Returns & refunds

01Our returns approach

Product condition matters for laboratory research. We do not offer voluntary change-of-mind returns or exchanges beyond your legal rights. The rules below preserve any statutory cancellation or faulty-goods remedy that applies to your purchase.

Please check the compound, strength and quantity carefully before ordering. A research-use label does not by itself remove a consumer’s cancellation rights.

02Faulty, damaged or incorrect goods

Contact contact@valorislabs.com with your order number, the affected product and a short explanation. Photographs of the vial, label and packaging are useful where available. Report the issue promptly, but there is no short reporting deadline that takes away your statutory rights.

We can arrange a replacement at no additional product or delivery cost. If you are legally entitled to a refund, you do not have to accept a replacement instead. We cover reasonable return costs where goods are faulty, damaged on arrival or incorrectly supplied.

Consumers generally have a 30-day short-term right to reject non-conforming goods, subject to the applicable rules. Further repair, replacement or refund rights may apply afterwards. An agreed refund for faulty goods is paid without undue delay and within 14 days of our agreement that it is due.

Where safe, retain the affected item and packaging and provide the batch details if available. Stop using an item whose condition is in doubt. We may request reasonable evidence to investigate; this does not impose a new deadline or remove statutory remedies. Damage caused solely by misuse, alteration or improper storage after delivery is assessed separately from a defect present when supplied.

03Cancelling an eligible online order

Where the statutory right applies, tell us that you wish to cancel within 14 days after the day you receive the goods. If one order is delivered in separate parts, the period normally runs from receipt of the last item. You do not need to give a reason.

Email a clear cancellation request before the deadline. Return the goods within 14 days of notifying us. You pay the direct return postage for a change-of-mind cancellation; contact us for suitable return instructions and the address. Prior approval is not needed simply to notify a valid cancellation.

04Cancellation refunds

For cancellation of a whole eligible order, we refund the goods and basic outbound delivery charge. Any premium above standard delivery is not refundable under the statutory cancellation rules. We use the original payment method unless otherwise agreed and do not charge a refund fee.

We reimburse without undue delay and within 14 days of being told of cancellation, although we may withhold payment until the goods are received back or evidence of return is supplied, whichever happens first. Any lawful deduction for handling beyond what is needed to establish the goods’ nature, characteristics and functioning will be explained.

05Seals, handling and safe returns

Keep the original seals intact while checking your order and follow the product-specific storage information. Opening, mixing, using or damaging a product may reduce its value; it does not automatically remove all legal rights.

Do not post a leaking vial or damaged package without asking us for an appropriate return method. Keep the affected item and packaging while we agree the next step, where safe to do so. We will not ask you to use an unsafe return method.

06Missing parcels or items

If an item is missing, a parcel is overdue or tracking appears incorrect, email us. We will investigate and arrange the appropriate resolution. A carrier’s claim process or insurance limit does not replace your legal rights against us.

A research result that differs from expectations does not by itself show a product defect. We will still investigate a specific concern that an item is faulty or does not match its description.

07Optional cancellation form

You may use the following wording in an email to contact@valorislabs.com. You can also cancel with any other clear statement; this form is optional.