Refund policy

Last updated: 4 October 2026

Important information before ordering

HAYU Biomedical Limited supplies specialist laboratory, life-science and research products. Many of our products are temperature sensitive, require controlled storage or specialist transportation, or are sourced specifically from manufacturers and suppliers to fulfil a customer's order.

Please check the product specification, catalogue number, pack size, selected variant, compatibility, application and storage requirements carefully before ordering.

For business and institutional customers, orders cannot normally be cancelled, returned or refunded at the customer's request once the order has been accepted.

For consumers, where statutory cancellation rights apply, eligible purchases may be cancelled within the applicable 14-day cancellation period. For an ordinary change-of-mind return, the customer is responsible for the direct cost of returning the goods. We do not operate a standard exchange service.

Goods that are faulty, damaged, misdescribed or incorrectly supplied are dealt with separately. Where HAYU Biomedical is responsible, we will provide an appropriate remedy and cover reasonable authorised return costs where applicable.

Nothing in this policy excludes, limits or overrides statutory rights that cannot legally be excluded or limited.

1. Scope of this policy

This Refund, Returns & Cancellation Policy applies to products supplied by HAYU Biomedical Limited ("HAYU Biomedical", "we", "us" or "our").

We purchase products from manufacturers and suppliers for resale, including:

  • Molecular biology reagents and kits

  • Laboratory consumables

  • Plant tissue culture products

  • Chemicals and research products

  • Laboratory equipment and instruments

  • Laboratory plastics and accessories

  • Other scientific and laboratory solutions

Many of these products are temperature sensitive and require controlled storage, specialist transportation or careful handling. Others are procured specifically from manufacturers or suppliers to fulfil a customer's order.

Different rules may apply depending on whether you are purchasing as a business customer or as a consumer.

By placing an order, you confirm that you have read this policy. Nothing in this policy affects statutory rights that cannot legally be excluded.

2. Check product details before ordering

Please read the specification and product information carefully before placing an order.

You should check:

  • Product name and catalogue number

  • Product specifications and intended applications

  • Pack size and quantity

  • Selected variant

  • Compatibility with your equipment, methods and intended use

  • Storage and handling requirements

  • Transportation requirements

  • Available specifications, protocols, Safety Data Sheets (SDS) and other technical documentation

If anything is unclear or you need assistance selecting a suitable product, please contact us before ordering:

sales@hayubiomedical.co.uk

For business purchases, we do not accept returns merely because the wrong product, catalogue number, pack size or variant was selected, or because the goods are subsequently no longer required.

This does not affect claims arising from an incorrect product description or advice for which HAYU Biomedical is legally responsible.

3. Business and institutional orders

Purchases made wholly or mainly for business or professional purposes are business-to-business transactions.

This includes, for example, purchases by:

  • Companies

  • Universities

  • Research laboratories

  • Healthcare organisations

  • Government and public institutions

  • Distributors and resellers

  • Pharmaceutical and biotechnology organisations

  • Research establishments

  • Other professional or commercial organisations

When a business order is accepted

A business order is accepted when we:

  • Confirm acceptance in writing;

  • Accept payment against a proforma invoice; or

  • Dispatch the goods,

as applicable under our Terms of Service.

An automatic order-confirmation email generated after online checkout confirms that we have received the order. It does not necessarily constitute acceptance of the order.

Accepted business orders are final

Once a business order has been accepted, it is considered final.

We do not normally accept cancellation, return, exchange or refund requests resulting from:

  • A change of mind

  • Customer ordering errors

  • Selection of an incorrect product

  • Selection of an incorrect catalogue number

  • Selection of an incorrect pack size or variant

  • Goods subsequently becoming unnecessary

  • Changes to the customer's project or requirements

unless we expressly agree otherwise in writing or applicable law requires otherwise.

Orders placed with our suppliers

Once we have placed an order with a manufacturer or supplier to fulfil your purchase, we cannot normally cancel the order, accept a return or issue a refund at the customer's request.

Supplier commitments, procurement costs, international transportation costs and specialist handling requirements may already have been incurred even where the goods have not yet been dispatched to the customer.

If we are unable to supply an accepted order, for example because the product becomes unavailable, we will provide an appropriate remedy, including refunding the amount paid for the affected item where applicable.

These provisions do not remove rights relating to goods that are faulty, damaged, misdescribed or incorrectly supplied, or any rights that cannot legally be excluded.

4. Temperature-sensitive and controlled-storage products

Many molecular biology reagents, biological products and other laboratory products require refrigerated, frozen or otherwise controlled conditions during transportation and storage.

For business purchases, we do not accept change-of-mind returns of temperature-sensitive products, including unopened products, once the order has been accepted.

After delivery, we cannot independently verify the product's complete storage history, temperature exposure or cold-chain integrity. Such goods therefore may not be suitable for resale.

For consumer purchases, temperature-sensitive goods may be excluded from statutory cancellation rights where the relevant legal conditions are satisfied, including where goods are liable to deteriorate or expire rapidly.

The fact that a product is described as temperature sensitive does not, by itself, remove statutory consumer rights.

