We want you to receive laboratory equipment that matches your order and works as described. Contact PhDProducts directly for returns, faulty items and warranty support. This policy does not limit your statutory rights.

Changing or cancelling an order

Email support@phdproducts.co.uk with your order number as soon as possible if you want to change or cancel an order before dispatch. If it has already been sent, the return arrangements below apply.

Consumer cancellations

If you buy online as a consumer, you normally have 14 days after receiving your goods to tell us that you wish to cancel, followed by another 14 days to send them back. You do not need to give a reason. Email us or send a clear cancellation notice to our registered office; the optional notice at the end of this page may help.

You may unpack and examine an item as you would in a shop. Opening ordinary packaging does not automatically remove your cancellation right. Where the law allows, we may reduce a refund for loss of value caused by handling beyond what is necessary to establish the item’s nature, characteristics and functioning.

Some goods have a legal exception to change-of-mind cancellation, including genuinely sealed goods unsuitable for return for health or hygiene reasons after their seal is broken, and goods made to your specifications. An exception applies only where its legal conditions are met; it does not remove rights relating to faulty or incorrectly supplied goods.

Sending goods back

Contact us for the appropriate return address and instructions. Our registered office is an address for notices, not a confirmed goods-return location. Include your order number or other proof of purchase, protect the item in transit and keep evidence of posting. Use the original packaging where practical.

For a change-of-mind return, you pay the direct return postage cost. For faulty, damaged or incorrectly supplied goods, we will arrange the return or cover reasonable return costs. Contact us before booking a costly shipment so we can agree a suitable service.

If equipment has been exposed to chemicals, biological material or other hazards, tell us before sending it. We will discuss appropriate cleaning, decontamination and safe handling instructions for the return.

Refunds

For a consumer cancellation, we will refund within 14 days of receiving the goods back or, if earlier, receiving evidence that you have sent them back. When a whole order is cancelled, this includes the original standard delivery charge. Any amount paid above our standard delivery charge for an upgraded service is not refundable under the cancellation rules. We use the original payment method unless you expressly agree otherwise and do not charge a refund fee.

Faults, transit damage and incorrect items

Please tell us promptly if an item arrives damaged, has a fault or differs from your order. Your order number, product reference, serial number where applicable and photographs help us investigate. A delay beyond 48 hours does not automatically remove your rights.

Consumers normally have a 30-day right to reject faulty goods and obtain a refund. After that, repair or replacement may be available, with further remedies where the legal conditions are met. Contact us to discuss the appropriate solution. Statutory rights continue independently of any manufacturer’s warranty.

PhDProducts handles warranty claims for products bought from us and will coordinate any necessary manufacturer assessment. Warranty coverage depends on the product and applicable terms; we do not apply a single warranty duration to every item.

Business purchases

Consumer cancellation rules do not automatically apply to purchases made for a business. For a business change-of-mind return, contact us within 14 days of delivery. Our existing return conditions require goods to be unused, in their original packaging and in a resaleable condition, with proof of purchase. Contact us about any fault or supply error regardless of those change-of-mind conditions. Your contractual and legal rights remain unaffected.

Optional cancellation notice

Send this by email to support@phdproducts.co.uk or by post to PhD Products Ltd at the registered office below. You may use your own clear wording instead.

• I wish to cancel my purchase of: [goods / order number].
• Order placed on: [date]. Goods received on: [date].
• Customer name: [name].
• Customer address: [address].
• Date of notice: [date].
• Signature, if sending a paper notice: [signature].

Contact

PhD Products Ltd, trading as PhDProducts. Company number 15895952. Registered office: 128 City Road, London, EC1V 2NX, United Kingdom. Email: support@phdproducts.co.uk. Telephone: +44 (0)20 3355 2942.

Last updated: 29 September 2026.