Shipping & Returns

Sections 2 to 9 apply to all customers. Section 10 sets out additional rights for consumers, meaning individuals buying outside a business capacity. Section 11 applies to business customers, including universities, companies, and research institutions. Where a section applies to only one group, it says so.

Pay before 6pm (Mon–Sat) and we dispatch the same day. Orders paid after 6pm go on the next dispatch day, and Sunday orders are dispatched on Monday.

We ship to United Kingdom addresses only.

• Royal Mail Tracked 48 (2–3 working days): £6.49 — free on orders over £200
• Royal Mail Tracked 24 (aims for next working day): £9.99
• Evri Tracked (2–3 working days): £4.99
• Optional order protection at checkout: if your parcel is lost in transit or arrives damaged, we reship it free.

All prices on our site are shown in GBP and are the full price you pay. Kaelon Labs is not VAT registered, so no VAT is charged.

Every order is tracked. Your tracking number is emailed to you as soon as the order is handed to the carrier. No signature is required on delivery.

At checkout you may add priority replacement cover:

• Small orders: £3.49
• Medium orders: £5.49
• Large orders: £9.99

This is not insurance. Your statutory rights if an order is lost or damaged in transit apply whether or not you buy it, at no cost. Priority replacement means we dispatch a replacement immediately on report, without waiting for the carrier's investigation period to complete.

If tracking shows no delivery within 10 working days of dispatch, contact us and we will treat the order as lost.

For consumers, goods remain at our risk until they come into your physical possession. If an order is lost in transit you are entitled to a replacement or a full refund, and we will not require you to pursue the carrier.

If tracking confirms delivery to the address you supplied and the parcel is subsequently taken from that address, we are not able to replace it.

Tell us within 3 days of delivery and include photographs of the outer packaging, the contents, and the packing slip. We will replace or refund the affected items.

Where damage is not apparent from the photographs, we may ask for an unboxing video if you have one. We will not refuse a claim solely because no video was recorded.

Contact us within 3 days of delivery with your order number and the missing item. We will send the item or refund it.

If your first order with Kaelon Labs is a single vial, you may request a full refund or a replacement for any reason within 14 days of delivery. No explanation and no return required.

The guarantee applies once per customer, to a first order only, and to a single vial. Beyond that, Sections 10 and 11 apply.

Cancellation. Under the Consumer Contracts Regulations 2013 you normally have 14 days from delivery to cancel a distance purchase. That right does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons once unsealed. Our vials are supplied sealed under those conditions, so once a vial's seal is broken it cannot be returned. Unopened, unbroken-seal vials may be returned within 14 days of delivery. Return postage is at your cost unless the goods are faulty or not as described.

Faulty or misdescribed goods. Under the Consumer Rights Act 2015 goods must be of satisfactory quality, as described, and fit for purpose. Nothing in this policy limits those rights.

If you believe material does not meet the ≥99% HPLC specification, contact us. We will arrange independent analysis at our cost. If the material is off-specification you will receive a full refund or replacement, and we will bear the testing cost in full. We will not ask you to commission or pay for testing yourself.

Within 30 days of delivery you have the short-term right to reject faulty goods for a full refund.

Where you are buying in the course of a business, the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013 do not apply, and the Sale of Goods Act 1979 governs the sale.

Sealed vials cannot be returned once opened. Claims relating to purity or specification must be raised within 30 days of delivery. We will arrange independent analysis at our cost in the first instance; where a claim is not substantiated we reserve the right to recover reasonable testing costs.

Purchase orders and invoicing are available. Contact us before ordering to set up an account.

Contact us as soon as possible. We can usually amend or cancel an order before dispatch. Once dispatched, Sections 9, 10, and 11 apply.

If something is wrong with your order, contact us first. We resolve almost everything within a working day.

If a chargeback is raised without contacting us, we will contest it with delivery and order evidence. We may decline to accept future orders from that account. We do not charge chargeback fees.

• Email: teamkaelonlabs@gmail.com
• WhatsApp: +44 7376 496154 — available 24 hours
• Telephone: +44 7376 496154 — available during business hours
• Business hours: Monday to Saturday, 9am to 6pm UK time

We aim to respond to all enquiries within one working day.