Returns & Refunds
Last updated 27 September 2026
The short version. You can cancel within 14 days of receiving your order and get your money back. The exception is sealed vials that have been opened — once a seal is broken we cannot accept the item back, for health protection reasons. Anything faulty, damaged or wrong is always our problem to fix.
Your right to cancel
If you are buying as a consumer, the Consumer Contracts Regulations 2013 give you 14 days from the day you receive your order to cancel, without giving any reason. If your order arrives in several parcels, the 14 days run from the day you receive the last one.
Once you have told us you are cancelling, you have a further 14 days to send the goods back.
When sealed goods are excluded
The law allows a trader to refuse cancellation for sealed goods which are not suitable for return for health protection or hygiene reasons, once unsealed after delivery.
That applies to our vials. Once a vial's seal is broken we have no way to verify the contents or confirm sterility, so we cannot resell it and cannot accept it back. Unopened, undamaged vials with seals intact can be returned as normal.
This does not affect your rights if an item is faulty, damaged in transit, or not what you ordered. Those are covered below and are never excluded.
How to cancel
Email support@serenbiolabs.com with your order reference (it starts SBL- and is on your confirmation email). Saying clearly that you wish to cancel is enough — there is no form to fill in.
We will confirm and give you the return address. Please do not send anything back before that.
Return address
[RETURN ADDRESS - confirm before publishing]
Who pays for return postage
- Changed your mind — you pay return postage. Use a tracked service; until it reaches us it is your responsibility.
- Faulty, damaged or wrong item — we pay. We will arrange collection or refund your postage.
Refunds
We refund within 14 days of receiving the goods back, or of you proving you have sent them — whichever is sooner. For a cancellation before dispatch, within 14 days of you telling us.
We refund the price you paid plus standard outbound delivery. If you chose a faster delivery than our standard option, we refund the standard cost rather than the premium.
How your refund reaches you. Payments are taken by bank transfer, not card, so we cannot reverse a charge the way a card refund works. We pay refunds by transfer to the account the payment came from, and we may need to confirm those details with you first. This is normal for open banking payments and does not affect your right to a refund or the 14-day deadline.
We may reduce a refund to reflect any loss in value caused by handling beyond what is needed to examine the goods.
Faulty, damaged or incorrect items
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If something arrives broken, leaking, incorrectly labelled, or is not what you ordered, contact us within 30 days and you can have a full refund.
Photographs of the item and its packaging help us resolve it quickly, and help us chase the carrier where damage happened in transit.
If a Certificate of Analysis does not match
If the batch number on your vial does not match the Certificate of Analysis, tell us. We will investigate and, if we cannot resolve it, refund you in full.
Orders we cancel
We may cancel and refund an order in full if a product is unavailable, if there was a pricing error, or if we reasonably believe the order is not for legitimate research use. See our Terms & Conditions.
Business customers
The 14-day cancellation right applies to consumers. If you are buying on behalf of a business, institution or laboratory it does not automatically apply — but your rights in respect of faulty, damaged or incorrect goods still do, and we will always deal with a genuine problem.
This policy was last updated on 27 September 2026.