Last updated: 21 August 2026
Avion BioLabs Ltd aims to provide a clear and fair returns process.
Nothing in this policy limits or removes any statutory rights available to consumers under applicable UK law.
CANCELLING BEFORE DISPATCH
If you wish to cancel an order that has not yet been dispatched, contact us as soon as possible at:
support@avionbiolabs.co.uk
Where cancellation remains possible, we will cancel the order and refund the amount paid to the original payment method.
CHANGE-OF-MIND CANCELLATION
Where you are purchasing as a consumer, you will normally have 14 days from receipt of your goods to notify us that you wish to cancel the purchase, subject to applicable statutory exceptions.
You do not need to provide a reason.
To notify us, email:
support@avionbiolabs.co.uk
Please provide:
- your name;
- your order number;
- the product or products concerned; and
- a clear statement that you wish to cancel the purchase.
After notifying us of cancellation, you normally have a further 14 days to return eligible goods.
CONDITION OF CHANGE-OF-MIND RETURNS
Where reasonably possible, products returned following a change of mind should be:
- unused;
- unopened;
- complete;
- undamaged;
- in their original packaging; and
- appropriately packaged for return.
Some products may be supplied in sealed packaging for contamination control, product integrity, safe handling or other legitimate purposes.
Where a statutory exception to the right of cancellation lawfully applies after sealed goods have been unsealed, we reserve the right to rely on that exception.
We will not apply an exception where it does not legally apply.
This does not affect your statutory rights regarding faulty, damaged, misdescribed or incorrectly supplied goods.
FAULTY, DAMAGED OR INCORRECT GOODS
Contact us if:
- you receive the wrong product;
- an incorrect quantity is supplied;
- a product arrives damaged;
- a product is defective; or
- a product materially differs from its description.
Email:
support@avionbiolabs.co.uk
Providing photographs of damaged products and packaging may help us resolve the matter more quickly.
Where the problem is our responsibility, an appropriate remedy will be provided in accordance with applicable law. This may include a replacement, refund or return at our expense.
HOW TO RETURN GOODS
Do not return goods to our registered office without first obtaining return instructions.
Contact:
support@avionbiolabs.co.uk
We will provide the appropriate return address and instructions where a physical return is required.
Customers are responsible for ensuring returned goods are securely packaged.
RETURN DELIVERY COSTS
For an eligible change-of-mind return, the customer will normally be responsible for the direct cost of returning the goods.
Where goods are faulty, damaged, misdescribed or incorrectly supplied, Avion BioLabs will bear reasonable return costs where a return is required.
REFUNDS
Refunds will normally be made using the original payment method.
Where a statutory cancellation right applies, refunds will be issued within the period required by applicable law.
This will normally be no later than 14 days after:
- we receive the returned goods; or
- you provide acceptable evidence that the goods have been returned,
whichever occurs first.
Where legally required, the refund will include the standard outbound delivery cost originally paid.
If you selected a delivery method more expensive than our standard service, any additional premium delivery cost may not be refundable.
Banks and payment providers may require additional processing time before a completed refund appears in your account.
REDUCTION IN VALUE
Where permitted by applicable law, we may make an appropriate deduction from a refund if goods have been handled beyond what is reasonably necessary to establish their nature, characteristics or condition and that handling has reduced their value.
PRODUCTS THAT CANNOT BE RETURNED FOLLOWING A CHANGE OF MIND
A change-of-mind return may not be available where a statutory exception applies, including where relevant goods:
- have been used;
- cannot reasonably be resold because of their condition;
- have been damaged through improper handling;
- have been damaged through failure to follow storage requirements; or
- fall within another lawful exception to cancellation rights.
Any statutory rights relating to faulty, damaged, misdescribed or incorrectly supplied products remain unaffected.
STORAGE AND HANDLING
Customers should follow all storage and handling instructions displayed on:
- the product label;
- the product page; or
- accompanying documentation.
Damage resulting from failure to follow appropriate storage or handling instructions may not constitute a product defect.
CONTACT
Returns and refund enquiries:
support@avionbiolabs.co.uk
Avion BioLabs Ltd
Company No. 17277509
Registered in England and Wales
Registered Office:
14E Docklands Business Centre
10–16 Tiller Road
London
E14 8PX
United Kingdom