VAT registration number: GB 530 5165 21
Effective date: 16 October 2026
For returns, email return@nurolabsresearch.com. Returns are accepted under the conditions below.
Can I return an unwanted item?
How do I return something, and who pays postage?
- Email return@nurolabsresearch.com to tell us which items you want to return. Include your order number if available so we can find your purchase.
- Our AI assistant or a representative will reply with the return address, packing instructions and applicable costs, or request further information. You can ask for a representative at any time.
- Send UK voluntary returns through Royal Mail using a suitable service, and keep proof of posting. Contact us for routing outside the UK or if Royal Mail cannot carry the item. For the 14-day cancellation option, you may use another suitable carrier.
Voluntary returns: photos, approval and postage
For our additional voluntary return offer, contact us within seven calendar days after delivery. Include the reason for the return and clear photos showing the item, its original container or packaging, and any seals. We review the photos and confirm acceptance in writing before you post anything. You then have seven calendar days from our written approval to send the return. Acceptance is subject to the returned items matching the condition shown and meeting the product conditions below.
You pay the return postage. We also deduct the actual original outward postage cost disclosed before purchase, including where delivery was free, as shown in the postage table below. Any original delivery payment retained counts towards that cost so it is not charged twice. We confirm the calculation with our approval.
This approval process applies only to the additional voluntary offer. For the 14-day cancellation option, follow the standard notice and return deadlines above; your cancellation notice does not depend on approval, photos or a reason. Faulty, damaged or incorrect items follow the separate process below.
We provide the parcel-return address when you contact us; our registered office is normally for correspondence. For the 14-day cancellation option, your notice takes effect when sent, without waiting for our reply. If we have not provided a return address, you can use an address we have given you for contacting us or our place of business. Any delay by us in providing the return address will not reduce your return period.
| Return type | Postage and deductions |
|---|---|
| Voluntary return offer | You pay return postage. We deduct our actual original postage cost from the goods refund, including where delivery was free. This is normally £4.99–£7.99 for UK orders. Any original delivery payment we retain counts towards that cost, so it is not charged twice. The deduction applies only where disclosed before purchase; we confirm the calculation before you post your return. For international orders, any deduction is limited to the actual original postage cost disclosed before purchase. |
| 14-day cancellation option | You pay return postage where told before purchase. We do not deduct our original postage cost. Standard outward delivery charges are refunded where required, as explained below. |
| Faulty, damaged or incorrect goods | We cover reasonable necessary return costs. No original-postage deduction applies to the refund due for the affected goods. |
Example — voluntary return only: £50 of goods sent with free delivery, less £4.99 actual original postage, gives a £45.01 refund. You pay the Royal Mail return postage separately.
What if my item is broken, wet, faulty or incorrect?
Broken glass or leaking contents: do not touch, remove or use the item. If safe, photograph it in its packaging without disturbing the contents. Keep other people and animals away. Contact us for safe handling, collection or disposal instructions; do not post the damaged item back without instructions.
- Email us promptly with your order number, delivery date and a description of the problem.
- Where safe, include photos of the item inside the package, outer packaging, delivery label and internal protection.
- If left outside, tell us where and when you found it and how long it may have been exposed, if known.
We assess the problem and arrange the refund, repair or replacement you are entitled to. Where you are entitled to reject the goods for a refund, you can choose this instead of a replacement. If photos or packaging are unavailable, explain why so we can consider other evidence. We cover reasonable necessary return costs. UK consumers generally have 30 days to reject faulty goods, with rights continuing afterwards; goods reasonably expected to perish sooner may have a shorter rejection period. Carrier compensation is handled separately.
What if my parcel is missing or appears stolen?
- Check the tracking, delivery photo, household members and any agreed safe place or recipient. Tell us about any delivery instructions you gave.
- If tracking says ‘delivered’, allow up to 48 hours for a possible scan or delivery error, then email us if the parcel is still missing. Contact us sooner if you suspect theft, delivery to the wrong address or another urgent problem. You do not need to wait 48 hours to report a concern.
- For suspected theft of an order over £40, we may ask whether you can report it to the police and share any available crime or incident reference. A police report or reference is not required for a refund or replacement you are entitled to. If no reference is available, we assess other evidence.
- We pass the relevant details to Royal Mail, or the carrier used, to investigate and keep you informed of updates.
If the evidence establishes failed delivery, we arrange a refund or replacement as appropriate. A refund covers the affected goods and delivery charges due under your rights. A delivery scan alone does not settle a dispute. A police reference or the carrier accepting fault is not required for a refund or replacement you are entitled to.
Carrier investigation and compensation times vary by service and destination. We will check the terms for the service used and keep you informed. These carrier processes do not set your return or refund deadlines or delay a refund or replacement you are entitled to.
