Returns, withdrawal and refunds
Consumers in the EU have legal rights when buying online. This draft explains how we intend to apply them. Nothing on this page limits your statutory rights.
01Your right of withdrawal
If you buy as a consumer, you can normally withdraw from a distance contract within 14 days of receiving the goods, without giving a reason. To withdraw, tell us clearly, for example by email to To be confirmed before ordering opens or by using the model form below.
The right of withdrawal does not apply to sealed goods that are unsuitable for return for health-protection or hygiene reasons once they have been unsealed after delivery. Unopened vials with intact seals can be returned within the withdrawal period. To be confirmed before ordering opens.
02Returning goods after withdrawal
Send the goods back without undue delay, and no later than 14 days after telling us you are withdrawing. Unless we agree otherwise, you pay the direct cost of returning them. Please keep the vials sealed and pack them securely.
03Faulty, damaged or incorrect items
Under EU law, goods must match their description and be fit for purpose. Sellers are liable for a lack of conformity that becomes apparent within two years of delivery. If an item arrives damaged, faulty or not as ordered, contact us with your order number and photos. We will repair, replace or refund it as the law requires, at no cost to you.
04How refunds work
After a valid withdrawal, we refund the price and the standard delivery charge within 14 days of receiving your notice. We may wait until we receive the goods back, or proof that you have sent them. Refunds use the original payment method unless you agree otherwise.
05Model withdrawal form
Complete and return this form only if you wish to withdraw from the contract.
To: To be confirmed before ordering opens, To be confirmed before ordering opens, To be confirmed before ordering opens
I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods: ________
Ordered on / received on: ________
Name of consumer(s): ________
Address of consumer(s): ________
Signature of consumer(s) (only if this form is notified on paper): ________
Date: ________
06Contact
Returns and withdrawal questions: To be confirmed before ordering opens.