SPX LABS · CUSTOMER INFORMATION
Refund & Return Policy
Last updated: 6 September 2026
The SPX Labs Refund Policy explains how we handle online order cancellations, returns, sealed products, damaged or incorrect goods and refunds for orders placed through spxlabs.co.uk.
Nothing in this policy affects your statutory rights.
1. Cancelling an Online Order
Where UK statutory cancellation rights apply to your purchase, you will normally have 14 days after receiving the goods to tell us that you wish to cancel your order.
To request cancellation, contact us at info@spxlabs.co.uk and provide your order number and a clear statement that you wish to cancel.
Where a valid cancellation right applies, goods should normally be returned within 14 days after you notify us of your decision to cancel, unless a different legal period applies.
2. Unopened and Sealed Products
Where statutory cancellation rights apply, unopened products that remain sealed and in suitable condition may be returned following prior contact with SPX Labs.
Please contact us before sending any return so that we can provide the appropriate return instructions and return address.
Unless the goods are faulty, damaged, incorrectly supplied or otherwise not in conformity with your statutory rights, the customer may be responsible for the direct cost of returning unwanted goods where permitted by law.
3. Opened, Unsealed or Altered Products
Research compounds require appropriate handling and product integrity is important. Certain sealed goods may be exempt from statutory cancellation rights after delivery where they are not suitable for return for health-protection or hygiene reasons and have been unsealed by the customer.
Where the relevant legal requirements for such an exception are satisfied, SPX Labs may be unable to accept a change-of-mind return once a product seal, tamper-evident closure, container or protective packaging has been opened, broken or materially altered.
This does not remove any rights you may have where goods are faulty, damaged, incorrectly supplied, misdescribed or otherwise fail to meet applicable statutory requirements.
Any statutory exception to a right of cancellation will only be applied where the applicable legal requirements for that exception are satisfied.
4. Product Integrity and Packaging
If you intend to return an unwanted product, please do not open, alter or unnecessarily handle the product container, label, seal, tamper-evident packaging or other protective packaging.
Opening or handling a product may affect its condition, integrity and resale value and may therefore affect whether a cancellation right remains available or the amount that can lawfully be refunded.
5. Faulty, Damaged, Incorrect or Misdescribed Goods
Please contact us if:
- you received the wrong product;
- an item arrived damaged;
- a product is materially not as described; or
- you believe there is another fault with the goods supplied.
We may ask for your order number, product or batch reference and photographs of the product, packaging and shipping label so that we can investigate the issue.
Where goods do not meet applicable statutory requirements, the remedies available to you will be determined in accordance with your legal rights.
A restriction on change-of-mind returns for opened or unsealed products does not remove statutory remedies that may apply to faulty, damaged, incorrect or misdescribed goods.
6. Damaged Deliveries
If a parcel arrives visibly damaged, please retain the packaging and contact us as soon as reasonably possible.
Photographs of the external packaging, shipping label and affected contents may help us investigate the issue with the delivery provider.
7. Refunds
Where a refund is due, SPX Labs will process it using an appropriate payment method, normally the method originally used to pay for the order.
After we issue a refund, the time required for the funds to appear in your account may depend on your bank or payment provider.
Where required by law, qualifying standard outbound delivery charges will also be refunded.
Additional delivery charges selected by the customer above the cost of our standard delivery option may not be refundable where permitted by law.
8. Return Shipping
Please do not send returns to our published correspondence address.
Our Belfast business address is a mailing and correspondence address only and is not our customer returns address.
Please contact info@spxlabs.co.uk before returning any goods. We will provide the appropriate return instructions and, where applicable, the correct return address.
We recommend obtaining suitable proof of postage when returning goods.
Unless goods are faulty, damaged, incorrectly supplied or otherwise covered by applicable statutory rights, the customer may be responsible for the direct cost of returning unwanted goods where permitted by law.
9. Research-Use Products
Products supplied by SPX Labs are sold for their stated research-use purpose.
The research-use designation of a product does not remove any statutory consumer rights that apply to the transaction.
However, SPX Labs is not responsible for loss arising from deliberate use of a product contrary to its clearly stated research-only purpose, subject always to rights and liabilities that cannot lawfully be excluded.
10. Refused or Uncollected Deliveries
If an order is returned to us because delivery was refused, the address supplied was incorrect, or reasonable delivery attempts were unsuccessful, please contact us.
Any refund, redelivery or additional delivery charge will depend on the circumstances and your applicable statutory rights.
11. How to Request a Return, Cancellation or Refund
Contact:
SPX Labs
info@spxlabs.co.uk
Please include your order number and a brief explanation of your request or the issue with the order so that we can assist you efficiently.
12. Cancellation Form
If you wish to cancel an order where a statutory cancellation right applies, you may use the wording below. Use of this form is optional.
Model Cancellation Notice
To: SPX Labs — info@spxlabs.co.uk
I hereby give notice that I wish to cancel my contract for the sale of the following goods:
Order number:
Goods ordered:
Date ordered:
Date received:
Customer name:
Customer address:
Date:
13. Business Correspondence Address
Our business correspondence address is:
SPX LABS LTD
Ground Floor, Gallery Building
65–69 Dublin Rd
Belfast
BT2 7HG
This address is for business correspondence only. It is not the customer returns address. Customers wishing to return goods must contact info@spxlabs.co.uk for return instructions.
Your Statutory Rights
Nothing in this policy is intended to exclude, restrict or replace consumer rights that cannot lawfully be excluded.
