Refund Policy

General Policy

Due to the laboratory nature of our products, Britestill is generally unable to accept returns of opened or used items once they have been dispatched. This policy is in place to protect the integrity and quality of the research reagents we provide to all customers.

Cancellation

Orders may be cancelled at any time prior to the creation of a shipping label. Once a shipping label has been generated and a tracking number assigned, the order is considered dispatched and the standard returns process applies. If you need to cancel an order, please use our Contact Page immediately.

Returns (Sealed & Unopened Items)

We accept returns for “change of mind” only if the goods are still in their original, factory-sealed condition.

  • Condition: The outer shipping packaging may be opened, but the internal product packaging and security seals must remain 100% intact.
  • Timeframe: You must notify us of your intent to return sealed goods within 14 days of delivery.
  • Process: Do not return goods until you have received a Return Authorisation and instructions from us via our Contact Page.

Shipping Costs

  • Change of Mind: Original shipping costs are non-refundable once a shipping label has been created. The customer is responsible for the cost of returning the item to us.
  • Our Error / Faulty Items: If a return is authorised due to our error or a confirmed product fault, we will provide a pre-paid return label or reimburse reasonable return postage costs as agreed.

Damaged, Faulty, or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered:

  1. Contact us within 48 hours of delivery via the Contact Page.
  2. Provide your order number and clear photographic evidence of the issue.
  3. We will resolve the matter promptly via a replacement, repair, or full refund (including original and return postage).

Research Use Only

All products sold by Britestill are supplied strictly for laboratory or industrial research use. Products that have been opened, used, or stored outside of documented research conditions (e.g., incorrect temperature) cannot be accepted for return under any circumstances as their purity can no longer be guaranteed. This does not affect your statutory rights regarding faulty goods.

Refunds — Timing and Method

Once a refund is approved and the goods (if applicable) have been received and inspected:

  • Refunds are issued to the original payment method.
  • Please allow up to 14 days from our receipt of returned goods for the credit to appear on your statement.

International Orders

Customers outside of the UK are responsible for all customs duties, local taxes, and return postage for change-of-mind returns. We will refund the product price only. We do not refund import/customs charges unless the return is due to our error or a confirmed fault.

How to Start a Return

  1. Go to our Contact Page.
  2. Provide your order number, product details, the reason for the return, and photos (if the item is damaged or incorrect).
  3. Wait for our Return Instructions. Do not send items back before receiving an authorisation, as they may be rejected at the warehouse.
  4. We aim to respond to all enquiries within 48 hours.
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