Refund policy

Return and Refund Policy

Last updated: 12 October 2026

Cancellations

You can cancel your order within 15 minutes of placing it. To cancel, email retaStudioUK@gmail.com with your name and order number within that time. If your cancellation is received within 15 minutes, we will cancel the order and give you a full refund.

After 15 minutes, orders are prepared for dispatch and can no longer be cancelled.

No returns

Our products are sold to laboratories, research organisations and professional buyers for research use. Because our vials are sterile, sealed items, we do not accept returns or give refunds if you change your mind, order the wrong item or no longer need it.

Faulty, damaged or incorrect items

If an item arrives faulty, damaged, or is not what you ordered, please email retaStudioUK@gmail.com within 48 hours of delivery with your order number and photos of the problem. Please do not use any damaged vial.

Once we have checked your claim, we will send a replacement or give you a full refund. We may ask you to return the item, in which case we will cover the return postage, or we may ask you to dispose of it safely instead.

How refunds are paid

Approved refunds are made to the debit card you paid with, within 14 days of us approving the refund.

Contact

For any questions, email retaStudioUK@gmail.com and we will reply within 2 working days. Nothing in this policy affects your statutory rights.