Laboratory Research Equipment
This policy explains return eligibility, restricted products, reporting deadlines, authorisation, return costs, business orders and applicable consumer rights.
These goods are supplied strictly to business customers and professional users. They are non-returnable and non-refundable even where packaging appears sealed or unopened, unless confirmed by The Orange Scientist to be faulty or supplied in error.
These points prevent delay and avoid goods being sent back when they are not eligible.
Do not send anything until the team confirms return authorisation and provides instructions.
Damage, shortage, incorrect supply or transit problems must be reported promptly in writing.
Photographs, labels, cartons, seals, lot details and packaging may be required for investigation.
Business Customers have no automatic change-of-mind right after an order has been accepted.
Authorisation is never automatic. Eligibility depends on customer status, product type, condition, timing and the reason for return.
A return is not approved merely because an email has been sent. Wait for written authorisation and follow the supplied instructions.
Provide the order number, product code, quantity, reason and supporting photographs where relevant.
The team will confirm eligibility and provide a return reference, address and any special handling instructions.
Use secure packaging, include the reference and obtain tracked proof of dispatch. Do not mark product packaging.
Goods are inspected before any replacement, credit note or refund is approved and processed.
This Returns and Refunds Policy applies to purchases made from Astflick Group Ltd trading as The Orange Scientist through the Website, quotation, email, telephone or purchase order. It forms part of the Terms and Conditions of Sale.
Astflick Group Ltd is registered in England and Wales under company number 05950580. The registered office is Unit 7, Latham Road Business Park, Latham Road, Huntingdon, Cambridgeshire, PE29 6YE, United Kingdom.
A Business Customer purchases wholly or mainly for trade, professional, institutional or commercial activity. This includes companies, laboratories, universities, NHS trusts, public bodies, clinics, research organisations, veterinary organisations, charities, partnerships and sole traders buying for work.
Business Customers have no automatic statutory change-of-mind right. Returns are available only where agreed under this policy, the Terms and Conditions of Sale or mandatory law.
A Consumer is an individual acting wholly or mainly outside a trade, business, craft or profession. Statutory Consumer rights apply where relevant. Certain goods are business-only and are not offered for Consumer purchase.
Surgical sutures and sterile medical products are supplied strictly to Business Customers and professional users only. They are not sold to private individuals or Consumers.
These products are strictly non-returnable and non-refundable after supply, including where external packaging appears sealed or unopened. The restriction protects sterility, traceability, patient safety, supply-chain integrity and regulatory compliance.
The only exception is where The Orange Scientist confirms that goods are faulty or were supplied in error. Do not return affected goods unless and until written instructions and authorisation are provided.
Unless faulty or supplied in error, the following are also non-returnable and non-refundable:
We may consider a return of standard, non-regulated, non-sterile and non-customised goods where the request is made promptly, the return is approved in writing and the goods remain unused, complete, undamaged, in date and suitable for resale.
Original packaging, instructions, labels, accessories and seals must be intact. Approval is discretionary for Business Customer change-of-mind or ordering-error requests and may be refused.
Inspect all parcels and goods immediately upon delivery. Visible damage or shortage should be recorded with the courier before the consignment is signed for.
Fault, damage, shortage, discrepancy, incorrect supply or transit issues must be reported in writing within 48 hours of delivery. Include:
Claims made outside this period may be rejected, subject to mandatory rights and latent defects that could not reasonably have been discovered during initial inspection. Where a problem is confirmed, the appropriate remedy may be replacement, repair where applicable, credit or refund depending on the circumstances and legal rights.
No goods may be returned without prior written approval and a return reference issued by us. An enquiry or request does not itself authorise a return.
Unauthorised returns may be refused, held at Customer risk or made available for collection. We are not required to pay for, store indefinitely or return an unauthorised parcel.
Authorised goods must be packed securely, protected from damage and returned with the reference clearly shown on the outer transit packaging. Do not write on or attach courier labels directly to product packaging.
All returned goods are subject to inspection. We may reject a return or reduce a discretionary credit where goods are used, incomplete, marked, damaged, improperly packed or no longer suitable for resale.
Unless goods are faulty, damaged before risk passed or supplied in error, the Customer is responsible for return transport costs. Original or enhanced delivery charges are not refundable on a discretionary Business Customer return.
Return goods remain at Customer risk until received. Use an insured, tracked service appropriate for the value and nature of the goods and retain proof of dispatch. We are not liable for loss, damage, temperature excursion or contamination during unauthorised or Customer-arranged return transit.
No remedy is approved until investigation and inspection are complete. Where we confirm fault or supply error, we will provide the remedy required by applicable law or otherwise agree an appropriate replacement, repair, credit or refund.
Unless mandatory law or a written agreement requires otherwise, an approved non-fault Business Customer return will normally be settled by credit note rather than cash refund. A restocking charge may be deducted. Credits have no cash value, may be used against future invoices while the account remains up to date and expire 12 months after issue unless stated otherwise.
A Business Customer has no automatic right to cancel after an order has been accepted. Any cancellation is subject to written approval and may be refused where goods have been sourced, manufactured, customised, allocated, packed or dispatched.
Approved cancellation may be subject to supplier charges, work already completed, administration, transport or restocking costs. Special-order, made-to-order and restricted goods cannot be cancelled once sourcing, production or allocation has begun.
Where an eligible product is purchased online by a genuine Consumer, the Consumer may normally cancel within 14 days after delivery without giving a reason. After notifying cancellation, eligible goods must normally be returned within a further 14 days.
Where required by law, an eligible refund will be made within 14 days after the goods are received back or valid evidence of return is supplied. The refund includes the standard delivery cost but not any additional cost paid for an enhanced delivery service. A deduction may be made for handling beyond what would reasonably be permitted in a shop.
Change-of-mind cancellation does not apply where a statutory exemption applies, including personalised or custom-made goods, perishable goods and sealed goods that are unsuitable for return for health-protection or hygiene reasons once opened.
Surgical sutures and sterile medical products are business-only and are not available for Consumer purchase. Nothing in this policy removes statutory rights relating to faulty, misdescribed or unsuitable Consumer goods.
A chargeback or payment reversal does not cancel the sale contract. Contact us first so that the matter can be investigated. Goods delivered and retained remain payable in full.
Where an unjustified chargeback is made contrary to this policy, we may suspend the account, cancel outstanding orders and recover associated administrative, banking, legal and debt-recovery costs.
This policy and any dispute arising from it are governed by the laws of England and Wales. The courts of England and Wales have exclusive jurisdiction, subject to mandatory rights that may apply to a Consumer.
Return requests must be sent to hello@theorangescientist.co.uk. The contracting entity is Astflick Group Ltd t/a The Orange Scientist. The Orange Scientist brand is owned by Astflick Holdings Ltd and used under licence.
Last updated: 8 August 2026.
Include the order number, product code, quantity, reason and photographs. Do not send goods until written authorisation and the correct return instructions have been issued.
