Returns and Refunds Policy

Last updated: 19 October 2026

If something is wrong with your order, we will put it right. This policy does not affect your statutory rights.

Cancelling before dispatch

You can cancel your order free of charge at any time before it is dispatched. Email us with your order number and we will refund you in full.

Changed your mind

Research compounds: these are temperature-sensitive and sealed for your protection. You can return them within 14 days of delivery only if the parcel is unopened and the tamper-evident seal is intact. Once the seal is broken they cannot be returned, unless they are faulty, damaged or incorrect.
Bacteriostatic water and other lab supplies: you can return them unused and unopened within 14 days of delivery.
Email us within 14 days of delivery to tell us you are returning an item, then send it back within a further 14 days. You pay the return postage. We refund the product price and the standard delivery charge within 14 days of receiving the item.

Faulty, damaged, missing or incorrect items

Email hello@kinerislabs.com within 48 hours of delivery with your order number. This deadline is also printed on the packing slip in every parcel.
Attach photos of the item from at least three angles, plus the inner packaging, the outer parcel and the shipping label. A short unedited video of the parcel being opened helps us resolve claims faster. Please send the original files, not screenshots.
Keep the item and all packaging until your claim is closed. We may ask you to return the item, in which case we refund reasonable return postage if your claim is upheld.
Once your claim is verified, we will send a replacement or give you a full refund, whichever you prefer.

We check claims against our dispatch and batch records. Returned items are inspected and destroyed, never resold.

Our quality promise

If a product does not match the Certificate of Analysis published for its batch, we will replace it or refund you in full.

Lost parcels

See our Shipping Policy. We replace or refund lost parcels once Royal Mail confirms the loss.

Refunds

Refunds go back to your original payment method within 14 days of approval. Your bank may take a few more days to show it.

False claims

We treat edited or fabricated evidence, or claims for items that arrived intact, as fraud. We may decline the claim, close the account and report it to our payment provider and Action Fraud.

Contact

hello@kinerislabs.com · SHPP Ltd, trading as Kineris Labs, Suite 137, 5 High Street, Maidenhead, Berkshire, SL6 1JN, United Kingdom