Returns and Refund Policy

This policy applies to purchases from Sartura Research. Details of the legal seller are provided in section 1 of our Terms and Conditions.

Contact admin@sarturaresearch.com about cancellation, damaged goods or another order problem.

Our return and correspondence address is 15 Admirals Yard, Keel Drive, Slough, SL1 2YA.

Cancelling a consumer order

If you are a consumer buying online, you generally have a
right to cancel without giving a reason. Tell us before the end of 14 days
after the day you, or a person nominated by you other than the carrier, receive
the goods. Where items from a single order arrive separately, this period
normally runs from receipt of the last item.

You may cancel by emailing us, writing to us or sending the
cancellation form below. Any clear statement of your decision is sufficient.
You do not need our prior approval to exercise a statutory cancellation right.
You can also tell us you wish to cancel before the goods are dispatched.

Include your name and enough information to identify the
order. We will explain the practical return arrangements, but this does not
extend or replace the statutory cancellation process.

Returning goods after cancellation

Send the goods back without undue delay and no later than 14
days after the day you tell us you are cancelling. Keep evidence of return.
Contact us if you need suitable instructions for safe and lawful carriage; do
not send leaking or damaged chemical containers through an unsuitable service.

For a change-of-mind cancellation, you are responsible for
the direct return cost where that responsibility has been disclosed before
purchase. We will cover reasonable return costs where required because goods
are faulty, incorrect or misdescribed.

Handle goods only as necessary to establish their nature,
characteristics and functioning. We may make a lawful deduction for diminished
value resulting from handling beyond this. Keep the product, batch
identification and protective packaging where possible. A missing outer box
alone does not automatically cancel a statutory right.

Cancellation exceptions

We do not exclude cancellation rights merely because an item
is described as a research material. A legal exception may apply to a
particular product only where its actual circumstances meet the relevant legal
conditions. Any applicable exception will be explained before purchase.

We do not apply an automatic no-returns rule to every opened
vial. An applicable exception or a deduction for diminished value must be
assessed lawfully. Rights relating to faulty, incorrect or misdescribed goods
remain separate and are not removed by a change-of-mind exception.

Refunds for cancellation

For a valid cancellation, we refund the amount due,
including the cost of our least expensive standard outbound delivery option
where the whole order is cancelled. If you chose a more expensive delivery
option, we need not refund the extra cost above standard delivery. Any lawful
deduction for diminished value will be explained.

We make the refund without undue delay and normally no later
than 14 days after we receive the returned goods or you provide evidence of
having sent them back, whichever is earlier. Where no goods were supplied, we
refund within 14 days after being informed of your cancellation. If we have
agreed to collect the goods, the applicable statutory refund timing will be
respected.

Refunds are made using the original payment method unless
you expressly agree otherwise, without a refund fee. Your payment provider may
take additional time to display a completed refund.

Faulty incorrect or misdescribed goods

Contact us as soon as reasonably possible with the order
reference and a description of the issue. Retain the batch information and
packaging if available. Photographs may help, but are not an absolute condition
of your rights.

Consumers have statutory remedies for goods that are faulty,
misdescribed or otherwise fail to meet applicable requirements. These include a
short-term right to reject, normally within 30 days, and further rights to
repair, replacement, price reduction or a final rejection where the legal
conditions apply. The exact remedy depends on the circumstances; a later
complaint is not automatically excluded because 30 days have passed.

We will arrange the remedy due and bear reasonable return
costs where required by law. We will not require you to deal directly with the
manufacturer or carrier instead of us. Genuine misuse or damage caused after
delivery may affect the remedy, but a research declaration does not remove
rights concerning a defect for which we are responsible.

Business orders

Statutory consumer change-of-mind rights do not usually
apply to purchases made in the course of a business. Contact us promptly about cancellation or return requests so we can review the contract and
circumstances. Rights relating to breach of contract or defective goods are
governed by applicable law and any valid agreement.

Ticking a research-use box does not by itself determine whether you are legally a consumer or business customer. We assess the actual circumstances.