Refunds and returns

Damaged, incorrect or missing items

Tell us within seven days of delivery, with photographs of the packaging and item where possible. We arrange a replacement or a full refund, including delivery costs, and we cover the return where a return is needed at all.

Unopened stock returns

Unopened, undamaged and fully labelled items in resaleable condition can be returned within 30 days of delivery. Request a return authorisation first so the parcel is routed to the right team. Return shipping is your responsibility unless the error was ours.

Items we cannot accept back

For safety and traceability reasons we cannot accept returns of opened chemicals, temperature-controlled goods, custom-prepared solutions, used PPE, or any item whose seal or tamper-evident packaging has been broken. This protects the next laboratory that would otherwise receive it.

Refund timing

Approved refunds are issued to the original payment method within five working days of us receiving and inspecting the return. Bank processing may add a few days. Invoiced accounts receive a credit note.

Cancellations

Orders can be cancelled free of charge until dispatch. Once a hazardous or temperature-controlled consignment has left us it cannot be recalled, and the return terms above apply instead.

Start a return

Email support@ferryhelpful.example with your order number and reference ID, or call +1 (555) 018-4420. A member of the team will reply with authorisation and packing instructions.