Refund & Returns Policy

1. Your Right To Cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order without giving a reason at any time from placing it until 14 days after the day you receive it. You may handle the goods as you reasonably would in a shop; you are only liable for any diminished value resulting from handling beyond what is necessary to establish their nature and characteristics. See clause 2 for the exemption that applies to sealed goods once unsealed. To cancel, tell us using the model cancellation form or any other clear statement.

2. Sealed Goods Exemption

Because our products are laboratory chemicals supplied in sealed, tamper-evident vials that are not suitable for return for health protection and hygiene reasons, the cancellation right ceases once a vial becomes unsealed after delivery, in line with Regulation 28(3)(a) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. We are unable to accept the return of any vial once the seal has been broken. This does not affect your statutory rights where goods are faulty, damaged or not as described.

3. Faulty Or Damaged Items

If your order arrives damaged, leaking, with a broken seal on arrival, or is not what you ordered, please tell us as soon as you can — ideally within 48 hours of delivery, with your order reference and photographs, so we can investigate with the courier quickly. We will arrange a replacement or refund at no cost to you. This request does not limit your statutory rights: under the Consumer Rights Act 2015 you have a 30-day right to reject faulty goods, and further rights to repair, replacement or a refund after that.

4. How To Request A Return Or Refund

Email synhealth.pept@gmail.com with your order reference, or use the model cancellation form. For change-of-mind cancellations under clause 1, the vial must still be sealed (see clause 2), and you must send the goods back without undue delay and no later than 14 days from the day you tell us you are cancelling. You bear the direct cost of returning the goods. For damaged, incorrect or incomplete deliveries, include clear photographs of the outer parcel, packaging and product received so the issue can be investigated — we cover return costs in those cases.

5. Refund Method & Timing

Refunds are made by bank transfer to the account the original payment came from. Where you cancel under clause 1 we refund the price you paid together with the standard outbound delivery charge, up to the cost of our cheapest standard delivery option. We will refund you within 14 days of receiving the goods back, or within 14 days of the day you supply evidence that you have sent them back, whichever is earlier; where no goods were supplied, within 14 days of being told you are cancelling.

6. Non-Returnable Items

Opened or used vials, and any item where the tamper seal has been broken, cannot be returned or refunded except where faulty or damaged on arrival.

7. Contact

For any question about a return, email synhealth.pept@gmail.com.