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Refund & Returns Policy

All sales are final. Refunds apply only to damaged-on-arrival or faulty goods.

ALL SALES ARE FINAL.

Due to the sealed sterile nature of the research reference materials we supply, returns are not accepted once an Order has been dispatched, except where Goods arrive damaged, faulty, or materially not as described. Please read this Policy carefully before placing an Order.

This Refund & Returns Policy explains the specific and limited circumstances in which PerformanceLabsUK Ltd will issue a refund or accept a return. All other purchases are final once dispatched, in line with our sealed-goods exemption under Consumer Contracts Regulations 2013 regulation 28(3)(a).

1. General Rule All Sales Final Once Dispatched

1.1 All Orders placed with PerformanceLabsUK Ltd are final once the Confirmation of Dispatch email has been sent. We do not accept returns or issue refunds for:

change of mind or buyer's remorse;

orders placed in error (including wrong product selected, wrong quantity, or wrong weight variant);

orders placed without reading these Terms, the Research Use Only Disclaimer, or any product description;

goods that you have received but decided you no longer want;

goods that have been opened, unsealed, tampered with, or had their tamper-evident seal broken in any way;

vials or packaging that has left the original outer packaging after delivery;

orders where the research-use declaration was made but has subsequently changed.

1.2 This position reflects the nature of our products. The Goods we supply are sealed sterile research reference materials. Once they have left our dispatch facility, we cannot verify their storage conditions, handling, or chain-of-custody. For health-protection and hygiene reasons, such Goods cannot be re-sold, re-stocked, or re-supplied to another customer.

Statutory basis: Consumer Contracts Regulations 2013 regulation 28(3)(a) "sealed goods which are not suitable for return due to health protection or hygiene reasons, if they become unsealed after delivery" which exempts our Goods from the distance-sales 14-day cancellation right. This exemption is well-established and is applied across sectors including cosmetics, personal-care products, sterile medical supplies, food, and research reagents.

2. Exceptions When We Will Issue a Refund

There are three limited exceptions to the general rule in clause 1:

Exception A Pre-dispatch cancellation. If you contact us at support@performancelabsuk.com before the Confirmation of Dispatch email is sent, we will cancel your Order and issue a full refund. Once dispatch has been confirmed, this exception no longer applies.

Exception B Damaged on arrival. If your Order arrives with visible damage to the vial, packaging, tamper-evident seal, or contents, we will offer a replacement or a full refund see clause 3 below for the claim process.

Exception C Faulty or not-as-described Goods. If the Goods you receive are materially not as described on the Website or are defective in a way that could not have been known at dispatch, we will offer a replacement or a full refund under the Consumer Rights Act 2015 see clause 4 below.

No other exceptions apply. No other circumstances will result in a refund or replacement.

3. Damaged-on-Arrival Claims (Exception B)

3.1 Damaged-on-arrival claims must be made within 48 hours of delivery. Claims made after this window cannot be investigated and will not be honoured.

3.2 A claim must be submitted via email to support@performancelabsuk.com and must include ALL of the following:

your Order number;

the affected product(s);

the batch number visible on the vial label;

clear photographs of: (i) the outer packaging as it arrived (including any courier labels); (ii) the inner packaging; (iii) the damaged vial / seal / contents; (iv) any visible courier-damage indicators (dented box, punctured packaging, etc.);

a short written description of how the damage was discovered.

3.3 Incomplete claims (missing photographs, missing batch numbers, or claims submitted after the 48-hour window) will not be processed. We reserve this position in line with standard courier dispute timelines, which require notification within short windows to be actionable.

3.4 Where a valid claim is received, we will investigate and, at our sole option, offer either:

(a) a replacement of the damaged item at no further cost; or

(b) a full refund of the price paid for the damaged item, including its share of outbound shipping.

3.5 We may request return of the damaged item for internal investigation before issuing a replacement or refund. Where return is requested, we will provide a pre-paid return label.

3.6 The following are NOT damaged-on-arrival claims and are not eligible under this clause:

damage caused after opening the outer packaging (the product left our facility sealed);

damage caused by the Purchaser's handling, storage, or reconstitution;

damage caused by onward transit after initial delivery (e.g. if the Purchaser re-ships the goods);

reduced volume or colour variation that falls within the Certificate of Analysis tolerance for that batch;

claims submitted more than 48 hours after delivery.

10. Questions About This Policy

If you have any questions about whether your specific situation falls within Exception A, B, or C, contact support@performancelabsuk.com before placing an Order or raising a dispute. You may also seek free, independent advice from Citizens Advice (citizensadvice.org.uk / 0808 223 1133) or your local Trading Standards office.