Returns and cancellation

Updated 14 September 2026. Please read the following information before placing an order.

Contact and return address

Alexander Rowan, sole trader trading as PEPVISIONLABS, 10 Ladysmill Industrial Estate, Falkirk, FK1 1RR, United Kingdom. Email: support@pepvisionlabs.co.uk.

Email your order number and request, or write to the address above. Photographs can help with an investigation but are not a condition of exercising your rights. Please contact us to arrange safe transport of laboratory materials; this does not replace or delay a cancellation notice.

Check your order before payment

Please check products, quantities and delivery details before placing your order. Tell us promptly about an address error so we can try to correct it. If your error causes additional delivery costs, we will explain and agree these with you where appropriate; it does not automatically remove your rights.

Cancellation and returns

We do not offer discretionary returns or exchanges beyond the rights described here. Where consumer cancellation rights apply, notify us within 14 days after delivery and return goods within a further 14 days. You may also cancel before dispatch. Research-use wording and order processing do not by themselves remove those rights. Any product-specific legal exception must actually apply and be explained before purchase; no blanket exception is claimed here.

For a change-of-mind return, you pay the direct return postage. Keep goods secure and follow their documented storage requirements while arranging return. We may deduct for loss in value from handling beyond what is necessary to establish the goods' nature and characteristics, where permitted. This does not restrict rights relating to faulty or misdescribed goods.

Refunds

For cancellation of the whole order, we refund the goods and the standard outbound delivery charge. Any premium delivery upgrade is not refunded beyond the standard rate. We issue the refund within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Where no goods were dispatched, we refund within 14 days of cancellation. Refunds use the original payment method unless you agree otherwise, without a refund fee.

Faulty, damaged or incorrect goods

Tell us what is wrong as soon as you can. Do not use material that appears damaged or incorrectly supplied. We will arrange an appropriate remedy and cover reasonable necessary return costs for faulty, misdescribed or incorrectly supplied goods. Change-of-mind deadlines do not limit your statutory rights, including applicable rights to reject, repair, replacement or refund.

Cancellation form

You may copy the following into an email or letter. Using this form is optional.

To: Alexander Rowan, sole trader trading as PEPVISIONLABS, 10 Ladysmill Industrial Estate, Falkirk, FK1 1RR, United Kingdom. Email: support@pepvisionlabs.co.uk.

I give notice that I cancel my contract for the following goods:
Goods and order number:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature (only if sent on paper):