Returns & refunds

Cancelling an order (change of mind)

For ordinary eligible goods bought online, you may tell us that you wish to cancel within 14 days of the day you receive the goods. You do not need to give a reason.

After telling us, please send the goods back within a further 14 days.

How to cancel or request a return

Any clear statement that you wish to cancel is enough — there is no special form you have to use. Email support@voryxionlabs.co.uk with your order reference and what you would like to do, and we will confirm the next steps.

If you prefer, you may use a standard cancellation wording such as “I hereby give notice that I cancel my contract of sale for the following goods…”, but this is entirely optional.

Please do not send products back without contacting us first. Email support@voryxionlabs.co.uk before returning anything so we can review your request and, where a physical return is needed, give you the correct return instructions and address. This helps us handle your return properly — it does not restrict your statutory rights.

Once your return or claim has been reviewed, we will supply the appropriate return instructions and, if a physical return is required, the return address to use. Our current returns address is Voryxion Labs (Returns) 51 Cobden Avenue Baffins Portsmouth Hampshire PO3 6NB United Kingdom, but please still wait for confirmation before posting.

Your order reference is shown on the confirmation screen and in order history.

Refunds

Where you cancel validly, we refund the price you paid for the goods together with the basic outbound delivery cost — that is, the least expensive standard delivery option we offer. If you chose a more expensive delivery option, the extra cost above our standard rate is not refunded.

Refunds are processed within 14 days of receiving the goods back, or from the day you supply evidence that the goods have been sent back, whichever is earlier.

Refunds are made using the same payment method used for the original transaction, unless we agree otherwise with you.

Bank transfer refunds are returned to the account the payment came from. Where an order was paid in native SOL, refunds are made in SOL to a wallet address you confirm with us; the SOL amount is calculated from the pounds sterling value refunded, and network fees and market movement between payment and refund are outside our control.

Return postage

For a change-of-mind cancellation, you may be responsible for the direct cost of returning the goods to us, where this is permitted and where it was disclosed to you before you bought. This does not apply to goods that are faulty, damaged, incorrect or not as described — in those cases we cover the cost of return.

Handling returned goods

You may handle the goods as you reasonably would in a shop to check their nature, characteristics and functioning. Where the law allows, a refund may be reduced if the value of the goods has been diminished by handling beyond that. We do not charge restocking fees.

Sealed, opened & tampered products

Research products require controlled handling and unbroken chain-of-custody integrity. For a change-of-mind cancellation, items must be returned unopened and unused, with original seals and tamper-evident packaging intact.

Products that have been opened, reconstituted, used, materially altered or tampered with cannot be returned to sale or reintroduced into inventory.

Where the statutory sealed-goods exception for health protection or hygiene genuinely applies to a specific product, the change-of-mind cancellation right for that item may cease once the relevant seal is broken. This is assessed item by item — we do not claim the exception applies automatically to everything we supply, and where it applies it is stated on that product's page.

None of this affects your statutory rights where goods are faulty, damaged, incorrect or not as described.

Chain-of-custody & returned inventory

Any returned research product whose seal or chain of custody has been compromised is quarantined and is never returned to saleable inventory. This is an inventory-safety rule about what we can resell; it is not a blanket exclusion of your statutory remedies.

Damaged, missing or incorrect orders

Please contact support@voryxionlabs.co.uk as soon as reasonably possible — ideally within 7 days of delivery — with your order number and, where relevant, photographs of the parcel, shipping label, outer and inner packaging, seals and the affected item.

The 7-day window is only so we can investigate promptly while evidence is fresh. It does not shorten or remove your statutory consumer rights, and a later report is not automatically invalid.

For confirmed transit damage, missing items or an incorrect item, we will normally offer a replacement at no additional charge where that is appropriate and stock is available. If a replacement is appropriate but the item is unavailable or discontinued, we may offer a refund where appropriate. Replacement is not your only option: your statutory entitlements — including the short-term right to reject for a refund, repair, replacement, price reduction or a final right to reject — continue to apply, and refunds are not at our discretion where the law gives you a right to one.

When a change-of-mind return may be refused

• Goods that have been opened, used, reconstituted or tampered with, where a valid legal exception applies or the cancellation right has otherwise ceased.
• Goods materially damaged or improperly stored by you after delivery, where the law permits a reduction or refusal.
• Returns sent without following the reasonable return instructions we give you, where that causes loss of or damage to the goods.

These points apply only to change-of-mind cancellations. They do not apply to faulty, damaged, incorrect or misdescribed goods, and they do not remove any statutory right.

Other statutory exceptions

A limited number of categories are treated differently in law — for example goods made to your specification and goods liable to deteriorate quickly. Where an exception applies to a specific item, it is stated on that product's page. We do not apply a blanket “no returns” or “all sales final” rule.

Faulty, damaged, incorrect or not as described

Separately from cancellation, if goods are faulty, damaged in transit, incorrect or not as described, you have statutory remedies under the Consumer Rights Act 2015: a short-term right to reject for a refund shortly after delivery, and after that a right to repair or replacement, and a price reduction or final right to reject if that fails. Return postage in these cases is at our cost, and nothing in this policy limits those rights.

Contact

Returns enquiries: support@voryxionlabs.co.uk. Postal enquiries can be sent to Voryxion Labs, 51 Cobden Avenue, Baffins, Portsmouth, Hampshire, PO3 6NB, United Kingdom.