SHIPPING AND DELIVERY POLICY

PRIME RESEARCH SUPPLY
Last updated: 19 July 2026

This policy explains how orders placed with PRIME RESEARCH SUPPLY are processed, dispatched and delivered.

PRIME RESEARCH SUPPLY is a UK-focused online supplier of materials intended exclusively for legitimate laboratory research and analytical work.

This policy should be read together with our Terms of Service and Returns, Cancellations and Refunds Policy.

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

1. Business information

PRIME RESEARCH SUPPLY
Company number: 17358906

20 Wenlock Road
London
England
N1 7GU
United Kingdom

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

The registered address is not a public retail location, customer collection point or authorised returns address unless we expressly confirm otherwise in writing.

2. Delivery territory

Orders are accepted only for delivery to UK addresses supported by the delivery options available at checkout.

The availability of delivery to a particular postcode, building, institution or location will be confirmed during checkout.

We may be unable to deliver to certain:

• Restricted-access sites
• Remote locations
• Institutional addresses
• Temporary addresses
• Mail-forwarding services
• Locations not supported by the available delivery provider

Submitting an order does not guarantee that delivery to the supplied address will be possible.

3. Delivery options

Available delivery services are displayed during checkout before the order is submitted.

The delivery services shown may depend on:

• The delivery postcode
• The products ordered
• The size or weight of the parcel
• The total order value
• Delivery-provider availability
• Operational or security requirements

Not every delivery service will be available for every order.

4. Delivery charges

Applicable delivery charges are displayed during checkout before payment is submitted.

Delivery charges may be calculated using:

• The delivery destination
• The parcel size or weight
• The selected delivery service
• The products included in the order
• Any applicable delivery promotion

The final delivery charge will be shown as part of the total amount payable.

We will not add an undisclosed mandatory delivery fee after an order has been submitted.

5. Processing and dispatch estimates

Any processing or dispatch estimate shown on the website, product listing, checkout page or order confirmation is an estimate rather than a guaranteed dispatch appointment unless we expressly state otherwise.

Order processing may include:

• Payment confirmation
• Fraud-prevention checks
• Address verification
• Product availability checks
• Order accuracy checks
• Packaging
• Internal compliance review

An order may not enter dispatch preparation until all required checks have been completed.

6. Delivery estimates

The estimated delivery period available for an order will be shown during checkout, in the order confirmation or in subsequent dispatch information.

Delivery estimates normally begin after dispatch rather than when the order is placed.

Delivery estimates are not guaranteed delivery appointments unless we expressly confirm a guaranteed service in writing.

Where no different delivery period has been agreed, eligible consumer orders will be delivered without undue delay and normally no later than 30 days after the contract is formed.

7. Working days

Unless stated otherwise, working days are Monday to Friday and exclude UK public and bank holidays.

Orders placed outside normal working periods may not begin processing until the next working day.

Delivery-provider operations may differ during:

• Weekends
• Bank holidays
• Public holidays
• Seasonal peak periods
• Severe weather
• Transport disruption

8. Order acknowledgement

An automated order acknowledgement confirms that the order has been received.

It does not necessarily confirm that:

• The order has been accepted
• Payment has fully cleared
• The products have been allocated
• The order has been dispatched
• Delivery to the supplied address has been approved

Order acceptance is governed by our Terms of Service.

9. Payment and security checks

Orders may be delayed while payment, identity, address or security checks are completed.

We may contact the customer for additional information where reasonably necessary.

Failure to provide information reasonably requested may result in:

• Processing delay
• Dispatch delay
• Order suspension
• Order cancellation
• Refund to the original payment method

Security checks are intended to protect customers, payment account holders and PRIME RESEARCH SUPPLY.

10. Address accuracy

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

This includes:

• Recipient name
• Building name or number
• Street
• Town or city
• Postcode
• Relevant department or room
• Access instructions where required

PRIME RESEARCH SUPPLY is not responsible for avoidable delay or additional cost caused by inaccurate or incomplete information supplied by the customer, except where responsibility cannot lawfully be excluded.