International delivery estimates and delayed parcels
Where the named service is offered, the following Royal Mail delivery aims apply after posting:
- Royal Mail International Tracked — Europe: 3–5 working days; rest of the world: 5–7 working days.
- Royal Mail International Standard — Europe: 3–5 working days; rest of the world: 6–7 working days.
These are delivery aims after posting, separate from our dispatch processing time, and are not guaranteed arrival dates. Customs clearance, public holidays and disruption in the destination country can extend delivery. Any delivery deadline agreed for your order and the protections described in this policy remain unaffected. See our Shipping Policy and Royal Mail’s international service updates for further details.
If your international parcel has not arrived by the delivery estimate quoted for your order, email info@nurolabsresearch.com with your order number and available tracking details. You may contact us sooner with a concern. Carrier investigations do not delay a refund or replacement you are entitled to.
Outbound delivery estimates do not change the cancellation-notice, return-posting or refund deadlines in this policy. This policy does not reduce any consumer protection that applies to your purchase, including in your country.
How much is refunded, and when?
Under our voluntary return offer, items accepted and returned in the condition required below receive the item-price refund less the disclosed actual original-postage deduction above. Under the 14-day cancellation option, we refund the item price, subject only to a permitted deduction for actual loss in value from handling beyond necessary inspection. Opening ordinary packaging does not by itself remove this option. If you cancel the whole order, any standard outward delivery charge is also refunded; the extra cost of a premium service is not. Free standard delivery has no charge to refund. Partial-order delivery refunds depend on the applicable rules.
For the 14-day cancellation option, refunds are made within 14 days of receiving the goods or, if earlier, proof of return. If we offered collection or no goods were delivered, the deadline runs from your cancellation notice. Refunds for rejected faulty goods are made within 14 days of agreeing entitlement; voluntary return refunds within 14 days of receipt. Refunds are made without undue delay to the original payment method unless you agree otherwise.
Product conditions
| Products | Return conditions |
|---|---|
| Peptides and research vials | For voluntary returns, peptides and research vials must be unopened, unused and correctly stored in their original containers, with original caps, seals and labels intact and contents untouched. No reconstitution, mixing, contamination, tampering or substitution. Follow product storage and return-transport instructions. Eligible cancellations still have the 14-day notice and further 14-day return period. |
| Other raw materials, powders, tablets and capsules | Raw materials, powders, tablets and capsules are included in our voluntary return offer when unopened, unused and correctly stored in their original containers, with all original seals intact and contents untouched. No repackaging, mixing, contamination or tampering. The standard 14-day notice and further 14-day return period still apply to eligible purchases. For that option, reasonable inspection is allowed and any permitted deduction must reflect actual loss in value from handling beyond necessary inspection. Product-specific exceptions are explained before purchase. |
| Cases, holders, pens, machinery, flasks and glassware | For voluntary returns, outer packaging may be opened, but the item must be unused, complete and undamaged, with no tampering, modification, disassembly or breakage. Include the supplied components and original packaging. Under the 14-day cancellation option, reasonable inspection is allowed and opening ordinary packaging alone does not remove the option. Include components and packaging where reasonably possible; any permitted deduction for excess handling or missing parts reflects actual loss in value. |
| Needles, mixing needles, syringes and other sealed accessories | For voluntary returns, items must be unused, complete and unbroken, with individual protective packaging and hygiene seals intact. The outer delivery box or multipack may be opened without breaking those individual seals. Under the 14-day cancellation option, a broken individual hygiene seal excludes cancellation only for affected goods unsuitable for return for genuine health-protection or hygiene reasons; it does not automatically exclude every unopened unit in the pack. |
Used, mixed, contaminated or tampered goods are excluded from our voluntary return offer. For the 14-day cancellation option, any permitted deduction must reflect the actual loss in value caused by handling beyond what is needed to check the goods’ nature, characteristics and working condition. We explain the evidence and calculation; a deduction cannot exceed that loss or the price paid for the affected goods. We only make this deduction where we supplied the required cancellation information before purchase. There is no fixed restocking percentage, inspection fee, administration fee or reimbursement fee for this cancellation option. Opening the delivery box or ordinary packaging alone does not remove it. Breaking a seal only removes this option for goods that are unsuitable for return for genuine health-protection or hygiene reasons. These conditions do not remove your options for goods supplied faulty, damaged or misdescribed. Storage damage after delivery is assessed separately.
Other conditions
We may reject a substantiated fraudulent claim or restrict future orders after review. A high return rate alone is not proof of fraud; you can request human review. Business purchases follow agreed terms, including the voluntary return offer above where available. This policy does not reduce any consumer protection that applies to your purchase.