Customers should arrange for prompt receipt of temperature-sensitive deliveries and store the products immediately according to the manufacturer's instructions.

If you suspect a temperature-control failure during transportation:

  • Contact us promptly;

  • Retain the original packaging;

  • Retain any temperature indicators or monitoring information;

  • Take appropriate photographs where relevant; and

  • Continue to follow the manufacturer's storage instructions while we investigate.

5. Contact us before returning any product

Please do not dispatch a product back to HAYU Biomedical without contacting us first.

Contact us so that we can provide:

  • Written return authorisation where appropriate;

  • The correct return address;

  • Appropriate transportation instructions; and

  • Any necessary safety, handling or documentation requirements.

Sales and returns:
sales@hayubiomedical.co.uk

Please provide:

  • Customer or organisation name

  • Order or invoice number

  • Product name

  • Catalogue number

  • Quantity affected

  • Lot or serial number, where applicable

  • Reason for the return or claim

  • Photographs of damage, incorrect goods or packaging issues where relevant

Do not send returned products to our registered office unless we specifically instruct you to do so.

Unauthorised returns may be refused where legally permitted.

This procedure does not restrict a consumer's statutory right to notify us of cancellation or exercise other legal rights.

6. Damaged, defective, missing or incorrectly supplied products

Please inspect deliveries promptly after receipt.

Where a parcel arrives visibly damaged, we recommend recording the damage with the carrier where possible and photographing the external packaging before opening it.

Please contact us as soon as reasonably possible if a product:

  • Arrives damaged;

  • Appears defective;

  • Does not match the product ordered;

  • Does not match its description;

  • Is missing from the delivery;

  • Has been supplied in an incorrect quantity;

  • Has been incorrectly supplied; or

  • Shows evidence of a transportation or temperature-control failure.

For business customers, we ask that visible damage, shortages or incorrectly supplied products are reported within 48 hours of delivery.

This is a request for prompt notification and does not remove any rights that cannot legally be excluded.

We may request reasonable evidence, including:

  • Photographs

  • Batch or lot information

  • Serial numbers

  • Product packaging

  • Transportation information

  • Temperature-monitoring information

Where a claim is established, we will provide an appropriate remedy according to the circumstances, applicable law and contractual rights.

This may include:

  • Repair

  • Replacement

  • Refund

  • Agreed credit

  • Another appropriate remedy

Where goods are confirmed to be faulty, damaged in transit or incorrectly supplied, HAYU Biomedical will cover reasonable authorised return costs or arrange an appropriate return method where applicable.

A valid claim will not be refused solely because our manufacturer or supplier does not accept returns.

7. Consumer cancellation rights

This section applies to individuals purchasing wholly or mainly for purposes outside their trade, business, craft or profession.

Where statutory distance-selling cancellation rights apply, you may cancel an eligible purchase without giving a reason by notifying us within 14 days after the day you receive the goods.

Where applicable, you may also cancel before delivery.

After notifying us of cancellation, you must return the goods within a further 14 days, unless we arrange collection or another return method.

Condition of returned goods

You may handle goods only as far as reasonably necessary to establish their:

  • Nature

  • Characteristics

  • Functioning

Where permitted by law, we may make an appropriate deduction from a refund for any reduction in value resulting from handling beyond what is reasonably necessary.

Cost of an ordinary change-of-mind return

For an eligible consumer return resulting from a change of mind, the customer is responsible for the direct cost of returning the goods to HAYU Biomedical.

Returns will normally be made by mail or an appropriate courier, following the return instructions provided by us.

We recommend using a tracked service and suitable insurance where the customer arranges transportation.

For goods that cannot normally be returned by post, information about return costs will be provided before purchase where required by law.

Original delivery charges

Where statutory cancellation rights apply, we will refund the product price together with the cost of our least expensive standard delivery option, where required.

If you selected enhanced, express, expedited or another more expensive delivery service, the additional amount paid above our standard delivery charge is not normally refundable except where required by law.

8. Exchanges

HAYU Biomedical does not operate a standard exchange service.

If you have ordered an incorrect product and wish to purchase a different product, please contact us.

For business customers, an accepted order cannot normally be exchanged because the wrong product was selected.

Where goods are faulty, damaged, misdescribed or incorrectly supplied, an appropriate remedy may include replacement rather than an exchange, depending on the circumstances and applicable law.

9. Products with return restrictions

For business purchases, change-of-mind returns are not accepted once an order has been accepted, regardless of product type, unless we expressly agree otherwise or applicable law requires otherwise.

For consumer purchases, statutory cancellation exceptions apply only where the relevant legal requirements are satisfied.

Depending on the circumstances, these may include:

  • Goods liable to deteriorate or expire rapidly;

  • Goods made to the consumer's specifications;

  • Clearly personalised products;

  • Qualifying custom primers, probes and oligonucleotides;

  • Sealed goods that are unsuitable for return for health-protection or hygiene reasons where the seal has been broken after delivery; and

  • Other products falling within a statutory cancellation exception.

A standard product does not become custom-made merely because we order it specifically from a manufacturer or supplier.

Similarly, opening a product or selling a product at a clearance price does not automatically remove statutory consumer rights.

