Returns Policy

Returns & Refunds Policy

Last Updated: 1st January 2026
Website: https://www.theorangescientist.co.uk/

1. Introduction

This Returns & Refunds Policy applies to all purchases made through www.theorangescientist.co.uk (“Our Site”) and governs the return, refund and cancellation of products supplied by Astflick Group Ltd trading as The Orange Scientist (“we”, “us”, “our”).

This policy applies to all customers, including:

Business-to-Business (B2B) customers

Universities, laboratories, NHS trusts and public bodies

Sole traders and partnerships

Individual consumers (where applicable)

Certain products are supplied exclusively on a B2B basis and are subject to additional restrictions set out below.

2. Important Legal Distinction: B2B vs Consumer Sales
2.1 Business Customers (B2B)

Where you are purchasing for business, professional or institutional purposes, including but not limited to laboratories, universities, NHS bodies, veterinary practices or research organisations:

Consumer Contracts Regulations 2013 do not apply

No statutory right to cancel or return goods unless expressly stated

Returns are accepted only in accordance with this policy

2.2 Consumer Customers

Where you are purchasing as an individual acting outside your trade, business or profession, your statutory rights under UK consumer law apply only where relevant and permitted by law.

However, certain products are legally exempt from consumer return rights, as detailed below.

3. Non-Returnable & Non-Refundable Products (Strict)

The following products are strictly non-returnable and non-refundable, regardless of customer type:

3.1 Surgical Sutures

Supplied exclusively to business customers only

Not available to private individuals or consumers

Classified as medical devices / sterile clinical products

Cannot be returned under any circumstances once supplied

This includes (but is not limited to):

Absorbable sutures

Non-absorbable sutures

Sterile surgical consumables

This restriction applies even if packaging appears unopened.

3.2 Customised, Bespoke or Made-to-Order Products

Including but not limited to:

Custom-branded products

Bespoke lab supplies

Special-order or non-stock items

Products manufactured to your specification

Products ordered specifically on your instruction

These items are produced specifically for you and are therefore excluded from cancellation, return or refund rights under Regulation 28 of the Consumer Contracts Regulations 2013.

3.3 Hygiene-Critical, Sterile or Regulated Products

Where applicable, products supplied for:

Clinical use

Laboratory use

Infection control

Pharmaceutical or veterinary use

Once supplied, these products cannot be returned for safety, contamination and regulatory reasons.

4. What Can Be Returned (If Eligible)

Returns may be considered only for standard, non-customised, non-regulated products where:

The product is unused

The product is unopened

The product is in its original packaging

A return request is approved in writing by us

Approval is at our sole discretion, particularly for B2B orders.

5. Faulty, Damaged or Incorrect Items
5.1 Faulty Goods

If a product is faulty on delivery, you must notify us within 48 hours of receipt with:

Order number

Description of the issue

Supporting photographs (where applicable)

Where a fault is confirmed, we will offer:

Replacement, or

Refund (at our discretion)

5.2 Damaged in Transit

Damage must be reported within 48 hours of delivery. Failure to do so may invalidate any claim.

5.3 Incorrect Items

If we supply an incorrect item, we must be notified within 48 hours. We will arrange replacement or refund as appropriate.

6. No Returns Without Authorisation

Returns will not be accepted without prior written approval

Unauthorised returns will be rejected and may not be returned to you

Return reference numbers must be obtained before dispatch

7. Return Costs

Unless the return is due to our error:

All return shipping costs are the responsibility of the customer

Original delivery charges are non-refundable

We do not accept liability for items lost or damaged in return transit

8. Order Verification & Responsibility

Before placing an order, you are responsible for ensuring:

Product codes are correct

Quantities are correct

Product suitability for your intended use

Orders placed for regulated or sterile products are deemed final and binding upon confirmation.

9. Cancellation of Orders
9.1 B2B Orders

Orders placed by business customers cannot be cancelled once accepted, particularly where goods are:

Specially ordered

Manufactured

Allocated

Dispatched

9.2 Consumer Orders

Where consumer cancellation rights apply, they do not apply to:

Sutures

Customised products

Regulated medical or laboratory products

10. Chargebacks & Payment Disputes

Unjustified chargebacks or payment disputes raised contrary to this policy may result in:

Account suspension

Recovery of associated fees

Legal action where appropriate

11. Governing Law

This Returns & Refunds Policy is governed by and construed in accordance with the laws of England and Wales.

12. Contact Details

For returns enquiries or authorisation requests:

Astflick Group Ltd t/a The Orange Scientist
Email: hello@theorangescientist.co.uk