Refund & Returns Policy

Effective Date: July 28, 2026

Welcome to Alluvi RETA UK. This Refund & Returns Policy explains the procedures, conditions, and limitations governing returns, refunds, exchanges, replacements, and order-related issues for products purchased through https://alluviretauk.co.uk.

We are committed to providing research professionals, laboratories, universities, institutions, and qualified researchers with high-quality research materials and exceptional customer service. We understand the importance of product integrity and maintain rigorous quality standards throughout our ordering, packaging, and fulfillment processes.

Due to the specialized nature of the products we supply, this policy differs from standard retail return policies. All products sold by Alluvi RETA UK are intended solely for laboratory and scientific research purposes and are not intended for human consumption, therapeutic use, veterinary use, or diagnostic applications.

By placing an order with Alluvi RETA UK, you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy.

1. Research Use Notice

Every product offered by Alluvi RETA UK is sold exclusively for legitimate laboratory research.

Customers acknowledge that all products:

Are for research purposes only.
Are not for human consumption.
Are not pharmaceutical products.
Are not dietary supplements.
Are not medical treatments.
Are not intended to diagnose, treat, cure, or prevent any disease.
Must only be handled by qualified professionals using appropriate laboratory procedures.

Because these products require strict handling, storage, and quality control, returns are subject to significant limitations.

2. General Return Policy

We strive to ensure every order is accurate, properly packaged, and shipped in excellent condition.

However, because our products are sensitive laboratory research materials, we generally do not accept returns of products that have left our controlled distribution environment, except under the circumstances described within this policy.

Returns may only be considered when:

The incorrect product was supplied.
The shipment arrived significantly damaged.
Products were missing from the order.
An item was received in error.
The product remained unopened and qualifies under this policy.
A verified manufacturing or fulfillment issue occurred.

All return requests are subject to review and approval.

3. Non-Returnable Products

For safety, quality assurance, contamination prevention, and product integrity, the following items are generally non-returnable:

Opened peptide vials.
Opened laboratory products.
Products with broken seals.
Refrigerated products after delivery.
Frozen products after delivery.
Temperature-sensitive products.
Custom orders.
Special-order inventory.
Clearance items.
Promotional products.
Gift cards (if offered).
Products improperly stored after delivery.
Products damaged after receipt.
Products used for research.
Partially used products.

Once laboratory materials leave our controlled storage environment, we cannot verify storage conditions or chain of custody, and therefore cannot safely restock or redistribute them.

4. Return Authorization (RMA)

No returns will be accepted without prior authorization.

Customers requesting a return must first contact our customer support team by email at:

sales@alluviretauk.co.uk

Your request should include:

Full name
Order number
Date of purchase
Product name(s)
Quantity
Description of the issue
Photographs of the products
Photographs of the shipping package (if applicable)
Photographs of any visible damage
Batch or lot numbers where available

If approved, you will receive Return Merchandise Authorization (RMA) instructions.

Packages returned without an approved RMA may be refused or returned to the sender.

5. Inspection Process

Every approved return undergoes a detailed inspection by our quality assurance team.

Inspection may include evaluation of:

Packaging condition
Seal integrity
Temperature exposure indicators (where applicable)
Product labeling
Batch information
Shipping documentation
Shipping carrier records
Customer-provided photographs
Manufacturing records

Inspection results determine eligibility for refunds, replacements, or store credit.

6. Damaged Shipments

If your shipment arrives visibly damaged, please:

Photograph the package before opening.
Photograph all contents immediately.
Retain all packaging materials.
Notify us within 48 hours of confirmed delivery.
Include your order number and supporting photographs.

Failure to report shipping damage promptly may affect our ability to investigate claims with the carrier.

If our investigation confirms that damage occurred during transit, we may, at our discretion:

Ship replacement products.
Issue store credit.
Provide a partial refund.
Provide a full refund where appropriate.

7. Incorrect Orders

If you receive an item different from what you ordered, please notify us within 7 calendar days of delivery.

Do not open or use the incorrect product.

Once verified, we will work to resolve the issue promptly. Depending on the circumstances, we may:

Ship the correct item.
Arrange return shipping for the incorrect item.
Issue a refund.
Issue store credit.
Provide another mutually agreed resolution.

8. Missing Items

If your shipment is missing one or more products, please contact us within 7 days of delivery.

Please provide:

Order number
List of missing products
Photographs of all received items
Photographs of shipping materials
Packing slip (if included)

We will investigate fulfillment records and shipping documentation before determining the appropriate resolution.

9. Manufacturing Quality Concerns

We maintain rigorous quality control standards; however, if you believe a product has a manufacturing defect, please contact us immediately.

Our Quality Assurance team may request:

Lot number
Batch number
Storage information
Photographs
Packaging details
Description of the concern
Additional supporting documentation

Each quality concern is investigated individually. Verified quality issues may qualify for replacement, refund, or another appropriate remedy at our discretion.

10. Refund Eligibility

Refund eligibility is determined after our Customer Support and Quality Assurance teams have reviewed the circumstances surrounding your request.

A refund may be approved under circumstances including, but not limited to:

Verified shipping damage.
Incorrect product supplied by Alluvi RETA UK.
Duplicate payment processing.
Fulfillment errors.
Products determined to have a verified manufacturing defect.
Orders cancelled prior to shipment.
Products that cannot be fulfilled due to inventory shortages.

Approval of one refund request does not guarantee approval of future requests.

Each case is evaluated independently based on available documentation.

