to 10 working days to appear, depending on your bank
• Any charge for a faster delivery option above our standard rate is not refunded on change-of-mind returns
• Refunds for damaged, faulty or incorrect items include all delivery and return costs

10. Chargebacks & Disputes

We encourage customers to contact us directly before raising a payment dispute or chargeback. Most issues are resolved quickly through our team without third-party involvement.

If a chargeback is raised without contacting us first, we may provide transaction, delivery and communication records to the payment provider, as set out in section 9 of our Terms of Service.

11. Your Statutory Rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Where this policy and the law differ, the law applies.

This policy is governed by the laws of England and Wales. We may update it from time to time. The version in force when you place an order applies to that order.

12. Contact Us

For cancellations, returns, damaged items or purity claims, email sales@puretidelabs.co.uk or use our contact page. Please include your order number so we can help you quickly.

Our team replies within one business day.