Returns and cancellations policy

Returns and refunds

If a product does not perform as described on the datasheet please contact us within 24 hours and our customer service team will assist you.

For protocol-related issues, we may be able to provide you with assistance.
If the product is not performing as described on the datasheet we will provide you with refund or a replacement.
Where customers have not followed storage instructions, usage recommendations or have not provided details of a protocol when contacting us, Avacta Life Sciences may not be able to issue a replacement or refund.

If a product is purchased in error, Avacta Life Sciences will consider a refund. In these circumstances customers must cover return shipping costs and the product must be stored and transported appropriately. Where specialist packaging is required, Avacta Life Sciences will arrange for collection and return of the package and all associated costs will be charged to the customer.

In the unlikely event of receiving an incorrect item, please contact Avacta Life Sciences and store the product as recommended, in the original packaging. Please do not attempt to return the item yourself before speaking to customer services.

For items damaged in transit please contact our customer services team immediately. Customers may be asked to provide photographic evidence to support any claims. Avacta Life Sciences will ship a direct replacement immediately, as long as the product is in stock.

All requests for returns must have prior authorisation and must be shipped to Avacta Life Sciences within 7 working days of receipt of the items.

Cancellation

For catalogue items customers may cancel an order within 24 hours of receipt of the order confirmation email.

For custom products customers are not permitted to cancel or change an order once screening has begun, or by the time a custom target has been modified.

Where customers have already received products, and if Avacta Life Sciences agrees to a return of the products, cancelled orders must be returned in the original or appropriate packaging and (where applicable) returned at a specified temperature to avoid spoilage.

Customers will be charged for returned products that are classified as ’spoiled’ as a result of incorrect packaging or storage, or for other specific reasons at the discretion of Avacta Life Sciences.

The above policy is only valid for products purchased directly from Avacta Life Sciences.