RETURNS, CANCELLATIONS AND REFUNDS POLICY

PRIME RESEARCH SUPPLY
Last updated: 19 July 2026

This policy applies to orders placed with PRIME RESEARCH SUPPLY through our online store.

Our materials are supplied exclusively for legitimate laboratory research and analytical work. They are not supplied for human consumption, personal use, veterinary use, diagnosis or treatment.

Nothing in this policy limits or excludes any statutory rights that cannot lawfully be excluded.

1. Contact details

To request a cancellation, return, replacement or refund, contact:

Email: Sales@primeresearchsupply.co.uk
Telephone: 07949 499597

Please include your full name, order number, the email address used when ordering and a clear explanation of your request.

Do not send any product back until return instructions have been issued by PRIME RESEARCH SUPPLY.

2. Consumer and business purchases

Different legal rights may apply depending on whether an order is placed as a consumer or on behalf of a business, laboratory, university, research organisation or other professional body.

A consumer is an individual acting wholly or mainly outside their trade, business, craft or profession.

Business and professional purchases do not automatically receive consumer cancellation rights. Returns for business purchases are accepted only where agreed by PRIME RESEARCH SUPPLY, where required by law, or where products are faulty, damaged, incorrectly supplied or materially misdescribed.

3. Cancelling an order before dispatch

You may request cancellation before an order has been dispatched.

Contact us as soon as possible using the details above. Include your order number and a clear statement that you wish to cancel.

We cannot guarantee that a cancellation request will be completed once an order has entered processing, packing or dispatch preparation.

Where cancellation is successfully completed before dispatch, the amount paid will be refunded to the original payment method.

4. Consumer right to cancel after delivery

Eligible consumers purchasing online normally have the right to cancel an order without giving a reason.

You must notify us of your decision to cancel within 14 days beginning on the day after the goods are received.

Where an order is delivered in separate parcels or parts, the cancellation period normally begins on the day after the final parcel or part is received.

After notifying us of cancellation, you must return the goods without undue delay and no later than 14 days after the date on which you informed us of the cancellation.

A cancellation request should clearly state:

• Your name
• Your order number
• The email address used when ordering
• The products being cancelled
• That you wish to cancel the contract

5. Sealed materials and loss of cancellation rights

Some products may be supplied in sealed containers or sealed packaging to protect product integrity, prevent contamination or preserve suitability for controlled laboratory use.

Where a product has been sealed for genuine health-protection or hygiene reasons and becomes unsuitable for return after unsealing, the statutory right to cancel may not apply once that seal has been broken.

This may include products where:

• A vial, container or protective closure has been opened
• A security seal has been removed or broken
• A cap, stopper or closure has been punctured
• The product has been reconstituted, transferred, sampled or used
• The product has been exposed to conditions that may compromise its integrity
• The product can no longer be verified as uncontaminated and unused

This restriction will be applied only where legally permitted and does not affect rights relating to faulty, damaged, incorrect or misdescribed goods.

6. Conditions for change-of-mind returns

To qualify for a change-of-mind return, products must be:

• Unused
• Unopened
• Unaltered
• Uncontaminated
• In their original sealed condition
• In their original packaging
• Complete with any labels, protective components and supplied accessories
• Suitable for resale as new
• Accompanied by valid proof of purchase

Opening an outer delivery carton solely to inspect the contents does not automatically prevent a return. However, product containers, security seals and protective packaging must remain intact.

7. Returns that may be refused

A change-of-mind return may be refused where:

• The product container has been opened
• A security seal has been broken or removed
• The product has been punctured, sampled or reconstituted
• The contents have been removed or transferred
• The product has been used
• The product has been damaged after delivery
• The product has been stored or handled in a way that may compromise its integrity
• Labels or identifying information have been removed or altered
• The product has been contaminated
• The product is incomplete
• The return was sent without authorisation
• The return was sent after the applicable return period
• The returned product cannot be matched to a valid order
• The product was made or obtained specifically to the purchaser’s requirements and is legally exempt from cancellation

Refusal of a change-of-mind return does not affect any legal rights relating to faulty, damaged, incorrect or misdescribed goods.

8. Return authorisation

All returns must be authorised before being sent.

After reviewing your request, we will provide:

• Confirmation of whether the return is authorised
• The correct return address
• Any reference number or information that must be included
• Packaging or shipping instructions where required

The registered business address must not be used as a return address unless we specifically instruct you to send the return there.

