Refund & Returns Policy
Our policy on returns, refunds, and damaged or missing orders.
1. Overview
Due to the nature of research compounds, we have specific policies regarding returns and refunds to ensure product integrity and safety compliance.
2. Sealed Products (Unopened)
Sealed, unopened products may be returned within 14 days of delivery for a full refund of the product price. To be eligible:
- Products must be in original sealed packaging
- Products must not have been opened, tampered with, or reconstituted
- You must contact us at support@kyrolab.co.uk to initiate the return
- Return shipping costs are the responsibility of the buyer
3. Opened Products
We cannot accept returns on opened products. Once a vial seal has been broken, we cannot verify the integrity of the compound and therefore cannot resell or refund it. This is for the safety and quality assurance of all our customers.
4. Damaged Orders
If your order arrives damaged:
- Contact us within 48 hours of delivery
- Provide your order number and clear photographs of the damage
- We will arrange a full replacement or refund at no additional cost
- Do not dispose of damaged items until we have confirmed the resolution
5. Missing or Lost Orders
If your order has not arrived within the estimated delivery window:
- Check your tracking information for the latest status
- Contact us with your order number — we will investigate with our shipping partner
- If the order is confirmed lost, we will arrange a full replacement or refund
6. Incorrect Orders
If you receive the wrong product, contact us immediately. We will arrange for the correct product to be shipped at no additional cost and will provide a prepaid return label for the incorrect item.
7. Refund Processing
Approved refunds will be processed to your original payment method within 5-10 business days. You will receive an email confirmation when your refund has been issued.
8. Cancellations
Orders can be cancelled free of charge if they have not yet been dispatched. Once dispatched, the standard return policy applies. Contact us as soon as possible to request cancellation.
9. Contact
For all return and refund requests, contact support@kyrolab.co.uk with your order number and details of your request.