Returns, replacements and issues.

In short

• Not dispatched yet? Email us and we cancel and refund in full.
• Damaged, wrong or not as described? Tell us within 48 hours with photographs and we replace or refund.
• Changed your mind after dispatch? Research materials cannot be accepted back, for the reasons below.
• Unopened accessories and merchandise can come back within 14 days.

Cancelling before dispatch

Email us as soon as you can with your order number. If the parcel has not left us, we cancel it and refund the full amount to your original payment method. We are a same-day dispatch operation, so the window on a weekday morning can be short.

Why research materials cannot come back after dispatch

Our vials are sealed and held in controlled cold-chain conditions until they are picked. Once a parcel leaves us we can no longer evidence how it has been stored, so we cannot guarantee its integrity to the next customer, and we will not resell it.

This is also why the statutory cancellation right does not apply to these items once the seal is broken: sealed goods that are not suitable for return for health-protection reasons are excluded under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

If you are buying as a business rather than a consumer, that statutory right does not apply to your purchase in the first place.

Accessories and merchandise

Non-consumable items — accessories, equipment and merchandise — can be returned within 14 days of delivery if they are unused and in their original sealed packaging. Email us first for a return address. Return postage is yours unless the item was faulty or wrongly supplied.

Something wrong with your order?

Tell us within 48 hours of delivery. That window is not there to catch you out; it is what the carriers give us to raise a claim, and it keeps the evidence fresh.

What we need to see

• Your order number.
• A photograph of the outer packaging, including the label, before you throw it away.
• A photograph of the inner packaging and any cold-chain materials as you found them.
• A photograph of the item itself showing the problem, with the batch number legible.

Please keep everything until the claim is closed. We may need to send it to the carrier.

Our remedy

Where a claim is accepted we will replace the affected items free of charge on the next working-day service, or refund them in full if you would rather. Replacements are our usual first offer because they get you working again fastest, but the choice is yours where the law gives you one.

Lost, delayed or marked as delivered

Tracked UK parcels are usually treated as lost by the carrier after ten working days. Once that window passes we replace or refund without further argument.

If tracking says delivered and you have not got it, tell us within 48 hours. We will request proof of delivery and location data from the carrier and ask you to check with neighbours and any safe place on your account. Where the carrier confirms delivery to your address and nothing contradicts it, we may not be able to replace the order.

Parcels returned to us

If a parcel comes back because the address was wrong or incomplete, or because it was not collected from a depot, we will contact you. We can resend it free of charge, or refund the goods less the cost of the return carriage. Cold-chain items that have been in transit too long are destroyed rather than resent.

Claims we cannot accept

We will decline a claim reported outside the windows above, one where the evidence requested is not provided, one where the delivery address was given incorrectly, one where the parcel was redirected after dispatch, or one where we have reasonable grounds to believe it is not genuine. We may also decline where a product has been used in a way these terms prohibit.

When a refund is due

Refunds go back to the original payment method within 14 days of us accepting the claim or receiving a returned item, whichever applies. Your bank may take a few days more to show it.

Model cancellation form

You do not have to use this wording, but if you would like to, email it to us:

To Tailored Nutrition Ltd t/a Aminolabs, 66 Paul Street, London, England, EC2A 4NA:

I hereby give notice that I cancel my contract of sale for the following goods: [goods]. Ordered on [date]. Order number: [number]. Name: [name]. Address: [address]. Date: [date].

Your statutory rights

Nothing on this page affects your legal rights. If you buy as a consumer, the Consumer Rights Act 2015 entitles you to goods that are of satisfactory quality, fit for purpose and as described, and to a remedy where they are not. If you buy as a business, equivalent rights apply under the Sale of Goods Act 1979.