For questions about a return, replacement or refund for a laboratory product, please contact Afraxis with your order details. The applicable order terms, product conditions and your statutory rights determine the options available for your request.
Reporting a delivery or product issue
Check your delivery when it arrives. If an item appears damaged, incorrect or incomplete, contact us promptly with your order reference, catalogue number, quantity and a description of the issue. Include the lot or batch number and photographs where available. Keep the packaging and follow the product's storage and safety instructions while your enquiry is reviewed.
Before sending a product back
Contact us before dispatching a return so that the appropriate return address, handling requirements and any necessary authorisation can be confirmed. Laboratory products may require temperature-controlled transport, special packaging or safety documentation. Do not send hazardous or temperature-sensitive materials without confirmed shipping instructions.
Return eligibility and order terms
Return eligibility can depend on the product, its condition, storage history and the terms agreed for your order. For a cancellation or change-of-mind request, contact us with your order reference so the applicable conditions can be checked. Do not assume that a return window, free return shipping or a refund guarantee applies unless it is confirmed in your order terms or required by law.
Refunds, replacements and costs
When you contact us, request confirmation of the proposed resolution, any documentation needed, return shipping arrangements and any applicable costs. Where a refund or replacement is agreed or legally required, its arrangements and expected timing should be confirmed for your case.
Your statutory rights
Nothing on this page limits rights or remedies that cannot be excluded under applicable law, including any rights relating to faulty or misdescribed goods. Consumer cancellation rights, where applicable, are separate from any voluntary returns arrangement.
Contact us about a return or refund