Damaged, Faulty or Incorrect Items 

Please contact us within 7 days of delivery if your order arrives damaged, faulty or contains an incorrect item. 

Include your order number, a description of the issue and clear photographs of the product, label and packaging. Please keep the item and all packaging until we have reviewed your request. 

Once assessed, we will arrange an appropriate replacement, refund or other remedy in accordance with applicable consumer law. 

Missing Items 

Please contact us within 7 days of delivery if an item is missing from your order. 

We will review our packing and dispatch records and arrange an appropriate resolution where the item is confirmed missing. 

Lost or Undelivered Orders 

Please contact us if your order has not arrived within 14 business days of dispatch. 

We will investigate the delivery with the carrier. If the parcel is confirmed lost, we will arrange a replacement or refund, depending on product availability and the circumstances. 

Change-of-Mind Returns 

Due to the nature of our research products and the importance of maintaining product integrity, we do not accept returns or provide refunds for change of mind, ordering the wrong product or no longer requiring an item. 

Please review your order carefully before completing checkout. 

This does not affect your rights where a product is faulty, damaged, incorrectly supplied or otherwise fails to meet an applicable consumer guarantee. 

Order Cancellations 

Contact us immediately if you need to cancel or change an order. 

We will do our best to assist, but changes or cancellations may not be possible once the order has been processed, packed or dispatched. 

How to Request a Refund or Replacement 

Please submit your request through our Contact page and include: 

• Your full name 
• Your order number 
• A description of the issue 
• Clear supporting photographs, where applicable 

We aim to respond within 2 business days. Approved refunds will generally be returned to the original payment method.