Refund policy

Returns & Refund Policy

1. Eligibility for Returns

• You have 30 calendar days from receipt of your order to request a return.

• Items must be unused, in original condition, with all labels, seals, packaging, and documentation intact.

• Custom-made, bespoke, or bespoke-tooling items (e.g. made-to-order blood collection tubes, lab consumables) are non-returnable, unless faulty.

2. Faulty or Damaged Goods

• If your item is faulty, damaged in transit, or not as described, contact us within 30 days of delivery.

• We will provide a prepaid returns label and offer your choice of:

  • Full refund to your original payment method, or

  • Replacement item (subject to availability).

3. Change of Mind

• For change-of-mind returns (office, lab stock errors, etc.), you are responsible for return shipping costs.

• Once received and inspected, we’ll provide a refund minus any outbound delivery costs.

4. Return Process

1. Email sales@regina.co.uk or call 01782 565 646 with your:

   • Order number

   • Item(s) to return

   • Reason for return

2. We’ll issue a Returns Merchandise Authorisation (RMA) and provide return instructions.

3. Ship the item back within 14 days, in original packaging.

4. Refunds are processed within 14 days of receiving and inspecting the return.

5. Refunds

• Refunds are made using the original payment method.

• Standard processing time is up to 14 days after inspection.

• If a delivery surcharge was charged on the original order, this will not be refunded unless the return is due to our error or a faulty item.

6. Restocking and Fees

• We do not charge a restocking fee for UK orders if goods are returned in original condition.

• However, we reserve the right to deduct reasonable costs for poor packaging or missing items.

7. Exceptions

• Non-returnable goods: bespoke lab consumables, made-to-order tooling, opened safety items.

• These are identified at point of purchase. Faulty or misdescribed bespoke items remain eligible for return under consumer law.

8. Consumer Rights

• This policy complements your statutory rights under the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015.

• You retain the right to cancel within 14 days of receiving your order for goods purchased online, with full refund including standard delivery costs.

• Additionally, you benefit from the higher level of protection under our 30-day period.

9. Contact Us

• Email: sales@regina.co.uk

• Telephone: 01782 565 646 (Mon–Fri, 9am–5pm)

• **Address for returns:**
  Regina Industries Ltd
  Brookhouse Road
  Parkhouse Industrial Estate
  Newcastle-under-Lyme
  Staffs ST5 7RU
  United Kingdom

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