Refund & Return Policy
At Vortex Scientific LTD, we are committed to supplying high-quality scientific, laboratory, and research-related products to professional customers, institutions, and organizations.
Due to the specialist and sensitive nature of many products supplied through our website, this Refund & Return Policy outlines the conditions under which returns, refunds, replacements, or cancellations may be accepted.
1. Eligibility for Returns
Returns may only be accepted where:
- The item received is incorrect
- The product arrives damaged during transit
- The product is defective upon delivery
- The wrong quantity has been supplied
All return requests must be submitted within 7 days of delivery.
To request a return, customers must contact our support team with:
- Order number
- Product details
- Reason for return
- Supporting photographs where applicable
2. Non-Returnable Items
For safety, compliance, quality assurance, and contamination-control reasons, the following items are generally non-returnable and non-refundable unless faulty or supplied incorrectly:
- Opened or used laboratory products
- Temperature-sensitive products
- Sterile or sealed consumables once opened
- Chemicals, reagents, or controlled materials
- Custom, made-to-order, or special-order items
- Calibration-sensitive equipment
- Products designated for research or professional laboratory use
- Hazardous or regulated goods
This policy helps ensure product integrity, safety, and compliance with industry standards.
3. Damaged or Faulty Products
If your order arrives damaged or faulty, please notify us within 48 hours of delivery.
Where appropriate, we may:
- Arrange a replacement
- Issue a partial refund
- Provide a full refund
- Request return inspection before resolution
We reserve the right to request evidence of damage or fault prior to processing claims.
4. Return Authorization
No products may be returned without prior written authorization from our team.
Approved returns must:
- Be securely packaged
- Include original packaging where possible
- Be unused and in resalable condition unless faulty
Unauthorized returns may be refused.
5. Refund Processing
Approved refunds will be processed to the original payment method.
Please allow:
- 5–10 business days for inspection and approval
- Additional processing time depending on your payment provider or bank
Shipping charges are generally non-refundable unless the return is due to our error.
6. Order Cancellations
Orders may only be cancelled before dispatch.
Once an order has entered processing, procurement, packaging, or shipping stages, cancellation requests may not be possible.
Special-order or custom-procured products cannot be cancelled once confirmed.
7. Professional Use Disclaimer
Products supplied by Vortex Scientific LTD are intended primarily for professional, laboratory, research, industrial, educational, or institutional use.
Customers are responsible for ensuring products are suitable, permitted, and properly handled within their intended jurisdiction and application.
8. Contact Us
For all return and refund enquiries, please contact:
Vortex Scientific LTD
Email: paul@vortexscientific.co.uk
Website: vortexscientific.co.uk