Refund policy

RETURN AND REFUND POLICY

Last updated: 1 September 2026

This Return and Refund Policy applies to products supplied by HAYU Biomedical Limited (“HAYU Biomedical”, “we”, “us” or “our”).

We supply laboratory consumables, molecular biology reagents, chemicals, research products, equipment and related laboratory solutions. Certain products require controlled storage, specialist transportation or manufacture specifically for a customer. Consequently, return eligibility depends on the product type, condition and reason for return.

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

  1. CONTACT US BEFORE RETURNING ANY PRODUCT

Customers must contact us before returning an item and obtain written return authorisation.

Email: sales@hayubiomedical.co.uk

Please provide:

• Customer or organisation name
• Order or invoice number
• Product name and catalogue number
• Quantity affected
• Lot or serial number, where applicable
• Reason for requesting the return
• Photographs of any damage, incorrect item or packaging issue

Products returned without prior written authorisation may be refused or returned to the sender.

We will provide the authorised return address and any applicable handling or transportation instructions. Please do not send products to our registered office unless we specifically instruct you to do so.

  1. DAMAGED, DEFECTIVE OR INCORRECT PRODUCTS

Please inspect all deliveries promptly upon receipt.

If a parcel arrives visibly damaged, where reasonably possible, record the damage with the carrier and photograph the outer packaging before opening it.

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

• Arrives damaged or defective
• Is not the product ordered
• Is missing from the delivery
• Has been supplied in an incorrect quantity
• Has experienced an apparent temperature-control or transportation failure

For business customers, visible damage, delivery shortages or incorrect items should preferably be reported within 48 hours of delivery. Failure to report within this period will not affect any legal rights that cannot be excluded.

We may request photographs, packaging, temperature-monitoring information, batch details or other reasonable evidence before approving a replacement, credit or refund.

Where a claim is accepted, we may arrange a replacement, repair, credit or refund, as appropriate. HAYU Biomedical will cover reasonable return costs for products confirmed to be faulty, damaged in transit or supplied incorrectly.

  1. CHANGE-OF-MIND RETURNS BY CONSUMERS

This section applies when the purchaser is acting as a consumer rather than for business, professional, research or institutional purposes.

Subject to the exclusions below, a consumer purchasing at a distance may cancel an order without giving a reason by notifying us within 14 days after the day on which the goods are received.

After notifying us of the cancellation, the consumer must return the goods within a further 14 days.

Returned products must be handled only to the extent reasonably necessary to establish their nature, characteristics and functioning. We may reduce a refund where handling beyond this has diminished the product’s value.

The consumer is responsible for the direct cost of a change-of-mind return unless we agree otherwise or the goods were faulty, damaged or supplied incorrectly.

Where the legal right to cancel applies, we will refund the product price and the cost of our least expensive standard delivery option. Additional charges for express, specialist or enhanced delivery selected by the customer are not refundable beyond the cost of standard delivery.

  1. BUSINESS-TO-BUSINESS RETURNS

Orders placed by companies, universities, laboratories, healthcare organisations, distributors, public institutions, research establishments and other professional customers are treated as business-to-business transactions.

Business customers do not have an automatic change-of-mind cancellation right unless this has been expressly agreed in writing.

A request to return an eligible standard-stock product should be submitted within seven calendar days of delivery. Approval is at our discretion and may be subject to:

• The product being unused, unopened and in resaleable condition
• The original seals, labels and packaging remaining intact
• Satisfactory verification of storage and handling conditions
• A restocking or administration charge disclosed before the return is accepted
• Deduction of delivery, collection, inspection or supplier charges reasonably incurred

No business return is accepted until we issue written authorisation.

