Last updated: 7 October 2026
Research materials are storage-sensitive, so we can’t accept returns of products that have been opened, used or stored outside our recommended conditions.
Damaged, incorrect or missing items
Tell us within 48 hours of delivery at nexcellpeps@outlook.com or +44 7922 311549 with your order number and photos of the parcel, the item and its label. Once confirmed, we’ll send a replacement or issue a refund to your original payment method.
Unopened items
If you change your mind, contact us within 7 days of delivery. Unopened items in their original sealed condition can be returned at your cost for a refund of the product price, once received and inspected. Items requiring cold storage must be returned in the original insulated packaging.
Cancellations
Orders can be cancelled free of charge before dispatch. Email us as soon as possible.
Refund timing
Refunds are processed within 5 working days of approval. Your bank may take a further 5–7 working days to show the funds.
Non-returnable
Opened or reconstituted products, items damaged by incorrect storage after delivery, and items reported after 48 hours.