Unauthorised returns may be refused, delayed or returned to the sender.

9. Return shipping costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the goods unless we have agreed otherwise in writing.

Where goods are faulty, damaged, incorrectly supplied or materially misdescribed, PRIME RESEARCH SUPPLY will cover reasonable return costs or provide an appropriate return method where the claim is accepted.

We recommend using a tracked and appropriately insured delivery service.

The customer remains responsible for the returned goods until they are received by PRIME RESEARCH SUPPLY or the authorised return location.

Keep proof of posting and tracking information until the return and refund have been completed.

10. Packaging returned goods

Returned goods must be packaged securely and appropriately.

The customer is responsible for taking reasonable care to prevent damage, loss, contamination or temperature exposure during return transit.

Where practical, use the original delivery packaging.

Do not attach shipping labels directly to product packaging, product containers or presentation boxes.

Damage caused by inadequate return packaging may result in a deduction from the refund where legally permitted.

11. Inspection of returns

All returned products are inspected before a refund is approved.

Inspection may include checking:

• Product seals
• Containers and closures
• Labels and identifying information
• Original packaging
• Signs of opening, use, alteration or contamination
• Whether the returned product matches the order
• Whether all supplied components have been returned
• Whether the product remains suitable for resale

Approval of a return request does not guarantee a refund before the returned goods have been received and inspected.

Where a returned product does not meet the applicable return conditions, we will explain the reason the return has been rejected.

Where appropriate, rejected goods may be made available for return to the customer. The customer may be required to pay the associated delivery cost.

12. Handling and deductions from refunds

Consumers may inspect goods only to the extent reasonably necessary to establish their nature, characteristics and condition.

Where goods have been handled beyond what would reasonably be permitted in a physical shop, we may reduce the refund to reflect any loss in value, where legally permitted.

No deduction will be made merely because the outer shipping packaging was opened to inspect the order.

13. Refund amounts

For an eligible consumer cancellation, the refund will normally include:

• The price paid for the returned goods
• The cost of the least expensive standard delivery option offered for the order

Where the customer selected a more expensive delivery method, any amount paid above the standard delivery cost does not have to be refunded.

Return shipping costs for change-of-mind returns are not normally refunded.

Where only part of an order is returned, the original delivery charge may not be refundable where the same delivery charge would have applied to the products retained.

14. Refund timing

Approved refunds will be issued without undue delay.

For an eligible consumer cancellation, the refund will normally be issued no later than 14 days after:

• We receive the returned goods, or
• You provide satisfactory evidence that the goods have been returned, where this occurs earlier

We may withhold the refund until the goods have been received or until satisfactory evidence of return has been supplied.

After a refund has been issued, the time taken for funds to appear may depend on the bank, payment provider or original payment method.

15. Refund method

Refunds will be issued using the original payment method unless an alternative method is expressly agreed.

We will not normally issue refunds to a different person, bank account, payment card or payment method.

Any refund remains subject to payment-provider processing and security checks.

16. Faulty, damaged, incorrect or misdescribed goods

Products must be of satisfactory quality, match their description and be suitable for any purpose expressly agreed with us.

Contact us promptly if a product:

• Arrives damaged
• Is faulty
• Is incorrect
• Is incomplete
• Does not match the order confirmation
• Is materially different from its product description

Please provide:

• Your order number
• The product name
• The supplied strength or format
• A description of the problem
• Clear photographs of the delivery packaging
• Clear photographs of the product, label, seal and damage
• Any relevant batch or identifying information

Do not open, use, alter, reconstitute, transfer or dispose of the product unless we instruct you to do so.

We may request further information or photographs before determining the appropriate remedy.

17. Transit damage reporting

Visible delivery damage should be reported as soon as reasonably possible, preferably within 48 hours of delivery.

This helps us investigate the issue with the delivery provider and review the condition in which the parcel arrived.

Failure to report visible damage within 48 hours does not remove any statutory rights that apply to faulty, damaged, incorrect or misdescribed goods.

Keep all external packaging, internal packaging, labels and damaged products until the matter has been reviewed.

18. Remedies for faulty or incorrect goods

Where a claim is accepted, the available remedy may include:

• A replacement
• A refund
• A partial refund
• Supply of a missing item
• Another remedy agreed with the customer

The appropriate remedy will depend on the circumstances and the applicable statutory rights.

