Refund policy
Returns Policy
If you need to return an item, please review our return policy below:
Eligibility for Returns:
Returns are accepted only if the product is unused, in its original condition, and has the original shrink seal/cap/lid intact and unbroken.
Exchanges
Yes, we accept exchanges. Please use our RETURN PORTAL to request an exchange.
Timeframe:
Returns must be initiated within 30 days from the date of purchase.
Process:
If your order meets the criteria for a return, you can initiate a return via our RETURN PORTAL. You can generate a return label through our returns portal, which must be prepaid. Once payment has been completed, you will receive an email containing a QR code to use when returning your parcel via Royal Mail. Otherwise, your return postage label fee will be deducted from your refund total. You will receive notifications at each stage of the returns process, allowing you to track the progress of your return.
Return Shipping:
Customers are responsible for return shipping costs unless the item is defective or incorrect. If you have received a defective or incorrect item, please contact customerservice@thoroughbredlabs.co.uk with the details of your order.
Refunds:
Once the returned item/s are received and inspected, if they meet the return criteria, we will issue a refund to the original payment method within 3-5 business days. Original shipping costs are non-refundable on all orders.
In the event of a partial return, if the total value of the retained items falls below the £50 threshold for free shipping, the original postage fee will be deducted from the refund amount.
Non-Returnable Items:
• Products without the original shrink seal or cap/lid for vial products.
• Items returned after 30 days from purchase.
• Used, damaged, or altered products.
For any questions, please reach out to us at customerservice@thoroughbredlabs.co.uk.
ORDER CANCELLATION NOTICE
If you wish to cancel your order, please contact us as soon as possible after placing your order. We will make every reasonable effort to accommodate cancellation requests before your order has been processed or dispatched.
Please note that once an order has been packed and the postage label has been purchased, we may be unable to cancel the order before dispatch. Where we are able to accommodate a cancellation at this stage, any refund may be subject to the postage costs already incurred in processing the order.
If your order has already been dispatched, it cannot be cancelled as a pre-dispatch cancellation. In this instance, you may need to follow our returns procedure, where applicable.
This cancellation notice does not affect any statutory rights you may have under applicable UK consumer protection legislation.
