Returns & Refunds
Last updated: June 2026
Our products are sensitive research materials, so returns work a little differently from a typical online shop. If something arrives wrong or faulty, we will always put it right.
1. Our approach
Because research compounds must be stored and handled under controlled conditions, we cannot resell an item once it has left our care. For that reason, returns are accepted only in the circumstances set out below. None of this affects your statutory rights under UK consumer law.
2. Sealed and unopened items
For health, safety and product-integrity reasons, we are unable to accept the return of any product once its seal has been broken or where there is any sign that it has been opened, used or tampered with, unless the item was faulty or sent in error.
3. Damaged, defective or incorrect orders
If your order arrives damaged in transit, defective, or different from what you ordered, please contact us within 48 hours of delivery. Send your order number along with clear photographs of the item, its labelling and the outer packaging, and we will arrange a replacement or a refund.
4. How to start a return
Email hello@biocoding.co.uk with your order number and a short description of the problem (and photos where relevant). Please do not send anything back before contacting us — we will confirm whether a return is needed and provide instructions. Items returned without prior agreement may not be accepted.
5. Refunds
Once an approved return has been received and inspected, or your claim has been verified, we will process your refund to the original payment method. Refunds are typically issued within 5 to 10 working days, though the time it takes to appear on your statement depends on your bank or card provider. Where a replacement is preferred, we will dispatch it at no extra cost.
6. Items we cannot refund
Except where faulty or incorrectly supplied, we cannot offer refunds on opened or unsealed products, or on items returned outside the timeframes above. Original shipping charges are non-refundable unless the return is the result of our error.
7. Your statutory rights
Nothing in this policy limits your legal rights as a consumer under UK law, including your rights in respect of faulty or misdescribed goods. If you would like more information about your statutory rights, contact your local Citizens Advice service.
8. Need help?
We are happy to help with any order issue — just email hello@biocoding.co.uk and our team will respond promptly.
All products are supplied strictly for laboratory research use only and are not for human or animal consumption. You must be 18 or over and a qualified researcher to order.