Returns and refunds policy

Returns & Refund Policy

Velorin Biolabs UK Ltd is committed to supplying laboratory research materials that meet our internal quality standards and are accurately prepared prior to dispatch.

Due to the nature of the products supplied and the importance of maintaining product integrity, traceability and quality assurance, we operate a restricted returns policy.

Except where required by applicable law, returns are accepted only in the limited circumstances outlined within this policy.

Nothing in this policy affects your statutory rights under applicable UK consumer protection legislation.

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1. General Policy

As our products are supplied as laboratory research materials, we are generally unable to accept returns once products have left our controlled storage environment.

This policy helps protect:

• Product integrity.
• Batch traceability.
• Quality assurance.
• Customer safety.
• Inventory security.

Once products have been delivered, we cannot verify the storage conditions, handling or chain of custody.

For these reasons, products cannot normally be returned simply because they are no longer required, were ordered in error, or the purchaser has changed their mind, except where applicable law provides otherwise.

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2. Circumstances Where We May Accept a Return

Returns may be considered where:

• An incorrect item has been supplied.
• Products have been damaged during transit.
• The shipment is incomplete.
• The product received differs materially from the confirmed order.
• A quality issue is identified following our internal investigation.
• A return is otherwise required by applicable law.

Each request is assessed individually by our Customer Support and Quality teams.

Authorisation must be obtained before any item is returned.

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3. Non-Returnable Items

Except where required by law, the following will normally not be accepted for return:

• Products ordered in error.
• Unwanted items.
• Products no longer required.
• Products where packaging has been opened.
• Products where tamper-evident seals have been broken.
• Products that have been relabelled or repackaged.
• Products that have not been stored in accordance with accompanying guidance after delivery.
• Products returned without prior authorisation.

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4. Reporting a Problem

If you believe there is an issue with your order, please notify Velorin Biolabs UK Ltd as soon as reasonably practicable after delivery.

Your enquiry should include, where available:

• Order number.
• Product name.
• Batch number.
• Description of the issue.
• Photographs of the products and packaging.
• Photographs of any shipping damage.

Providing complete information allows us to investigate efficiently and determine an appropriate resolution.

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5. Damaged Deliveries

If a parcel arrives damaged, customers should:

• Photograph the parcel before opening where reasonably possible.
• Photograph all internal packaging.
• Photograph any damaged products.
• Retain the original packaging until the investigation has concluded.
• Notify Velorin Biolabs UK Ltd promptly.

Claims relating to transport damage may require investigation with the delivery carrier.

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6. Incorrect Orders

If an incorrect product has been supplied, customers should contact us promptly before using or handling the product.

Where an error is confirmed, we will determine the most appropriate remedy, which may include:

• Supplying the correct product.
• Arranging collection where appropriate.
• Issuing a replacement.
• Providing a refund where appropriate.

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7. Return Authorisation

No products should be returned without prior written authorisation from Velorin Biolabs UK Ltd.

Unauthorised returns may be refused and returned to the sender at the sender’s expense.

Where a return is approved, customers will receive instructions explaining:

• The return address.
• Packaging requirements.
• Documentation required.
• Any applicable shipping arrangements.

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8. Inspection of Returned Products

Approved returns will undergo inspection upon receipt.

Inspection may include:

• Verification of product identity.
• Batch confirmation.
• Packaging inspection.
• Tamper seal verification.
• Assessment of product condition.
• Review of supporting documentation.

The outcome of the inspection will determine whether a replacement, refund or other remedy is appropriate.

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9. Refunds

Where a refund is approved, reimbursement will normally be made using the original payment method.

Refunds will generally be processed within a reasonable period following completion of our review and confirmation that a refund is due.

Shipping charges may not be refundable unless required by law or where the return results from an error on our part.

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10. Replacement Products

Where appropriate, Velorin Biolabs UK Ltd may, at its discretion or where required by law, offer a replacement product instead of a refund.

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11. Limitation

Velorin Biolabs UK Ltd reserves the right to refuse any return request where:

• The circumstances fall outside this policy.
• Products have been altered after delivery.
• Products have not been stored appropriately following receipt.
• There is evidence of misuse or unauthorised handling.
• Sufficient information has not been provided to investigate the claim.

Any refusal will be without prejudice to any rights you may have under applicable law.

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12. Your Statutory Rights

Nothing in this Returns & Refund Policy excludes or limits any rights that cannot legally be excluded under the laws of England and Wales.

Where UK consumer protection legislation applies, your statutory rights remain unaffected.

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13. Contact

For returns or refund enquiries, please contact:

Velorin Biolabs UK Ltd

Email: [Insert Email]

Telephone: [Insert Telephone]

Business Hours:

Monday to Friday

[Insert Opening Hours]

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Document Control

Document Reference: VBL-RR-001

Document Owner: Velorin Biolabs UK Ltd

Version: 1.0

Approved By: [Director / Compliance Officer]

Next Scheduled Review: [Insert Date]

7A. Return Merchandise Authorisation (RMA)

To maintain product integrity, batch traceability and accurate quality records, Velorin Biolabs UK Ltd operates a mandatory Return Merchandise Authorisation (RMA) process.

No products may be returned without first obtaining written authorisation from Velorin Biolabs UK Ltd.

Customers requesting a return must contact our Customer Support team before sending any products back.

Following an initial review, an RMA reference number may be issued where a return is considered appropriate.

The RMA process assists us in:

• Maintaining batch traceability.
• Protecting product integrity.
• Investigating reported quality concerns.
• Preventing unauthorised returns.
• Maintaining accurate inventory records.
• Ensuring efficient customer support.

Any parcel received without an authorised RMA reference may be refused or returned to the sender.

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7B. Information Required for an RMA Request

Customers requesting an RMA should provide, where applicable:

• Full name.
• Order number.
• Date of purchase.
• Product name.
• Batch number.
• Quantity affected.
• Detailed description of the issue.
• Clear photographs of the product.
• Photographs of all packaging.
• Photographs of shipping labels (where relevant).

Failure to provide sufficient information may delay or prevent the assessment of the request.

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7C. Quality Assessment

Once an RMA request has been received, our Quality Team will review the information provided.

Additional information or photographs may be requested where necessary.

Where appropriate, Velorin Biolabs UK Ltd may request the return of the affected product for further inspection before determining the appropriate resolution.

Submission of an RMA request does not guarantee that a return, replacement or refund will be approved.

Each case is assessed individually based on the available evidence and the circumstances of the claim.

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7D. Approved Returns

Where a return has been authorised, customers must:

• Clearly display the issued RMA reference on the outer packaging.
• Return only the products specified within the authorisation.
• Ensure products are securely packaged.
• Include any documentation requested by Velorin Biolabs UK Ltd.

Failure to comply with these requirements may delay processing or result in the return being refused.

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7E. Unauthorised Returns

Velorin Biolabs UK Ltd reserves the right to refuse any parcel received:

• Without a valid RMA reference.
• Outside the approved return period.
• Containing products not covered by the issued authorisation.
• Showing evidence of tampering, relabelling or inappropriate handling.

Where appropriate, unauthorised returns may be returned to the sender at the sender’s expense.

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7F. Resolution

Following completion of our investigation, Velorin Biolabs UK Ltd will determine the appropriate outcome.

Depending upon the circumstances, this may include:

• Replacement of the affected product.
• Partial refund.
• Full refund.
• Reshipment.
• No further action where no issue is identified.

Any remedy provided will be consistent with this policy and any applicable legal obligations.