Refund policy
Returns and Refunds
This page explains how cancellations, returns, refused returns, refunds, and incorrect item claims are handled for purchases made through NEXPEP.
Your Right to Cancel
Under the UK Consumer Contracts Regulations 2013, you may cancel your order within 14 days from the date your goods are delivered.
To do this, you must notify us in writing within that period and clearly state that you want to cancel the order. Please include your order number so we can identify the purchase quickly.
Condition Required for Returns
Because these products are sold as laboratory research materials, returns are only accepted where the goods remain in their original resale condition.
- in their original unopened and factory sealed condition
- unused and undamaged
- kept in the original packaging
- free from tampering, contamination, or handling
- accompanied by proof of purchase
This reflects Regulation 28(1)(a) of the Consumer Contracts Regulations 2013, which allows sealed goods to be excluded from return once unsealed where hygiene or safety considerations apply.
Returns We Will Refuse
We will reject a return and no refund will be issued if the item can no longer be treated as sealed laboratory material.
- opened, punctured, or reconstituted product
- broken seal, cap, or outer packaging
- contents removed from the original container
- signs of handling affecting laboratory integrity
- product altered, damaged, or contaminated
Return Shipping
If a return is approved, you will usually be responsible for the cost of sending it back unless the product was faulty or supplied incorrectly.
We recommend using a tracked service, as we cannot take responsibility for returns lost in transit.
Returns Address
NEXPEP Returns Department
20 Wenlock Road
London
England
N1 7GU
United Kingdom
Refund Processing
Once your return has been received and inspected, any approved refund will be sent back to the original payment method within 5 to 10 business days.
Original shipping charges are not refunded unless the return relates to a fault or an error on our side.
Faulty or Incorrect Items
If you receive a faulty or incorrect item, contact us within 48 hours of delivery.
Please include your order number together with clear photographs of the packaging and product. Where the issue is confirmed, we will arrange a replacement or full refund at no additional cost to you.
Items That Cannot Be Returned
- opened or unsealed vials or products
- clearance or final sale items
- custom or special order items
- products used or handled beyond basic inspection
Your Statutory Rights
Nothing in this policy limits or removes any statutory rights available to you under UK law.