Returns Policy

1. Eligibility for Returns

We may accept a return or offer a replacement in the following circumstances:

• The product was damaged in transit and you notify us within 48 hours of delivery with photographic evidence
• We dispatched an incorrect product (wrong compound, size, or batch)
• The product fails to meet the purity specifications stated on the Certificate of Analysis
• Your order is cancelled before dispatch (see Section 3)

We are unable to accept returns of products that have been:

• Opened, reconstituted, or otherwise used
• Stored outside the recommended conditions
• Returned without prior written authorisation from Futura Biolabs
• Returned more than 14 days after delivery

2. How to Request a Return

To initiate a return or dispute, please contact us via our contact page with the following information:

• Your order number
• The reason for the return
• Photographic evidence of any damage or discrepancy
• The batch number from the product label

We will respond within 3 business days with a decision and, if applicable, a Return Merchandise Authorisation (RMA) number. Returns shipped without an RMA will not be accepted.

3. Order Cancellation

Orders may be cancelled at no charge if the request is received before the order is dispatched. Once an order has been shipped, it cannot be cancelled and the standard returns process applies.

As we operate on a bank transfer payment model, refunds for cancelled orders will be issued via BACS transfer within 5 business days of cancellation confirmation.

4. Refunds

Where a return is accepted, we will process a refund to your original payment method (bank account) within 5–10 business days of receiving the returned product and confirming it meets our acceptance criteria.

Outbound shipping costs are non-refundable unless the return is due to our error. Return shipping costs are your responsibility unless we have agreed otherwise in writing.

5. Regulatory Notice

All returned products must be handled in accordance with applicable laboratory safety regulations. Research compounds must be returned in their original container with appropriate hazard labelling. We reserve the right to dispose of returned materials that do not comply with safe handling requirements.

6. Contact

For returns enquiries, please use our contact page. We aim to resolve all disputes fairly and promptly.