  1. PRODUCTS THAT CANNOT NORMALLY BE RETURNED

Except where a product is faulty, damaged, incorrectly supplied or return is otherwise required by law, we cannot normally accept returns of:

• Opened reagents, chemicals, diagnostic products or molecular biology products
• Products with broken, removed or altered seals
• Temperature-sensitive, refrigerated or frozen products where storage integrity can no longer be independently verified
• Products liable to deteriorate or expire rapidly
• Sterile products, contamination-sensitive products or goods that cannot safely be resold after opening
• Products customised, personalised, configured or manufactured to the customer’s specification
• Custom oligonucleotides, primers, probes, sequences or other made-to-order biological products
• Special-order, non-stock or supplier-procured products ordered specifically for the customer
• Products damaged through misuse, unsuitable storage, contamination, incorrect installation or failure to follow manufacturer instructions
• Products with missing labels, components, accessories, manuals, certificates or original packaging
• Clearance products expressly sold as final sale, where legally permitted

Legal exclusions from cancellation rights will apply only where the relevant statutory conditions are satisfied.

  1. SPECIAL-ORDER AND CUSTOM-MADE PRODUCTS

Special-order and custom-made products may be sourced, manufactured or reserved specifically for a customer after an order is accepted.

Such orders cannot normally be cancelled, amended or returned once procurement, production, customisation or supplier processing has begun.

We will inform customers where an order is non-cancellable or subject to supplier cancellation charges. This does not affect rights relating to faulty, damaged, misdescribed or incorrectly supplied products.

  1. EQUIPMENT AND INSTRUMENT RETURNS

Equipment and instruments must not be installed, operated or used if a return is being considered, except for reasonable inspection permitted by law.

Approved equipment returns must include all original packaging, accessories, cables, manuals, certificates and supplied components.

Before returning equipment that has entered a laboratory or clinical environment, the customer may be required to provide a signed decontamination certificate. We may refuse to handle equipment that could present a biological, chemical, radiological or other safety risk.

Manufacturer warranty conditions may apply to equipment faults. Depending on the circumstances, we may arrange inspection, troubleshooting, repair, replacement or another appropriate remedy.

  1. RETURN PACKAGING AND TRANSPORTATION

The customer must package authorised returns securely and in accordance with our instructions and all applicable transport, safety and carrier requirements.

Hazardous, biological, chemical, frozen, refrigerated or otherwise regulated products must not be returned without our specific written instructions.

For change-of-mind returns, the customer remains responsible for the goods until they are received at the authorised return location. We recommend using a tracked and appropriately insured delivery service.

We are not responsible for loss or damage caused by inadequate packaging or unauthorised return transportation, except where responsibility cannot legally be excluded.

  1. REFUNDS

Once an authorised return is received, we will inspect it and notify the customer whether the refund has been approved.

Approved refunds will normally be made using the original payment method. Where an order was paid by bank transfer, we may request verified account details before issuing the refund.

Consumer refunds will be processed within the time required by applicable law, normally no later than 14 days after we receive the returned goods or acceptable evidence that they have been sent back.

For approved business returns, refunds or credit notes will be processed within a reasonable period after inspection and may be subject to previously agreed deductions or charges.

Bank, currency-conversion, customs, import, brokerage and third-party charges are not refundable unless the charge resulted from our error or refund is required by law.

  1. INTERNATIONAL RETURNS

International customers must contact us before returning any product.

The customer is responsible for complying with export, import, customs, dangerous-goods and carrier requirements. The customer must not return goods in a manner that causes HAYU Biomedical to incur unapproved customs duties, taxes or clearance charges.

For change-of-mind or discretionary international returns, shipping, customs and clearance costs are normally the customer’s responsibility.

Where goods are confirmed to be faulty, damaged or incorrectly supplied, we will agree an appropriate remedy and reasonable return arrangements with the customer.

  1. CANCELLING AN ORDER BEFORE DISPATCH

Contact us immediately at sales@hayubiomedical.co.uk if you wish to cancel or amend an order.

We will try to accommodate the request, but cancellation cannot be guaranteed after an order has been accepted, dispatched, placed with a supplier or entered production.

Any applicable statutory consumer cancellation rights remain unaffected.

  1. STATUTORY RIGHTS

Consumers are entitled to receive goods that are as described, fit for purpose and of satisfactory quality. Consumers may have rights to reject faulty goods or request repair, replacement, price reduction or refund under applicable UK law.

Nothing in this policy removes, restricts or replaces those rights.

  1. CONTACT DETAILS

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

General enquiries: info@hayubiomedical.co.uk
Sales and returns: sales@hayubiomedical.co.uk
Website: https://hayubiomedical.co.uk