Refund policy
RETURN, CANCELLATION AND REFUND POLICY
This policy applies to purchases made from Auckland Scientific Ltd. Nothing in this policy limits any statutory rights available to consumers.
CONTACTING US
Before returning any product, please contact us at office@auckland-scientific.co.uk and provide your order number, product details and reason for the return.
If a return is accepted, we will provide instructions explaining how and where to send the product. Products returned without prior authorisation may not be accepted.
Please do not send products to our registered office unless we specifically instruct you to do so.
CONSUMER CANCELLATION RIGHTS
If you purchase primarily for personal use rather than business purposes, you are considered a consumer.
Consumers purchasing online normally have the legal right to cancel their order within 14 days of receiving the goods without giving a reason. After notifying us of the cancellation, the goods must normally be returned within a further 14 days.
Consumers may inspect goods as they would reasonably be permitted to do in a shop. We may reduce the refund to reflect any reduction in value caused by handling beyond what was reasonably necessary to establish the nature, characteristics and operation of the goods.
Statutory cancellation rights may not apply to products that are made to the consumer’s specifications, clearly personalised or specially modified or configured to meet individual requirements.
A standard product being sourced or imported specifically to fulfil an order does not necessarily remove a consumer’s statutory cancellation rights.
BUSINESS CUSTOMERS
A customer purchasing wholly or mainly for business purposes does not receive statutory consumer cancellation rights.
Returns from business customers require our prior written agreement. Unless otherwise agreed in writing, business orders cannot be cancelled or returned after Auckland Scientific Ltd has placed the order with its manufacturer, distributor or supplier.
Where we agree to accept a business return, the product must be unused, complete, undamaged and in its original packaging. The customer may be responsible for reasonable costs already incurred, including supplier cancellation charges, restocking fees, freight, import costs, customs-clearance charges and return delivery costs.
SPECIAL-ORDER AND SPECIALLY SOURCED PRODUCTS
Certain scientific instruments and accessories are sourced, imported, manufactured, modified or configured specifically for an individual customer.
Business customers will be informed before ordering when a product is classed as non-cancellable and non-returnable. Once Auckland Scientific Ltd has placed the order with the manufacturer, distributor or supplier, cancellation or return will not be accepted unless:
• We agree otherwise in writing
• The product is faulty or damaged
• The incorrect product has been supplied
• The product is materially different from the agreed specification
Any cancellation that we accept at our discretion may be subject to the costs Auckland Scientific Ltd has already incurred. These may include manufacturer or supplier cancellation charges, restocking charges, international freight, import costs, customs-clearance charges and reasonable administrative costs.
Relevant cancellation and return conditions will be stated in the quotation or order acknowledgement before the order is placed.
DAMAGED, FAULTY OR INCORRECT PRODUCTS
Please inspect your order promptly after delivery.
Contact us as soon as possible if the product is damaged, defective, incomplete, incorrectly supplied or materially different from its description or agreed specification. Please retain the product and all packaging while we assess the issue.
Depending on the circumstances and your legal rights, we may arrange a repair, replacement, collection or refund.
Nothing in this policy excludes or restricts a consumer’s statutory rights concerning goods that are faulty, not as described, of unsatisfactory quality or not fit for purpose.
NON-RETURNABLE PRODUCTS
Subject to applicable statutory rights, we do not normally accept returns of:
• Products made, modified or configured to a customer’s specification
• Clearly personalised products
• Special-order or specially imported products purchased by business customers
• Hazardous materials, flammable liquids or gases
• Sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been broken
• Products damaged through misuse, improper storage, unauthorised modification, incorrect installation or improper handling
• Products missing their original components, accessories, manuals or packaging
• Clearance or final-sale products where this was clearly stated before purchase
Please contact us before ordering if you are unsure whether a product can be cancelled or returned.
RETURN DELIVERY COSTS
Unless a product is faulty, damaged, incorrectly supplied or materially different from its agreed description, the customer will normally be responsible for the cost and risk of returning it.
Returned products must be appropriately insured, securely packaged and sent using a suitable tracked delivery service. The customer remains responsible for the product until it is received by us.
When a consumer validly exercises their statutory cancellation rights, we will refund the cost of our least expensive standard delivery option. Additional costs resulting from an enhanced, expedited or non-standard delivery service will not normally be refunded.
REFUNDS
We will notify you after receiving and inspecting the returned product.
Approved refunds will be issued to the original payment method.
Where statutory consumer cancellation rights apply, we will issue the refund without undue delay and normally within 14 days of receiving the returned goods or receiving satisfactory evidence that the goods have been sent back, where applicable.
We may withhold the refund until the goods have been returned or evidence of return has been provided.
Banks and payment providers may require additional time to process and display the refund.
CONTACT DETAILS
Auckland Scientific Ltd
Registered in England and Wales: 10698129
Registered office: 2A Hutchinson Close, Coundon, Bishop Auckland, DL14 8NY
Email: office@auckland-scientific.co.uk