Returns & Refunds Policy

Last updated: March 2026

This Returns & Refunds Policy outlines the terms under which Unit 16 Cambridgeshire Nucelotides (“we”, “us”, “our”) accepts returns, issues refunds, and provides replacements for items purchased through our online store.

By placing an order, you agree to the terms set out below.

1. Eligibility for Returns

We will accept a return or exchange where:
- The item is faulty or defective
- The item has been damaged in transit
- An incorrect item has been supplied

To be eligible, you must notify us within 14 days of receiving your order. We may request photographic evidence to support your claim.

2. Non‑Returnable Items

We are unable to accept returns or provide refunds in the following circumstances:
- You no longer want the item (“change of mind”)
- You ordered the incorrect size or variant
- The item has been used, worn, or is not in its original condition
- Personalised or customised items (if applicable)

3. Return Postage

Unless the item is faulty, damaged, or incorrect, the customer is responsible for all return postage costs.

Where a return is approved due to a fault, damage, or an incorrect item being supplied, we will confirm whether postage costs will be reimbursed.

4. Refunds

Where a return is approved:
- Refunds will be issued to the original payment method
- Refund processing may take up to 10 working days
- Refunds will only be issued once the returned item has been received and inspected, unless otherwise agreed

5. Replacements

If an item is faulty, damaged, or incorrect, we may offer:
- A replacement item
- An exchange for the same product
- A refund if a replacement is not available

The appropriate action will be determined based on stock availability and the nature of the issue.

6. Missing or Delayed Orders

If your order has not arrived within the expected timeframe, please contact us. We will investigate with our supplier or courier and, where appropriate, arrange a replacement or refund.

7. Contact Information

To request a return, report an issue, or seek clarification regarding this policy, please contact us using the contact form on our page.

Please include your order number and details of the issue to help us respond efficiently.