Return restrictions do not remove rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.

10. Special-order and custom-made products

Special-order and custom-made products may be sourced, reserved, manufactured, prepared or configured specifically to fulfil a customer's requirements.

For business purchases, these orders are non-cancellable and non-returnable once accepted unless HAYU Biomedical expressly agrees otherwise in writing.

Customers should verify all relevant information before submitting an order, including:

  • Specifications

  • Catalogue numbers

  • Sequences

  • Quantities

  • Pack sizes

  • Configurations

  • Compatibility requirements

For consumer purchases, cancellation exclusions apply only where permitted by applicable law.

Rights concerning faulty, damaged, misdescribed or incorrectly supplied goods remain unaffected.

11. Equipment and instruments

Please contact us promptly if laboratory equipment or an instrument arrives:

  • Damaged

  • Incomplete

  • Incorrect

  • Apparently defective

Authorised equipment returns should include the supplied accessories, cables, manuals, certificates and packaging where reasonably available.

Missing original packaging does not by itself remove statutory consumer rights.

Equipment that has been used in a laboratory, clinical or research environment may require a signed decontamination certificate or other safety documentation before it can be returned.

Do not dispatch equipment presenting biological, chemical, radiological or other hazards without our written transportation instructions.

Manufacturer warranties may provide additional remedies but do not replace HAYU Biomedical's obligations under applicable law.

12. Return packaging and transportation

Authorised returns must be packaged securely and in accordance with:

  • Our return instructions;

  • Manufacturer requirements where applicable;

  • Carrier requirements;

  • Applicable safety requirements; and

  • Relevant transport regulations.

Hazardous, biological, chemical, refrigerated, frozen or otherwise regulated products must not be dispatched without appropriate arrangements and our specific transportation instructions.

Where the customer is responsible for arranging a return, we recommend using:

  • Tracked transportation;

  • Suitable protective packaging; and

  • Appropriate insurance.

Responsibility for loss or damage during return transportation will be determined according to applicable law and the agreed return arrangements.

13. Refunds

Approved refunds will normally be made using the original payment method.

For payments made by bank transfer, we may request verified account information before processing the refund.

Consumer refunds

Where statutory consumer cancellation rights apply, refunds will be made without undue delay and within the applicable statutory deadline.

Where permitted by law, we may withhold the refund until:

  • We receive the returned goods; or

  • You provide evidence that the goods have been sent back,

whichever occurs first.

Where the order is cancelled before goods are dispatched, different statutory timing requirements may apply.

Refunds relating to faulty goods will be handled according to applicable statutory requirements.

Business refunds and credits

Any agreed business refund or credit will be processed within a reasonable period following assessment and agreement.

Any deduction will be lawful and consistent with the applicable terms and agreed arrangements.

Third-party charges

Third-party costs are not normally refundable unless HAYU Biomedical is legally responsible for them.

These may include:

  • Bank charges

  • Currency-conversion charges

  • Customs charges

  • Import duties

  • Brokerage fees

  • Third-party clearance costs

14. International orders and returns

HAYU Biomedical supplies customers within the United Kingdom and selected international destinations, as described in our Shipping Policy and according to the products and services available for the relevant destination.

International customers must contact us before dispatching any return so that appropriate transportation, customs and handling arrangements can be agreed.

International returns must comply with applicable:

  • Export requirements

  • Import requirements

  • Customs requirements

  • Dangerous-goods regulations

  • Carrier requirements

  • Temperature-control requirements where applicable

For an eligible ordinary change-of-mind consumer return, the customer is responsible for the direct return shipping cost, subject to applicable mandatory consumer law.

For goods confirmed to be faulty, damaged in transit or incorrectly supplied, HAYU Biomedical will agree an appropriate remedy and reasonable authorised return arrangements.

Responsibility for shipping, customs, clearance and related costs will depend on:

  • The reason for the return;

  • The agreed return arrangements; and

  • Applicable law.

Mandatory consumer rights available under applicable law remain unaffected.

15. Requests to amend an order

If you discover an error after placing an order, please contact us immediately:

sales@hayubiomedical.co.uk

For business orders, amendments after acceptance are at our discretion and cannot be guaranteed.

Once we have:

  • Placed an order with our supplier;

  • Reserved stock;

  • Begun production;

  • Started customisation; or

  • Incurred procurement commitments,

changes may no longer be possible.

Any applicable statutory consumer cancellation rights remain unaffected.

16. Statutory rights

Consumers are entitled to goods that comply with applicable consumer law, including requirements relating to description, satisfactory quality and fitness for purpose where applicable.

Depending on the circumstances and applicable law, remedies may include:

  • Rejection

  • Repair

  • Replacement

  • Price reduction

  • Refund

Nothing in this policy excludes, restricts or overrides statutory rights or any other rights that cannot legally be excluded.

17. Contact details

HAYU Biomedical Limited
Company number: 12363916
Registered in England and Wales

General enquiries:
info@hayubiomedical.co.uk

Sales, returns and order enquiries:
sales@hayubiomedical.co.uk

Website:
hayubiomedical.co.uk