Refund policy

IMULAB RETURNS POLICY

Last updated: 11th December 2024

At IMULAB, we strive to deliver exceptional products and services. However, we understand that there may be occasions when you need to return a product. This policy outlines the circumstances under which returns are accepted and the process you need to follow.

1. ELIGIBILITY FOR RETURNS

Returns are accepted under the following conditions:

  • The product is unused and in its original, unopened packaging.
  • The product is returned within 14 days of receipt.
  • The product has not been tampered with or damaged after delivery.
  • For health and safety reasons, any biological sample collection kits that have been opened or used cannot be returned.

Please note that perishable goods, customised products, and items with hygiene considerations are non-refundable unless faulty or incorrectly supplied.

2. RETURNING FAULTY OR INCORRECT ITEMS

If you receive a product that is faulty, damaged, or incorrect, please contact our Customer Support Team within 7 days of receiving your order at:

We will provide instructions for returning the item and arrange for a replacement or refund, depending on your preference.

3. CANCELLATION RIGHTS

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods.

  • To cancel your order, please contact us at support@imulab.co with your order details.
  • If the product has already been dispatched, you will need to return it to us in its original condition at your own expense.

4. RETURN PROCESS

To initiate a return:

  1. Contact our Customer Support Team to obtain a Return Authorisation Number (RAN).
  2. Securely package the product, including all original documentation.
  3. Clearly mark the RAN on the outside of the parcel.
  4. Return the product to:

IMULAB Returns Department
Life Sciences and Innovation Centre
Inverness Campus
Inverness, IV2 5NA

We recommend using a tracked and insured postal service, as we cannot be held responsible for items lost in transit.

5. REFUNDS

  • Refunds will be processed within 14 days of receiving the returned item.
  • Refunds will be issued to the original payment method used at the time of purchase.
  • Delivery charges are non-refundable unless the product is faulty or incorrectly supplied.

6. EXCLUSIONS

Returns will not be accepted in the following circumstances:

  • Products that have been used, opened, or tampered with.
  • Biological sample collection kits that have been opened.
  • Products returned outside the 14-day return window.
  • Digital or downloadable products once accessed or downloaded.

7. CONTACT US

If you have any questions about our Returns Policy, please get in touch:

  • Email: support@imulab.co
  • Phone: 03450 678 123
  • Address: IMULAB, Life Sciences and Innovation Centre, Inverness Campus, Inverness, IV2 5NA

We aim to resolve all return queries efficiently and fairly.