Returns Policy | Hormone Lab UK

Returns Policy | Hormone Lab UK: Hormone Lab UK is committed to selling high-quality products and services at approved standards. For a change-of-mind return, the kit must be unopened, unused and in good condition. This condition does not restrict your statutory rights for faulty or misdescribed goods. In addition, you must keep your receipt, invoice or order number as proof of purchase.

Retail Sales (Individual Customers): For orders placed on or after 20 October 2026, you may cancel a retail order without giving a reason by notifying us within 14 calendar days after the day you receive your kit. You then have a further 14 calendar days to return it. Orders placed before 20 October 2026 retain the previous 15-working-day notification period, or any more favourable terms agreed at purchase. Your statutory rights are unaffected. If a customer changes their mind to return our product, we will refund the eligible order, including standard outbound delivery where required by law, but the customer is responsible for change-of-mind return postage.

Wholesale (Clinics, Hospitals, Agents etc.): After receiving your product, you have seven working days to request a replacement or return. Wholesale customers must have a good reason (defect, broken etc.) to request a replacement or a return. We may not accept replacement or returns from wholesale buyers without a good reason. The shape, weight, package or colour of our products might be different than those shown on our website, and this cannot be a reason to request a replacement or return unless there is a significant difference in its function and quality.

If a wholesale customer changes their mind to return our product, they will be entitled to a full refund but be responsible for shipping costs.

Please note that each order is checked twice before being shipped. We will be responsible for all the shipping charges incurred if we should send the wrong or a defective item.

Please use a trackable/traceable service when returning the product for replacement or refund.

Refund: As soon as we receive a product for return, we will start processing with a full refund within two working days. If you ask for a replacement, we will reimburse any cost difference as soon as possible.