Refund policy

Refund and Returns Policy
Last updated: 29 September 2026

Who we are
Vitaluxe Labs is the trading name of Curtis Dodds, a sole trader.
Address (including returns): 6 Roseberry Place, Skelton, TS12 2GQ, United Kingdom
Email: vitaluxe@vitaluxelabs.co.uk. We reply within 24 hours, Monday to Friday.

All our products are sold for laboratory research use only and are not for human or veterinary use. This doesn't affect your rights under this policy or the law.

1. Changing your mind: your right to cancel
If you're buying as a consumer, you can cancel your order within 14 days without giving a reason, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
- The 14 days start the day after you (or someone you nominate) receive the goods. If your order arrives in more than one parcel, they start the day after the last parcel arrives.
- If your order hasn't been dispatched yet, email us and we'll cancel it and refund you in full.
- To cancel, tell us clearly before the 14 days end. Email vitaluxe@vitaluxelabs.co.uk with your order number, or use the cancellation form at the end of this policy (you don't have to use it).

2. Sealed items
Our products are supplied in sealed vials. Because they are sealed for health protection and hygiene reasons, the right to cancel does not apply to an item once its seal has been broken after delivery.
- If an item is unopened with its seal unbroken, you can cancel and return it for a refund (sections 1 and 3).
- If you open an item or break its seal, you can't return it just because you've changed your mind. Your rights if it is faulty, damaged or not as described (section 4) are not affected.

3. How to return an unopened item
- Email us for a returns reference, then post the item to 6 Roseberry Place, Skelton, TS12 2GQ within 14 days of telling us you're cancelling. Please include your returns reference so we can match the parcel to your order.
- Items must be unopened with the seal intact. Pack them securely.
- Unless the item is faulty or wrong, you pay the cost of returning it. We recommend a tracked service, such as Royal Mail Tracked, and keeping proof of postage.
- We'll refund the price of the item and the delivery charge you paid.
- We'll refund you within 14 days of receiving the item back, or of you sending us proof that you've returned it, whichever is sooner. Refunds go to your original payment method and we don't charge a fee.

4. Damaged, faulty or incorrect items
Under the Consumer Rights Act 2015, goods must be as described, of satisfactory quality and fit for purpose.
- If an item arrives damaged, faulty, leaking, with a broken seal, or isn't what you ordered, please email us as soon as you can, ideally within 48 hours of delivery. Include your order number and photos of the item, its label and the packaging. This helps us put things right and claim from Royal Mail. It doesn't limit your legal rights.
- Within 30 days of delivery, you can choose a full refund or a replacement.
- After 30 days (and up to six months), we'll offer a replacement first. If that isn't possible or doesn't fix the problem, we'll give you a refund.
- For damaged, faulty or wrong items, we pay return postage. We'll send you a prepaid Royal Mail label or refund your reasonable postage costs. Please don't open an item we sent in error.
-A problem caused by an item not being stored as stated on the manufacturer COA shown on the product page after delivery doesn't count as a fault.

5. Parcels that don't arrive
We send orders by Royal Mail Tracked 48. If your tracking hasn't updated or your parcel hasn't arrived within 7 working days of dispatch, email us. We'll check with Royal Mail and then send a replacement or refund you.

6. Business and institutional buyers
If you buy for a business, university or other organisation, the consumer cancellation rights in sections 1–2 don't apply. We'll still accept unopened items back on the same terms as section 3, and we'll always put right items that are damaged, faulty or incorrect.

7. Contact
vitaluxe@vitaluxelabs.co.uk, 6 Roseberry Place, Skelton, TS12 2GQ

Cancellation form
(Complete and return this form only if you want to cancel your order.)
To: Vitaluxe Labs (Curtis Dodds), 6 Roseberry Place, Skelton, TS12 2GQ, vitaluxe@vitaluxelabs.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods [*],
Ordered on [*] / received on [*],
Name of consumer(s),
Address of consumer(s),
Signature of consumer(s) (only if this form is notified on paper),
Date
[*] Delete as appropriate.