Refund & Returns Policy
Last updated: 10 August 2026
Research materials are sealed, temperature-sensitive laboratory goods, so our returns position is necessarily stricter than for general retail. This policy explains exactly when we refund, replace or decline.
Cancelling before dispatch
You can cancel any order in full before it is dispatched. Email ukelevatelabs@gmail.com with your order reference and we will cancel and refund the full amount, including shipping, to the original payment method.
Sealed goods after dispatch
Because vials are sealed, temperature-controlled laboratory materials whose integrity cannot be verified once they leave our control, we cannot accept returns of opened or unsealed vials, or of vials that have been stored outside our stated conditions.
This does not affect your statutory rights where goods are faulty, damaged, misdescribed or not as ordered.
Damaged or incorrect items
If your parcel arrives damaged, incomplete or containing the wrong item, contact us within 48 hours of delivery with your order reference and photographs of the outer packaging and contents.
Once verified we will send a replacement at no cost or issue a full refund, whichever you prefer.
Purity disputes
Every batch is released against an independent HPLC Certificate of Analysis tied to the batch number on your vial. If your own analysis materially contradicts that certificate, send us your results and the batch number. Where a discrepancy is confirmed we will refund or replace the affected item in full and withdraw the batch from sale.
How refunds are issued
Approved refunds are returned to the original payment method — card refunds are processed through Stripe and typically appear within 5–10 working days; bank transfer refunds are returned to the originating account within 5 working days.
We do not issue refunds in cash, store credit or to a different payment method than the one used to pay.
Non-refundable situations
We cannot refund orders where the material has been used outside a laboratory research context, where it has been opened without a verified fault, or where a claim is raised more than 30 days after delivery.
Contact
All refund requests go to ukelevatelabs@gmail.com. Quote your order reference and, where relevant, the batch number printed on the vial. We reply within 24 hours.
Research use only
All materials supplied by ElevateLabsUK are for laboratory and research use only. They are not medicines, supplements, cosmetics or foods and must not be consumed or administered to humans or animals. Purchasers must be 18 or over.