Returns and Refunds.

This policy explains when you can return something to Alphex Limited, what we refund and when, and how our purity guarantee works. It sits alongside our Terms and Conditions. Nothing here reduces your legal rights.

1. Your 14 day right to cancel

If you are a consumer buying at a distance, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you 14 days from the day you receive the goods to change your mind, with no reason needed. Where an order arrives in more than one parcel, the 14 days run from the day you receive the last item.

To cancel, tell us before the 14 days are up. Email lewis@alphex.co.uk with your order number, or use the cancellation form at the end of this page. A clear statement is enough; you do not have to use the form.

Once you have told us, you have a further 14 days to send the goods back. Send them to the return address we give you when you cancel, in their original outer packaging where possible, with the vial seals intact.

What we refund on a cancellation

• The price you paid for the goods, plus the standard outbound delivery charge. If you chose a more expensive delivery option than our cheapest standard one, we refund the cheapest standard rate.
• We refund within 14 days of getting the goods back, or of you showing us they have been sent, whichever is sooner. We refund to the original payment method, and we do not charge a fee for it.
• You pay the cost of returning the goods to us. We tell you this now so that it applies, as the Regulations require.
• We may reduce the refund to reflect any loss of value caused by handling beyond what is needed to check the nature and characteristics of the goods, in the way you could in a shop.

The one exception: a vial whose seal has been broken

Regulation 28(3)(e) of the same Regulations removes the right to cancel for sealed goods that are not suitable for return once unsealed, for health protection or hygiene reasons. Our vials are sealed goods of exactly that kind. So:

• A vial that is still sealed can be returned under the 14 day right above.
• A vial that has been opened, unsealed, punctured or reconstituted cannot be returned for a change of mind.

This exception is about changing your mind only. It never applies to a faulty item, an item that is not as described, an item we sent in error, or a purity claim. Those are always covered, sealed or not.

2. If something is wrong with your order

Your rights under the Consumer Rights Act 2015 apply in full and in addition to everything above. Goods must be of satisfactory quality, fit for purpose and as described.

• Within 30 days of delivery, if goods are faulty or not as described you can reject them and get a full refund.
• Up to 6 months, you can ask for a repair or replacement. If that fails, you can claim a refund, which may be reduced to reflect use.
• Up to 6 years in England, Wales and Northern Ireland, or 5 years in Scotland, you can claim if the goods were not of satisfactory quality when supplied.

Tell us at lewis@alphex.co.uk with your order number, the batch code from the vial, and a photograph where the problem is visible. We pay return postage on anything faulty, incorrect or damaged.

3. Wrong item, or damage in transit

Every order is covered against loss and damage in transit at no charge and with nothing to add at checkout.

• Visible damage or a wrong item: tell us within 48 hours of delivery, with your order number and a photograph of the outer packaging and the vial.
• A parcel that does not arrive: tell us within 14 days of dispatch. We will open a carrier enquiry and replace or refund once it concludes, or sooner where the carrier has already confirmed loss.
• We replace from the next available batch, or refund in full, and we pay the postage either way.

Reporting later than these windows does not remove your statutory rights; it only makes a transit claim harder to evidence, so please tell us promptly. Transit cover does not extend to material that has been reconstituted, stored outside the stated conditions, or refused at delivery.

4. The purity guarantee

We guarantee that the material you receive meets the specification on the certificate of analysis published for its batch in our COA library, identified by the batch code on the vial.

To make a claim: have the material analysed by HPLC at 220 nm, by you or by a laboratory of your choice, and send us the order number, the batch code from the vial, and the analytical report including the chromatogram, the method conditions and the laboratory.

What we do: we compare the report against the batch's own testing and, where useful, ask the independent laboratory to re-run a retained sample of the batch. If the material is out of specification we replace it from a different batch or refund the order, whichever you prefer, and we pay return shipping. We aim to conclude within 14 days of receiving a complete report.

What the guarantee does not cover: a result obtained by a method other than the one the certificate used, material that has been reconstituted or stored outside the stated conditions, or a disagreement with what the certificate itself measured. What our certificates do and do not test is set out in the Research Use Disclosures, and we recommend reading that before commissioning an analysis.

5. Customs, seizure and restricted destinations

For international orders you are the importer of record. If a shipment is detained, seized or returned by customs or a regulator because import is restricted at the destination, we cannot refund the shipping and handling, and we may decline a refund of the goods where they cannot be recovered. Check that import is lawful before you order, and email us first if you are unsure.

Where we cancel an order after taking payment, for failed verification or any other reason, we refund in full including delivery.

6. Refund timing

Refunds are made to the original payment method. We process them within 14 days of the trigger described above. How long the money then takes to appear is set by your bank or card issuer, usually 3 to 5 working days. Where you paid in a currency other than pounds sterling, the amount you receive depends on your issuer's rate on the day of the refund.

7. How to reach us

Email lewis@alphex.co.uk. We acknowledge within 2 working days. Do not send anything back before contacting us: we will give you the correct return address and, where we are paying, the postage arrangement.

---

Model cancellation form

Complete and return this form only if you wish to withdraw from the contract. You do not have to use it; any clear statement will do.

To: Alphex Limited, 28 Links Road, West Wickham, BR4 0QW, United Kingdom. Email: lewis@alphex.co.uk

I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:

Ordered on / received on: ______________________

Order number: ______________________

Name of consumer(s): ______________________

Address of consumer(s): ______________________

Signature of consumer(s) (only if this form is notified on paper): ______________________

Date: ______________________