11. Address changes

Contact us immediately if a delivery address needs to be corrected.

Include:

• The order number
• The original delivery address
• The requested delivery address
• The email address used when ordering

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

For security reasons, we may be unable to redirect an order to an address that does not match the verified order information.

12. Dispatch confirmation

Where tracking information is available, it will normally be provided after the order has been dispatched.

A dispatch confirmation may include:

• The delivery provider
• A tracking number
• A tracking link
• The products included in that dispatch
• The delivery address
• An estimated delivery period

Tracking information may not become active immediately after the dispatch confirmation is issued.

13. Tracking information

Tracking events are supplied by the relevant delivery provider.

A delayed or missing tracking scan does not necessarily mean that the parcel has not moved through the delivery network.

Tracking information may be affected by:

• Delayed carrier scanning
• Depot processing
• Network outages
• Incorrect carrier data
• Delivery-provider system updates
• Parcels moving between delivery facilities

Contact us if tracking does not update for an unreasonable period or indicates a delivery problem.

14. Split deliveries

An order may be sent in more than one parcel where reasonably necessary.

This may occur because:

• Products are packaged separately
• Different products become available at different times
• Parcel size or weight requires separate shipments
• Operational or delivery requirements make separate dispatch appropriate

Where we split an order for our own operational reasons, no additional delivery charge will be applied unless this was agreed before the order was submitted.

Separate parcels may arrive on different days.

15. Delivery to business and institutional addresses

Where an order is addressed to a business, laboratory, university, research organisation, office or other institution, delivery may be completed to:

• Reception
• A mailroom
• A goods-in department
• Security staff
• An authorised employee
• Another person reasonably appearing authorised to accept deliveries

The customer is responsible for ensuring that the internal recipient, department or delivery instructions are clearly stated.

Once delivery has been completed to an authorised receiving point, internal movement of the parcel is the responsibility of the receiving organisation.

16. Multi-occupancy buildings

For flats, offices, shared buildings and multi-occupancy premises, delivery may be completed to:

• The named recipient
• Building reception
• A concierge
• An authorised mailroom
• A person accepting parcels for the address
• A location authorised by the customer

Customers should use an address where parcels can be received securely.

17. Safe-place and neighbour instructions

Where a customer provides authority for a parcel to be left in a safe place, with a neighbour or at another nominated location, the delivery provider may follow those instructions.

Customers should choose only a location that is:

• Secure
• Protected from weather
• Accessible to the delivery provider
• Appropriate for receiving the parcel

Where delivery is completed in accordance with the customer’s authorised instructions, we may treat the order as delivered, subject to applicable consumer law.

18. Collection points and delivery-provider options

A delivery provider may offer options such as:

• Delivery to a collection point
• Delivery to a parcel shop
• Delivery on another day
• Delivery to a neighbour
• A safe-place request
• Redirection through the carrier’s tracking system

These services are controlled by the delivery provider and may be subject to its own terms.

PRIME RESEARCH SUPPLY cannot guarantee that every redirection or alternative-delivery request will be available or completed.

19. Delivery attempts

Where nobody is available to accept delivery, the delivery provider may:

• Attempt delivery again
• Leave delivery instructions
• Offer collection from a local facility
• Redirect the parcel
• Hold the parcel temporarily
• Return the parcel to the sender

The customer is responsible for following any delivery-provider instructions within the stated period.

20. Refused deliveries

Refusing delivery does not automatically cancel an order.

Where a parcel is refused and returned to us, we will inspect and review it before determining whether:

• Redelivery is possible
• A refund is available
• Delivery or return costs apply
• The parcel remains suitable for return

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

21. Unclaimed parcels

If a parcel is not collected or accepted within the delivery provider’s holding period, it may be returned to us.

Once received, we will review the parcel and contact the customer where appropriate.

Redelivery may require payment of an additional delivery charge.