11. Situations That Do Not Qualify for Refunds

Refunds generally will not be issued for:

Products that have been opened.
Products that have been used.
Improper storage after delivery.
Failure to refrigerate products where required.
Damage caused by customer handling.
Laboratory contamination occurring after delivery.
Customer ordering mistakes.
Incorrect shipping information provided by the customer.
Delays caused by customs authorities.
Delivery delays caused by weather.
Delays caused by transportation disruptions.
Force majeure events.
Orders confiscated due to local import restrictions.
Failure to understand product descriptions before purchase.
Claims submitted outside applicable reporting periods.

Because our products are intended exclusively for laboratory research, product integrity cannot be guaranteed once products have been handled outside our controlled distribution environment.

12. Refund Method

Approved refunds will generally be issued using the original payment method whenever practical.

Depending upon the payment provider, refunds may be issued by:

Original credit or debit card.
Original bank transfer.
Original electronic payment service.
Store credit (where agreed).
Replacement products.

Refund processing times vary depending on financial institutions and payment providers.

13. Refund Processing Times

Once approved, refunds are typically processed within 5–10 business days.

Depending on your payment provider, additional time may be required before funds appear in your account.

Processing times are outside the direct control of Alluvi RETA UK.

14. Order Cancellations

Customers wishing to cancel an order should contact us immediately at:

sales@alluviretauk.co.uk

Cancellation requests can only be accommodated before fulfillment and shipment.

Once an order has:

Entered fulfillment,
Been packed,
Been labeled,
Been dispatched,

it may no longer be eligible for cancellation.

Where cancellation is approved prior to shipment, a full refund will generally be issued using the original payment method.

15. Refused Deliveries

If a shipment is refused without prior authorization from Alluvi RETA UK, any refund may be reduced by costs incurred, including but not limited to:

Shipping charges.
Return shipping fees.
Customs charges.
Administrative expenses.
Carrier handling fees.
Disposal costs (where applicable).

Certain products that cannot legally or safely be returned may not qualify for any refund following refusal.

16. Lost Packages

If a shipment appears to be lost during transit, please contact us promptly.

We will initiate an investigation with the shipping carrier.

Resolution may include:

Shipment tracing.
Carrier investigation.
Replacement shipment.
Store credit.
Refund, where appropriate.

Packages confirmed as delivered by the carrier to the address supplied by the customer are generally considered fulfilled unless evidence demonstrates otherwise.

17. International Orders

Customers are responsible for ensuring that products purchased from Alluvi RETA UK comply with the import laws, customs regulations, licensing requirements, and scientific research restrictions applicable in their destination country.

We cannot issue refunds for orders delayed, refused, detained, confiscated, or destroyed by customs authorities or other government agencies due to local legal or regulatory requirements beyond our control.

18. Customer Responsibilities

Customers agree to:

Provide accurate billing information.
Provide accurate shipping information.
Verify product selections before checkout.
Review all product descriptions.
Ensure lawful purchase within their jurisdiction.
Handle all products using appropriate laboratory practices.
Store products according to recommended conditions.
Report issues promptly.
Maintain all original packaging when reporting delivery issues.
Cooperate with investigations relating to shipping, quality, or fulfillment.

Failure to meet these responsibilities may affect eligibility for refunds or replacements.

19. Chargebacks

Customers are encouraged to contact our Customer Support team before initiating a chargeback or payment dispute.

Most concerns can be resolved efficiently through direct communication.

Initiating an unwarranted chargeback after receiving products or services may result in:

Suspension of customer accounts.
Restriction of future purchases.
Collection efforts where appropriate.
Submission of supporting documentation to payment processors.

Nothing in this policy limits a customer’s legal rights under applicable consumer protection laws.

20. Limitation of Liability

To the fullest extent permitted by applicable law, Alluvi RETA UK shall not be liable for indirect, incidental, special, consequential, or punitive damages arising from or related to:

Product misuse.
Improper storage.
Improper laboratory handling.
Research outcomes.
Experimental results.
Delayed deliveries.
Customs actions.
Carrier delays.
Force majeure events.
Loss of business opportunities.
Loss of profits.
Loss of research data.

Our total liability relating to any order shall generally not exceed the purchase price paid for the affected product(s), except where otherwise required by law.

21. Force Majeure

Alluvi RETA UK shall not be responsible for delays or failures in performance resulting from circumstances beyond our reasonable control, including but not limited to:

Natural disasters.
Floods.
Fires.
Epidemics or pandemics.
Government actions.
Labor disputes.
Transportation disruptions.
Cybersecurity incidents.
Utility outages.
Supply chain interruptions.
Customs delays.
Acts of terrorism.
Armed conflicts.

Where possible, we will make reasonable efforts to minimize disruptions and keep customers informed.

22. Policy Updates

This Refund & Returns Policy may be amended periodically to reflect changes in:

Business operations.
Regulatory requirements.
Industry standards.
Fulfillment procedures.
Customer service practices.

The most current version will always be published on our website and will become effective upon posting unless otherwise stated.

23. Contact Information

For questions regarding returns, refunds, replacements, or order issues, please contact:

Alluvi RETA UK

Website: https://alluviretauk.co.uk

Email: sales@alluviretauk.co.uk

Our Customer Support team will make reasonable efforts to respond to inquiries promptly during normal business hours.

24. Acceptance of This Policy

By placing an order through Alluvi RETA UK, you acknowledge that you have read, understood, and agreed to this Refund & Returns Policy.

This policy should be read together with our Privacy Policy, Shipping Policy, and Terms & Conditions and forms part of the contractual agreement governing purchases made through our website.