Refund policy
Return and Refund Policy - Icarus Labs
Icarus Labs is a trading division of Icarus Group Ltd. This policy applies to orders placed through www.icaruslabs.co.uk.
1. Returns we accept
We accept returns of both defective and non-defective standard-stock products.
For a change-of-mind return, you must contact us within 14 calendar days after the product is delivered. After we authorise the return, the product must be sent back to us by post within 14 calendar days.
Change-of-mind returns must be new, unused, uncontaminated and in a resalable condition. Products should be returned with their original packaging, components and documentation where reasonably possible. Sealed or sterile products must remain sealed.
Consumers may inspect products only to the extent reasonably necessary to establish their nature, characteristics and function. We may reduce a refund to reflect any loss in value caused by handling beyond what would reasonably be permitted in a shop. This does not affect your statutory rights.
Products made to a customer's specification or clearly personalised are not eligible for change-of-mind returns unless they are faulty, damaged or not as described. Any such restriction will be made clear before purchase.
2. How to request a return
Before sending a product back, contact us through our contact form or email orders@icaruslabs.co.uk. Please include:
· your order number;
· the product name and SKU;
· the reason for the return; and
· photographs where the product is damaged, defective or incorrect.
If the return is accepted, we will provide a return authorisation, return instructions and the correct postal address. Please do not send goods back until you have received these instructions.
Returns are accepted by post or courier only. We do not offer in-store or customer drop-off returns.
3. Return postage and fees
For non-defective or change-of-mind returns, you are responsible for arranging and paying for return delivery by post or courier. We do not provide a prepaid return label. We recommend using a tracked service and retaining proof of dispatch until the refund has been completed.
If a product is faulty, damaged on arrival, incorrect or not as described, Icarus Labs will pay the reasonable cost of returning it or provide a prepaid return method.
We do not charge a restocking fee.
4. Damaged, defective, incorrect or missing products
Please contact us as soon as possible if an order arrives damaged, defective, incomplete or incorrect. Notification within 48 hours helps us investigate delivery damage quickly, but this request does not limit your statutory rights.
Depending on the circumstances and your legal rights, we will offer an appropriate remedy, which may include a repair, replacement or refund. Where a refund is due for a faulty, damaged, incorrect or misdescribed product, it will include the applicable delivery and return costs.
We may request photographs or ask for the product to be returned for inspection. We will provide return instructions and cover the reasonable return cost where the problem is our responsibility.
5. Refunds
Once we receive and inspect an authorised return, we will notify you of the outcome.
Approved refunds will be issued to the original payment method within 10 calendar days after we receive the returned product or, where applicable, evidence that it has been sent back. Your bank or payment provider may take additional time to show the refund in your account.
For a qualifying consumer cancellation, we will also refund the cost of the least expensive standard delivery option offered for the order. Any additional amount paid for expedited or premium delivery is not refundable unless the product was faulty, damaged, incorrect or not as described.
No restocking fee will be deducted. Any permitted deduction for diminished value will relate only to unnecessary handling, use, damage, contamination, missing components or incomplete packaging and will be explained to you.
6. Exchanges
We do not offer direct exchanges for non-defective products. If you require a different product, please return the original product in accordance with this policy and place a new order.
This does not prevent us from providing a replacement where a product is faulty, damaged, incorrect or not as described.
7. Order cancellations
If you wish to cancel an order before dispatch, contact us as soon as possible through our contact form. If the order has already been dispatched, the returns process above will apply.
8. Non-delivery
If your order has not arrived, contact us promptly with your order number so that we can investigate with the carrier. We recommend contacting us within 20 days of the dispatch date shown on your order confirmation or invoice. This does not affect any rights you may have under applicable law.
9. Contact details
For all return, refund, cancellation or non-delivery enquiries, use our contact form or email orders@icaruslabs.co.uk.
Postal address
Icarus Group Ltd
Tally Ho
Gypsy Lane
Upper Staploe
St Neots
Bedfordshire
PE19 5JF
United Kingdom
Do not send returns to this address unless our return instructions specifically direct you to do so.
10. Your legal rights
Nothing in this policy excludes or limits any rights or remedies that cannot lawfully be excluded or limited. This policy is governed by the laws applicable in the United Kingdom and should be read alongside our Terms of Service.