Refund policy
Online orders shipped to the United Kingdom (UK) and European Union (EU) are subject to ‘distance selling’ terms and conditions. Customers have the right to cancel and return orders within 14 days. These rules do not apply for orders shipped outside of the UK and EU. We will pay the return shipping costs if the return is because of our error or a fault with the product.
We cannot accept the return of products that have been used or broken as a result of user error or accidental or malicious damage.
Authorisation for returns must be approved by us before the return of products. Items authorised for return must arrive at our facilities in a state satisfactory for resale to be eligible for a refund. Ask our team for instructions on how to return the products. Orders may not be returned for refund after 14 days after receiving the order.
To start a return, please contact us at info@altabioscience.com. Please note that products that are eligible for return, you should ship your product to: Returns, Alta Bioscience Ltd, 37, Walkers Road, Manor Side, Redditch, B98 9HE, UK. Items returned to us without first requesting a return will not be accepted.
We will notify you once we’ve received and inspected your return and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us.
Damages and issues
Inspect your products and notify us if you receive the wrong item or of any issues, defects or damages via email within 14 days of receiving your order, the order shall conclusively be deemed to conform to these conditions and to have been irrevocably accepted by the person(s) who placed the order.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products. We also do not accept returns for hazardous materials or flammable liquids.
Opened or damaged containers cannot be returned by the Buyer without the written prior agreement of AltaBioscience. In the case of agreed damaged containers which cannot be so returned, the Buyer assumes responsibility for the safe disposal of such containers in accordance with all applicable laws.
Please get in touch if you have questions or concerns about your specific item.
Product Quality, Specifications and Technical Information
Products are analysed by Alta Bioscience Ltd or our production partners by methods and procedures which Alta Bioscience Ltd considers appropriate. In the event of any dispute concerning reported discrepancies arising from the Buyer's analytical results, determined by the Buyer's own analytical procedures, Alta Bioscience Ltd reserves the right to rely on the results of its own analytical methods. Certificates of Analysis or Certificates of Conformity are available at the discretion of Alta Bioscience Ltd.
Specifications may change, and reasonable variation from any value listed should not form the basis of a dispute.
Technical information, provided orally, in writing, or by electronic means by or on behalf of Alta Bioscience Ltd, including any descriptions, references, illustrations or diagrams is provided for guidance purposes only.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Need help?
Contact us at info@altabioscience.com for questions related to refunds and returns.