Quick summary
- Change of mind (UK consumers): 14-day cancellation window on eligible items (see exclusions).
- Perishables & sterile goods: Generally not returnable once dispatched or unsealed (see §4).
- Faulty/damaged/misdescribed: We accept a return and refund you (refund-only; no repairs or replacements).
- Refunds: To the original payment method. We refund outbound standard delivery where required by law.
- Marketplace orders: If you bought via Amazon or eBay, start the return in that marketplace.
1) Scope
This policy applies to consumer purchases made on andex.co.uk and delivered within the UK. Different rules may apply to business/trade purchases and to orders placed on Amazon/eBay (§9).
2) Your right to cancel (change of mind)
You may cancel an eligible order within 14 days of receiving it.
How to cancel
- Email: andex@andex.co.uk with your order number and the items you wish to return.
- Once we confirm, you have 14 days to send the goods back.
Refunds for cancellations
- We refund the product price and the original standard delivery cost (if paid). Upgraded services (e.g., Next Day) are not refundable.
- Unless the item is faulty/damaged/misdescribed, you pay return postage and are responsible for the goods until we receive them.
3) Condition of returns
Returned items must be:
- Unused, in original packaging, with all seals and sterility indicators intact (where applicable).
- Packed securely. We recommend a tracked service and retaining proof of postage.
4) Items that cannot be returned (unless faulty or misdescribed)
For health/safety and perishability reasons, we cannot accept change-of-mind returns of:
- Perishable or temperature-sensitive products (e.g., agar plates, precast gels) once dispatched.
- Sealed sterile items that have been opened, unsealed, or contaminated.
- Custom or made-to-order products.
Need to cancel a perishable order? Email us immediately. If it hasn’t shipped, we’ll cancel and refund.
5) Faulty, damaged, or misdescribed items
If your order arrives damaged, faulty, or not as described, please email andex@andex.co.uk:
- Damage/shortage claims: within 48 hours of delivery.
- Faulty on arrival: within 30 days of delivery.
We’ll provide return instructions and, once received and verified, issue a refund. Your statutory rights are not affected.
6) How to start a return
- Email andex@andex.co.uk with your order number, items, and reason.
- We’ll reply with approval, an RMA (Return Merchandise Authorisation), and the return address.
- Send the parcel within 14 days of approval, including the RMA inside.
We do not accept cash-on-delivery returns.
7) Refund processing
- Refunds are issued to the original payment method within 3–5 business days after the return is received and inspected.
- Bank processing times may vary. We’ll email you once processed.
8) Undeliverable or refused parcels
If a parcel is returned to us as undeliverable or refused, we’ll refund the product price minus any unrecoverable shipping costs, provided the goods are eligible under §4 and arrive in resalable condition.
9) Amazon & eBay orders
If you purchased via Amazon or eBay, initiate the return through that marketplace to follow their timelines and label requirements.
10) Business/trade purchases
Change-of-mind returns for business orders are at our discretion. Faulty/damaged/misdescribed claims will be handled according to applicable law and this policy’s refund-only approach.
11) Contact