Returns and refunds

What is our returns policy?

We want you to be completely satisfied with your purchases. If for any reason you are not satisfied with an item you have ordered, please return it, within 30 days of the date of receipt and we will refund your money or send you a replacement.

Items returned under our 30 day guarantee should be returned to us in their original condition including any packaging.

This guarantee is in addition to your statutory rights.

How to return items
To ensure we can deal with your return as quickly as possible please call us on 01453 298815 or email sales@bioaware.co.uk for the appropriate address to return your parcel to - we’ll also advise you on the best method of returning the goods. We ask that you wrap and parcel goods which you are returning carefully to prevent damage.

Be sure to let us know the reason why you wish to return the goods, whether you would prefer us to send you a replacement or process a refund, and your name and order number. Please note we are only able to replace identical products (we can swap colours for you, but not the size of the product.)

Please obtain proof of postage (a certificate of posting is available free of charge from the Post Office). This should be kept in a safe place in case you need to claim compensation from the carrier. We regret that we cannot accept responsibility for goods in transit from our customers.

We aim to process the returned items promptly. However, during busy periods, please allow up to 21 days for your refund or replacement to be actioned. You can expect a refund in the same form of payment originally used for purchase.
Please note that the costs for returning the item to us are not refundable, unless you are returning an item because of an error on our part or because it is damaged or defective. In these cases we will be happy to refund the delivery charges incurred in sending the item to you and we'll reimburse your costs in returning it to us.

When do I get my refund once I have returned an item?
You can expect a refund in the same form of payment originally used for purchase within three weeks of receiving your return.

What are my rights under The Consumer Contracts Regulations?
If you are contracting with us as a consumer, you have the right to cancel your contract at any time up to 14 working days after the day on which you receive the goods you ordered. You must take reasonable care of the goods whilst in your possession and they must be returned to us (if possible, see individual product Returns Policies for details) or collection arrangements made, promptly at your cost. If we collect the item from you, you will be charged the cost of collection (up to £100 in some cases) which will be notified to you at the time of cancellation.

You must inform us of the cancellation of the contract.

This is not intended to be a full statement of all your rights under the The Consumer Contracts Regulations - details of your rights under The Consumer Contracts Regulations are available from your Local Citizens' Advice Bureau or your Local Authority's Trading Standards Office.

Need further help?
Please contact the customer service team on 01453 298815 or by email at sales@bioaware.co.uk Please quote your order number as a reference.