A parcel being returned to the sender does not automatically create a right to a full refund.

Any refund will be assessed under our Returns, Cancellations and Refunds Policy and applicable law.

22. Incorrect or incomplete addresses

Where a parcel cannot be delivered because the customer provided an incorrect or incomplete address, the parcel may be:

• Delayed
• Redirected
• Held by the delivery provider
• Returned to the sender
• Lost within the delivery network

Where legally permitted, the customer may be responsible for reasonable costs arising from incorrect or incomplete delivery information.

We will not charge the customer for costs caused by an error made by PRIME RESEARCH SUPPLY.

23. Delivery delays

Delivery may be delayed by circumstances including:

• Severe weather
• Transport disruption
• Delivery-provider congestion
• Public holidays
• Industrial action
• Road closures
• Security incidents
• Incorrect address information
• Access restrictions
• Payment or identity verification
• Events outside our reasonable control

Where we become aware of a significant delay, we may provide an update using the contact information supplied with the order.

24. Time-sensitive requirements

Customers should not place an order on the assumption that delivery will occur by a particular date unless a specific guaranteed delivery date has been expressly accepted by PRIME RESEARCH SUPPLY.

Delivery estimates should not be relied upon for:

• Fixed research deadlines
• Appointments
• Scheduled laboratory work
• Contractual commitments
• Events requiring delivery by a particular date

Contact us before ordering where delivery by a particular date is essential.

25. Orders not received

If tracking shows no delivery and the expected delivery period has passed, contact us with:

• The order number
• The customer name
• The delivery postcode
• The email address used when ordering
• Any available tracking information

We may need to contact the delivery provider and investigate before providing a replacement or refund.

The customer may be asked to confirm non-receipt in writing.

26. Tracking marked as delivered

Where tracking states that a parcel has been delivered but it cannot be located, first check:

• The delivery address
• The stated safe place
• Neighbours
• Building reception
• Concierge staff
• Mailrooms
• Goods-in departments
• Other people at the delivery address
• Any photograph or location information supplied by the carrier

Contact us promptly if the parcel still cannot be located.

We may ask the delivery provider to investigate and may request a written statement confirming non-receipt.

27. Lost parcels

A parcel will not automatically be treated as lost merely because it is delayed or tracking has not recently updated.

The relevant delivery provider may require an investigation period before confirming loss.

Where a parcel is confirmed as lost before delivery, we will provide an appropriate remedy in accordance with the order circumstances and applicable law.

This may include:

• Replacement
• Refund
• Resupply of the affected items
• Another agreed resolution

28. Damaged parcels

Inspect the external packaging before opening the parcel where possible.

If the parcel appears damaged:

• Photograph the external packaging
• Photograph the delivery label
• Photograph the internal packaging
• Photograph the affected product
• Retain all packaging
• Contact us promptly
• Do not dispose of the product or packaging

Visible transit damage should preferably be reported within 48 hours so the matter can be investigated efficiently with the delivery provider.

This requested reporting period does not remove any statutory rights relating to damaged, faulty, incorrect or misdescribed goods.

29. Incorrect or missing products

Check the contents of the parcel against the order confirmation promptly after delivery.

Contact us if:

• A product is missing
• An incorrect product was supplied
• The supplied strength is incorrect
• The quantity is incorrect
• A product label does not match the order
• The parcel appears incomplete

Do not open, puncture, use, transfer or otherwise alter an incorrect product.

Provide clear photographs and the order number when contacting us.

30. Product condition after delivery

The customer is responsible for appropriate storage, handling and access control after delivery.

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

• Improper storage
• Exposure to unsuitable conditions
• Contamination
• Unauthorised opening
• Incorrect handling
• Transfer between containers
• Failure to follow available product-specific information
• Use outside an appropriate laboratory environment

This does not exclude responsibility where exclusion would be unlawful.

31. Risk for consumer orders

For consumer orders, responsibility for accidental loss or damage normally remains with PRIME RESEARCH SUPPLY until the goods come into the physical possession of the customer or a person identified by the customer to receive them.