Eligible consumers may have a short-term right to reject faulty goods within 30 days of delivery. Further rights to repair, replacement, price reduction or refund may apply after that period.

We may require the product to be returned before providing a refund or replacement. In some cases, we may confirm that a return is unnecessary.

19. Incorrectly ordered products

The customer is responsible for checking the product name, supplied strength, format, quantity and other listing information before completing an order.

Ordering the wrong product does not make the product faulty.

An incorrectly ordered product may be returned only where:

• The return is requested within the applicable period
• The product remains unopened and fully sealed
• The product meets all other return conditions in this policy

20. Sale and reduced-price products

Products purchased during a sale or at a reduced price retain the same statutory rights as full-price products.

Change-of-mind returns for sale products remain subject to the eligibility, condition and timing requirements in this policy.

A product is not considered faulty merely because a clearly disclosed imperfection, short date or other condition was brought to the purchaser’s attention before ordering.

21. Custom, special-order and bespoke products

Products made, configured, sourced or obtained specifically to the purchaser’s requirements may not qualify for change-of-mind cancellation where the law permits this exclusion.

This does not affect rights where a custom or special-order product is faulty, damaged, incorrectly supplied or does not match the agreed specification.

22. Exchanges

We do not guarantee direct product exchanges.

Where an exchange is not available, the original product must be returned in accordance with this policy and a separate order placed for the replacement product.

Any new order is subject to current availability and pricing.

23. Refused and unclaimed deliveries

Refusing delivery or failing to collect a parcel does not automatically cancel the order.

If a parcel is returned to us because it was:

• Refused
• Unclaimed
• Not collected
• Addressed incorrectly by the customer
• Undeliverable due to incomplete information

we will review the returned parcel before deciding whether it can be resent or refunded.

Reasonable delivery, return or redelivery costs may be deducted where legally permitted and where the failed delivery was not caused by PRIME RESEARCH SUPPLY.

24. Incorrect delivery information

The customer is responsible for providing a complete and accurate delivery address.

Contact us immediately if an address needs to be corrected.

We cannot guarantee that an address can be changed after an order has entered processing or dispatch.

Where an order is lost, delayed or returned because the customer supplied incorrect or incomplete delivery information, the customer may be responsible for any additional delivery costs.

25. Partial returns

Where an order contains multiple products, an eligible customer may request to return only part of the order.

Each returned product must independently meet the conditions in this policy.

Any refund will apply only to the products accepted for return and any delivery amount that must legally be refunded.

26. Evidence of purchase

A return, refund or replacement request must be connected to a valid PRIME RESEARCH SUPPLY order.

We may request:

• An order number
• The purchaser’s name
• The email address used when ordering
• The delivery address
• Payment confirmation
• Product or packaging photographs

This information may be required to protect customer information and prevent fraudulent claims.

27. Business and trade account returns

Unless otherwise agreed in writing, business and trade account orders may not be cancelled or returned simply because the purchaser changes their mind.

Returns from business purchasers require prior written approval.

Where a business return is accepted at our discretion, it may be subject to:

• Inspection
• Return shipping costs
• Restocking or handling costs where reasonable and agreed
• A deduction for loss in value
• The goods remaining unopened, sealed and suitable for resale

Nothing in this section removes any contractual or legal remedies available where goods are faulty, damaged, incorrect or materially misdescribed.

28. Misuse and inappropriate applications

Products supplied by PRIME RESEARCH SUPPLY are intended exclusively for legitimate laboratory research and analytical work.

We are not responsible for loss, damage or deterioration caused after delivery by:

• Improper storage
• Improper handling
• Contamination
• Unauthorised opening or transfer
• Use outside a controlled research environment
• Failure to follow available product-specific information
• Human or veterinary use
• Use for diagnosis or treatment
• Any unlawful or inappropriate application

This section does not exclude liability where exclusion would be unlawful.

29. Fraudulent or abusive claims

We reserve the right to investigate return, refund, replacement and non-delivery claims.

We may refuse claims that are fraudulent, misleading, abusive or unsupported by the available order and delivery evidence.

This does not affect legitimate statutory rights.

30. Statutory rights

Nothing in this policy affects rights available under applicable UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where any part of this policy conflicts with a statutory right that cannot legally be excluded, the statutory right will apply.

31. Business information

PRIME RESEARCH SUPPLY
Company number: 17358906
20 Wenlock Road
London
England
N1 7GU
United Kingdom

Email: Sales@primeresearchsupply.co.uk