If you need to cancel an order or report a problem, email [email protected] with your order number. We will explain the next steps for the particular product and issue.
Cancelling before dispatch
Contact us promptly if you no longer want an order. Where cancellation is available and the goods have not been dispatched, we will stop fulfilment and arrange repayment of any amount due to you. An order cannot always be intercepted after dispatch, but dispatch alone does not remove a consumer’s applicable cancellation rights.
Changing your mind after delivery
If you are buying as a consumer and the statutory right to cancel applies, you have 14 days from the day after delivery to tell us that you wish to cancel. You then have a further 14 days to send the goods back. You do not have to give a reason. For a single order delivered in separate parts, the relevant cancellation period normally starts after the last part arrives.
Email is sufficient; you do not need our permission to exercise an applicable statutory right. Please contact us for the correct return address and safe return arrangements before sending a parcel. Do not send goods to a manufacturer or distributor without instructions.
When a change-of-mind return may be excluded
The law provides limited exceptions, including goods liable to deteriorate or expire rapidly, goods inseparably mixed with other items after delivery, and sealed goods that are unsuitable for return for genuine health-protection or hygiene reasons once unsealed. An exception applies only where the goods and circumstances meet the legal conditions.
We do not treat every research product as automatically exempt, or rely on the words “research use only” to remove cancellation rights. Product-specific restrictions must be made clear before you order. These exceptions do not remove rights relating to goods that are faulty, misdescribed or supplied incorrectly.
Returning an eligible order
For a change-of-mind return, you pay the direct return postage cost unless we agree otherwise. Pack goods securely and keep proof of posting. Handle the products only as far as reasonably necessary to establish their nature, characteristics and functioning. We may make a lawful deduction for a loss in value caused by handling beyond that level, but we do not impose a blanket restocking fee.
Do not send damaged, leaking or otherwise unsafe items through the post without suitable instructions. Contact us first so we can agree a safe way to resolve the issue.
Faulty, damaged or incorrect goods
Please tell us about a problem as soon as you reasonably can, including the product, order number and a description of what happened. There is no blanket 48-hour deadline that removes your statutory rights. Where useful, we may ask for photographs or further information to help establish the problem.
Consumers have legal remedies where goods are faulty, not as described or otherwise fail to meet the required standard. These may include rejection, repair, replacement or a refund, depending on the circumstances. We cover reasonable return costs where the return is required because of a fault or an error for which we are responsible.
How refunds work
For an eligible cancellation involving returned goods, we reimburse you without undue delay and no later than 14 days after receiving the goods or evidence that you have sent them back, whichever is earlier. Where we agree that no return is needed, we explain the refund arrangements directly. Refunds use the original payment method unless you expressly agree otherwise, with no refund processing fee.
When an entire eligible order is cancelled, the refund includes the cost of standard outbound delivery. An extra amount paid for an optional premium service would not have to be refunded beyond the standard delivery cost. Faulty-goods remedies follow the applicable legal rules.
Optional cancellation form
You may copy the following wording into an email, or use any clear statement of cancellation. This form is optional.
To: Amino House
Email: [email protected]
I give notice that I cancel my contract for the following goods:
Order number:
Goods ordered:
Ordered on / received on:
Customer name:
Customer address:
Date:
Signature, only if sent on paper:
Orders placed for business purposes
Statutory consumer cancellation rights do not generally apply to purchases made wholly or mainly for a trade, business, craft or profession. If you ordered in that capacity, contact us to discuss a return. This does not remove any rights you have concerning goods we have supplied in breach of contract.