Refund policy

At LabZero, we want you to be happy with your purchase. This Return and Refund Policy explains your rights and how returns, refunds, and faulty items are handled.

1. Your right to cancel

If you are buying as a consumer online, you have the right to cancel your order within 14 days of receiving your goods, without giving a reason.

To exercise your right to cancel, you must notify us within 14 days of receiving your order by contacting us at:

Email: [INSERT EMAIL]
Address: [INSERT RETURNS ADDRESS]

Once you have told us you want to cancel, you must return the item to us within 14 days.

2. Refunds for cancelled orders

If you cancel your order within the 14-day cancellation period, we will refund:

  • the price you paid for the item(s); and
  • the cost of standard delivery.

If you selected a more expensive delivery option, we only refund the cost of standard delivery.

We will process your refund within 14 days of receiving the returned goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier.

3. Condition of returned items

You may inspect and handle the goods as you would in a shop. However, if the item has been used more than necessary to inspect it, or returned damaged, worn, incomplete, or not in its original condition, we may reduce your refund to reflect any loss in value.

To be eligible for a return, items should where possible be returned:

  • in their original packaging;
  • with all accessories, manuals, and inserts; and
  • with proof of purchase.

4. Items that may not be returned unless faulty

We may not accept returns for the following unless they are faulty or not as described:

  • personalised or custom-made items;
  • sealed goods that are not suitable for return for health or hygiene reasons once unsealed;
  • items damaged after delivery due to misuse, neglect, accident, or unauthorised modification.

5. Faulty, damaged, or incorrect items

If your item is faulty, damaged, or not as described, please contact us as soon as possible at [INSERT EMAIL] with your order number and photos if relevant.

If a product is faulty, you may be entitled to a repair, replacement, price reduction, or refund in accordance with your legal rights.

6. Return shipping costs

If you are returning an item because you changed your mind, you are responsible for the return postage cost unless we state otherwise.

If the item is faulty, damaged, or we sent the wrong item, we will cover the reasonable return postage costs.

7. How to return an item

To arrange a return, please contact:

LabZero
Email: [INSERT EMAIL]
Returns Address: [INSERT RETURNS ADDRESS]

Please include:

  • your full name;
  • order number;
  • item(s) being returned; and
  • reason for return.

8. Non-returned items

We reserve the right to refuse a refund if returned items are not received, or if they are returned in a condition inconsistent with this policy.

9. Your statutory rights

Nothing in this policy affects your legal rights under UK consumer law.

Legal note: UK guidance says online customers generally have a 14-day cancellation right, then another 14 days to return the goods, and the trader must refund within 14 days of receiving the item back. Standard delivery must also be refunded, and faulty items may need repair or replacement, especially if returned within 6 months.【turn561357search2】【turn662896view0†L112-L122】