Refund policy

Return and Refund Policy – Icarus Labs

Effective Date: 19th September 2024

At Icarus Labs, a trading division of Icarus Group Ltd, we are committed to providing high-quality laboratory consumables and a transparent, fair return process. This Return and Refund Policy applies to all purchases made through our website, www.icaruslabs.co.uk.

1. Eligibility for Returns

Customers may request to return goods within 14 calendar days of receiving their order.
Goods must be unused, in their original packaging, and in a resalable condition.
No goods may be returned without prior written authorisation from Icarus Labs. To initiate a return, please email us at orders@icaruslabs.co.uk with your order number and reason for return.

2. Damaged or Defective Goods

If your order arrives damaged or with missing items, please notify us in writing via email within 48 hours of delivery.
If products are deemed defective upon delivery, we will provide a replacement or full refund, including shipping costs, at no additional charge.
You may be required to provide photographic evidence or return the defective goods to us for inspection.

3. Return Process

Once a return is authorised, we will provide you with return instructions, including a returns reference number.
Returned items must be received by us within 14 days of return authorisation.
Return shipping costs are the responsibility of the customer unless the item was damaged, incorrect, or defective upon delivery.

4. Refunds

Refunds will be issued once returned goods have been inspected and approved.
Approved refunds will be processed using the original payment method within 5–10 business days.
We reserve the right to deduct any restocking fees where applicable or reject a refund if goods are not returned in acceptable condition.

5. Goods Not Eligible for Return

Custom or made-to-order products.
Perishable, sterile, or temperature-sensitive items.
Products not returned in their original condition or packaging.
Goods returned without prior written authorisation.

6. Non-Delivery Claims

Claims for goods not received must be submitted in writing within 20 days from the dispatch date noted on your invoice.

7. Contact Information

For all return or refund queries, please contact:

Email: orders@icaruslabs.co.uk
Phone: +44 (0)1706 334178
Address: Icarus Labs, Tally Ho, Bushmead Rd, Upper Staploe, St Neots, PE19 5JF, United Kingdom

8. Governing Law

This policy is governed by the laws of the United Kingdom and is subject to our full Terms & Conditions.