Where the customer independently appoints a delivery provider that was not offered by PRIME RESEARCH SUPPLY, risk may pass when the goods are handed to that provider, where permitted by law.

32. Risk for business orders

For business and trade account orders, risk normally passes when the goods are delivered to:

• The stated delivery address
• An authorised person at that address
• A receiving department
• A delivery provider nominated independently by the business customer

Any different written delivery terms agreed for a particular business order will take priority over this general policy.

33. Ownership of goods

Ownership of goods does not pass to the customer until full cleared payment has been received.

Passing of ownership is separate from passing of delivery risk.

34. Customer collection

PRIME RESEARCH SUPPLY operates as an online supplier.

Customer collection is not available unless expressly arranged and confirmed by us in writing.

Customers must not attend the registered address to collect an order.

35. Redelivery

Where a parcel is returned because of a customer-related delivery problem, redelivery may be available after:

• The parcel has been received back
• The returned parcel has been inspected
• The delivery address has been confirmed
• Any applicable redelivery cost has been paid

Redelivery is not guaranteed where the parcel cannot be safely resupplied or the order has been cancelled in accordance with our terms.

36. Delivery-provider claims

PRIME RESEARCH SUPPLY may submit a delivery claim on the customer’s behalf where appropriate.

The customer may be required to provide:

• Confirmation of non-receipt
• Photographs
• A description of the delivery location
• Confirmation that neighbours and building staff have been checked
• Additional information requested by the delivery provider

Failure to provide reasonably requested information may prevent or delay the investigation.

37. Fraudulent delivery claims

We reserve the right to investigate suspected fraudulent, misleading or abusive claims.

We may consider:

• Tracking information
• Delivery photographs
• Location data
• Delivery-provider records
• Previous order history
• Address information
• Statements supplied by the customer

This does not affect legitimate statutory rights.

38. Cancellation because of delay

Contact us if an order has not arrived within the agreed delivery period.

Where applicable law gives a consumer the right to cancel because delivery has not occurred within the agreed or legally required period, that right will be respected.

Any cancellation, refund or return will be handled under our Returns, Cancellations and Refunds Policy and applicable UK law.

39. Events outside reasonable control

We are not responsible for delay caused by events outside our reasonable control where we have taken reasonable steps to minimise the effect.

These events may include:

• Severe weather
• Fire
• Flood
• Natural disaster
• Public-health restrictions
• Industrial action
• Transport-network failure
• Delivery-provider network disruption
• Government action
• Utility failure
• Telecommunications failure
• Cybersecurity incidents not caused by our failure to use reasonable care

Applicable consumer cancellation and refund rights remain unaffected.

40. Business and trade deliveries

Business and trade customers must ensure that:

• The address can receive commercial deliveries
• Appropriate staff are available
• Relevant access instructions are supplied
• Internal receiving procedures are in place
• The delivery can be accepted during the relevant operating hours

Additional delivery arrangements for a particular trade order must be agreed in writing.

41. Changes to this policy

We may update this policy to reflect:

• Changes in law
• Changes to available delivery services
• Delivery-provider requirements
• Operational changes
• Improvements in clarity

The delivery terms applying to an order will normally be those available when the order was placed, together with any delivery terms expressly agreed for that order.

42. Statutory rights

Nothing in this Shipping and Delivery Policy affects statutory rights available under applicable UK law.

Where any provision conflicts with a right that cannot legally be excluded, the statutory right will apply.

43. Contact us

For delivery and tracking enquiries, contact:

PRIME RESEARCH SUPPLY
Company number: 16919617

20 Wenlock Road
London
England
N1 7GU
United Kingdom

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

Include your order number, delivery postcode and the email address used when ordering.

UK online-selling rules also require delivery options and charges to be shown clearly before purchase. Standard outbound delivery costs are generally included when an eligible consumer cancellation is refunded, while any premium upgrade above the standard option does not normally have to be refunded.