A clear returns process for products that arrive damaged or where the item supplied is not what was ordered.
Our voluntary returns policy is limited because the integrity, storage history and chain of custody of a research product cannot be verified once it has been delivered and leaves our control.
We therefore accept return requests where a product arrives damaged or where VOREVIA has supplied an item different from the item ordered. This policy does not affect any statutory rights that cannot lawfully be excluded.
If an item arrives damaged, please contact VOREVIA promptly with your order number, a description of the issue and clear photographs of the product and external packaging. Please retain the item and packaging until we confirm the next step.
If the product received is not the product shown on your order confirmation, contact us before opening or using the item. We will review the order and arrange an appropriate resolution where the fulfilment error is confirmed.
VOREVIA does not offer a general voluntary return or exchange service for correctly supplied, undamaged research products. Please review product details and your basket carefully before completing an order.
The same damaged-item and incorrect-item process applies to eligible international orders. Delivery delays, customs processing, import restrictions, duties or taxes are separate from a product return and are subject to the terms of the carrier and destination country.
Please contact VOREVIA before returning anything. Unauthorised returns may not be identifiable or capable of being processed correctly.
Provide your order number and a concise description of the damaged or incorrect item.
Where requested, send clear photographs showing the product, packaging, label and any visible damage.
Once the issue is verified, we will confirm the appropriate next step, which may include replacement or refund.
Do not send a product back until VOREVIA has confirmed that a return is required and provided the appropriate instructions. This helps ensure the parcel can be identified and handled correctly.
Where a refund is approved, it will normally be returned to the original payment method. Processing times after approval can vary depending on the payment provider.
Nothing on this page is intended to restrict statutory rights that apply under relevant consumer law. VOREVIA products are supplied strictly for laboratory research purposes only and are not intended for human consumption, therapeutic use, diagnostic use or veterinary use.
