Returns and Refunds

Overview

Due to the nature of our products, we are unable to accept general returns for change of mind. However, we are committed to making things right if something goes wrong with your order. If you receive a damaged, incorrect, or defective product, we will work with you to resolve the issue promptly.

Damaged or Defective Products

If your order arrives with visible damage to the product or packaging, or if the product appears defective (leaking vials, broken seals, crushed tablets), contact our support team within 48 hours of delivery. Please include the following in your email:

Your order number, a clear photo of the damaged product, a photo of the outer packaging showing any transit damage, and a brief description of the issue. Send this to support@rohmmedlabs.co.uk and we will assess the situation and respond within 24 hours.

Incorrect Products

If you receive a product that does not match what you ordered, contact us within 48 hours of delivery with your order number and photos of the item received. We will arrange to send the correct product at no additional cost.

Missing Orders

If your order has not arrived within the expected delivery timeframe, first check your Royal Mail tracking number (sent to your email after dispatch). If tracking shows the package as delivered but you have not received it, or if tracking has not updated for more than 5 business days, contact us and we will investigate with Royal Mail. If the package is confirmed as lost, we will reship your order or issue a full refund at your choice.

Refund Process

Approved refunds are processed within 3 to 5 business days of the decision. Refunds are issued to the original payment method where possible. For bank transfer payments, we will refund to the sending account. For cryptocurrency payments, refunds are issued at the GBP value of the original transaction.

Products Not Eligible for Return

We cannot accept returns on products that have been opened, used, or tampered with. We also cannot accept returns where more than 48 hours have passed since delivery without prior contact to our support team. Products purchased from other retailers or resellers are not covered by our returns policy.

Contact Us

For any returns or refund enquiries, email support@rohmmedlabs.co.uk with your order number and details of the issue. Our support team operates Monday to Friday, 9:00 AM to 5:00 PM GMT, and aims to respond within 24 hours.