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Refund Policy
Syntra Labs is committed to handling order issues fairly, clearly and efficiently. This policy explains how cancellations, damaged orders, delivery issues, returns and approved refunds are handled for purchases made through syntralabs.co.uk.
1. Order cancellations
If you wish to cancel an order, please contact Syntra Labs as soon as possible at [email protected].
Where an order has not yet been processed or dispatched, we will make reasonable efforts to stop fulfilment and process an appropriate refund.
Once an order has entered fulfilment or has already been dispatched, cancellation may no longer be possible.
CANCELLATION REQUESTSContact us as early as possible[email protected]
2. Damaged or incorrect orders
If your order arrives damaged, incomplete or materially different from what was ordered, please contact us promptly so that the issue can be investigated.
We may request reasonable supporting information, including:
- Your Syntra Labs order reference
- A description of the issue
- Photographs of the parcel and external packaging
- Photographs of the affected item or items
- Relevant delivery or tracking information
Where an issue is verified, the appropriate resolution may include a replacement, partial refund or full refund, depending on the circumstances.
3. Missing deliveries
If your parcel has not arrived within a reasonable period, please contact us with your order reference and tracking information.
We may need to investigate the shipment with the relevant delivery provider before a final resolution can be issued.
Where a shipment is confirmed as lost, or where the circumstances otherwise justify a remedy, an appropriate replacement or refund may be offered.
4. Incorrect delivery details
Customers are responsible for checking that the delivery information submitted at checkout is complete and accurate.
If an order cannot be delivered because incorrect or incomplete delivery information was supplied, any reshipment or refund may be subject to reasonable delivery or handling costs where permitted by law.
Check recipient nameCheck full addressCheck postcode
5. Returns
Please contact Syntra Labs before returning an item. Products sent back without prior communication may not be accepted or may experience delays while the return is investigated.
For hygiene, integrity, storage and product-control reasons, certain sealed or sensitive research materials may not be suitable for return once they have been opened, unsealed, tampered with, improperly stored or otherwise removed from their original condition.
Where a return is accepted, items should normally be:
- Unopened
- Unused
- In their original packaging
- In a condition suitable for inspection
- Returned using the instructions provided by Syntra Labs
Nothing in this section is intended to restrict statutory rights that cannot legally be excluded.
6. Refund processing
Where a refund is approved, it will normally be returned to the original payment method used for the purchase.
Syntra Labs processes online payments through Stripe. Once a refund has been submitted successfully, the time taken for the funds to appear in your account may depend on your bank, card issuer or payment provider.
Resolution confirmed
Where appropriate, a replacement, partial refund or full refund is approved.
Refund submitted
Approved monetary refunds are normally returned through the original payment method.
Bank processing
Final settlement time can depend on the customer's financial institution.
7. Shipping charges
Where an order qualified for free UK shipping, there will normally be no separate outbound shipping charge included in the refund calculation.
If additional delivery charges were paid, whether those charges are refundable will depend on the circumstances of the order and applicable legal requirements.
8. Member pricing, promotions and account credit
Where an order used promotional pricing, member pricing, referral benefits or Syntra account credit, any refund will normally be based on the amount actually paid rather than the undiscounted catalogue value.
Refunds reflect the price actually paid after any eligible member discount was applied.
Syntra credit used on a refunded order may, where appropriate, be restored to the customer's account rather than issued as cash.
Promotional benefits may be recalculated where a refund changes the conditions that originally qualified the order for that promotion.
Loyalty or reward eligibility may be adjusted where an order is cancelled or refunded.
9. Fraud prevention and refund misuse
Syntra Labs may review refund requests where there is evidence of duplicate claims, suspected payment fraud, repeated misuse or other irregular activity.
We may request reasonable supporting information before approving a refund or replacement.
Nothing in this section limits rights or remedies that a customer is entitled to under applicable law.
10. Your statutory rights
Nothing in this Refund Policy is intended to exclude, restrict or override any consumer right or remedy that cannot legally be excluded under applicable UK law.
Where this policy conflicts with a mandatory statutory right, the applicable law will take precedence.
11. Research-use catalogue
Syntra Labs catalogue materials are supplied for laboratory research purposes only and are not intended for human or veterinary use.
Customers should review product information and order details carefully before completing checkout.
12. Changes to this policy
Syntra Labs may update this Refund Policy where fulfilment procedures, technology, business practices or applicable legal requirements change.
The latest version will be published on this page together with the date of the most recent update.
Need help with an order?
For cancellation, damaged-item, delivery, return or refund enquiries, contact Syntra Labs and include your order reference wherever possible.
Contact order support[email protected]