Refund, Return, and Cancellation Policy

Last updated: September 21, 2026

This Refund, Return, and Cancellation Policy sets out the conditions under which orders placed on https://kqlab.co.uk/ (the “Site”) may be cancelled, returned, or refunded.

The Site is operated by KQ LAB LTD, a private limited company incorporated in England and Wales under company number 17321958, having its registered office at 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ, trading under the brand name King & Queen Lab (“we”, “us”, “our”).

We supply high-purity biochemical reference materials, stable liquid solutions, and laboratory supplies strictly for in vitro scientific research and analytical testing. Because chemical compounds and lyophilised peptides require strict environmental and temperature controls, this policy establishes clear standards for cancellations, transit damage, and eligible product returns in compliance with UK law and acquiring bank underwriting standards.

1. Order Cancellations (Prior to Dispatch)

• Pre-Dispatch Cancellation Window: Orders may be cancelled free of charge at any time prior to physical packing, fulfillment, and carrier dispatch from our facility.

• Cancellation Procedure: Email support@kqlab.co.uk with your order reference number and the subject line Order Cancellation Request - [Order Number].

• Refund Settlement: Confirmed pre-dispatch cancellations receive a 100% refund processed to the original payment card. Funds typically settle within 3 to 5 business days, depending on your card issuer’s clearing cycles.

2. Research Compounds & Temperature-Sensitive Products

Under Regulation 28(1)(b) and 28(3)(a) of the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the statutory 14-day cancellation right does not apply to goods that are liable to deteriorate rapidly or sealed goods that are not suitable for return due to health protection or hygiene reasons if unsealed:

• Non-Returnable Items: Once dispatched, all lyophilised peptides, liquid solutions, coenzymes, and chemical reference materials cannot be returned, exchanged, or restocked.

• Chain-of-Custody & Integrity: As a laboratory supplier maintaining strict analytical purity benchmarks (≥99% verified by HPLC and Mass Spectrometry), we cannot verify or guarantee storage temperatures, light exposure, or contamination risks once a chemical compound leaves our facility.

• Order Accuracy: Please review all selected compound specifications, strengths, and vial formats before confirming payment.

3. Damaged, Defective, or Incorrect Deliveries

Every consignment is inspected, packed in protective laboratory packaging, and dispatched in accordance with strict quality assurance standards. In the event an order arrives damaged or incorrect:

• Reporting Window: Report broken, defective, missing, or incorrect items to support@kqlab.co.uk within 48 hours of carrier delivery confirmation.

• Required Claim Information:

  1. Your order reference number.

  2. Clear photographs showing the external parcel, courier shipping label, and affected vial or item.

  3. A concise description of the damage or discrepancy.

• Resolution Protocol: Following verification by our laboratory inspection team, KQ LAB LTD will promptly dispatch a free replacement via express tracked delivery or issue a full refund to the original payment card.

4. Non-Perishable Laboratory Hardware & Non-Chemical Accessories

For non-chemical, shelf-stable laboratory accessories (e.g., sealed laboratory glassware, sterile empty vials, non-perishable hardware):

• 14-Day Return Window: You may request a return within 14 calendar days from the date of confirmed delivery.

• Return Condition: Returned items must be completely unused, unopened, in original sterile manufacturer packaging, and in resalable condition.

• Return Carriage: The buyer is responsible for return postage using a tracked and insured carrier service. KQ LAB LTD accepts no liability for items lost or damaged in transit during customer return.

• Inspection & Refund: Following receipt and condition inspection at our facility, eligible refunds will be issued within 5 business days, excluding original postage costs.

5. Delivery Exceptions, Customs, and Courier Issues

• Failed Delivery & Address Inaccuracies: If a consignment is returned as undeliverable due to an incorrect shipping address entered at checkout or failure to collect from a local postal depot, return shipping fees are non-refundable. Re-dispatch requires payment of standard carrier postage.

• Loss in Transit: If an order is confirmed permanently lost in transit by the carrier, KQ LAB LTD will dispatch a replacement shipment at no additional cost or issue a 100% refund.

• International Customs & Regulatory Seizures: For deliveries outside the United Kingdom, the purchaser acts as the sole Importer of Record. Consignments delayed, confiscated, destroyed, or refused entry by local border authorities due to destination-country chemical restrictions are non-refundable.

6. Summary of Refund Timelines & Settlement

7. Merchant Dispute Policy & Resolution Protocol

We aim to resolve any order, fulfillment, or billing issue directly and transparently:

• If you experience any billing discrepancies, transit delays, or product concerns, please contact our support desk at support@kqlab.co.uk prior to initiating an inquiry or chargeback with your card-issuing bank.

• All inquiries receive an initial response within 24 business hours, accompanied by carrier tracking data, batch records, or analytical documentation to resolve matters without delay.

8. Legal Entity & Contact Information

All orders, refunds, and merchant transactions are administered by:

• Registered Company Name: KQ LAB LTD

• Company Registration Number: 17321958 (Incorporated in England and Wales)

• Registered Office Address: 71-75 Shelton Street, Covent Garden, London, United Kingdom, WC2H 9JQ

• Trading Brand Name: King & Queen Lab

• Website Domain: https://kqlab.co.uk/

• Support & Claims Email: support@kqlab.co.uk

• Operating Hours: Monday – Friday, 09:00 – 17:00 GMT