Cooling-Off Period

In line with Distance Selling legislation, we are happy to offer a 14-day cooling-off period on items that you have bought online and haven't seen in person. The cooling-off period starts as soon as you receive the order.

If, for any reason, you decide you do not wish to keep the specimen during this time, please see our Returns Policy, and we will fully refund the cost of the item. YOU are responsible for the return postage.

Important: If the specimen you wish to return was part of a larger shipment subject to a volume, loyalty, or other discount, we will recalculate the value of the specimen and refund the amount less any original discount applied.

If you wish to return a specimen, you MUST notify us by written email within 14 days of receiving the order - This email address is being protected from spambots. You need JavaScript enabled to view it. - using "Return" in the subject line.

Important: If we do not receive written notification of your intention to return the specimen(s) within the 14-day cooling-off period, we will NOT accept the return.

Your order will be refunded once we receive the returned specimen.

Damaged Specimens

In the unlikely event that a specimen arrives damaged in transit, please contact us immediately by email. We will normally offer you a full refund, but we will need to see evidence of the damage. Please provide us with digital photos of the damage to the specimen, including packaging.

Once we have reviewed the evidence, we will ask you to return the specimen(s) to us by post, enclosing any labels or other documentation.

Your refund will be made once we receive the returned specimen.

Instructions for Returning Specimens

In the unlikely event of wanting to return a specimen(s), please follow the procedure below:

1. Please contact us immediately (within the 14-day cooling-off period) by email, informing us of your intent to return a specimen or specimens.
2. Return the specimen(s) to us in the original condition following the instructions below.
3. IMPORTANT—The specimen(s) must arrive at The Assay House address within 10 working days (UK) or 20 working days (outside UK) of your notification. This means that you must post the specimen(s) to us as soon as possible after notifying us of the return.
4. Carefully wrap the specimen(s) individually using the original packing material and box, ensuring that there is at least 2 cm of padding around each item and at least 4 cm of padding between the specimen(s) and the sides of the box. There should be no movement of contents in the box after packing is completed.
5. You must include any labels and documentation sent with the original order.
6. Send the package to our address: The Assay House, 20 Raeburn Way, Sandhurst, GU47 0FH, United Kingdom.
7. You are responsible for the full value of the specimen(s) should they be lost or damaged in transit back to The Assay House.
8. IMPORTANT—On shipments from outside of the UK, print on the customs declaration that you are returning the specimen(s) back to its original owner—if this is not done, then any customs fees/duties levied will be subtracted from the order refund amount.
9. YOU are responsible for ALL postage costs relating to the return of specimen(s) to The Assay House.
10. All refunds will be made using a mutually agreed payment method within 30 days of receiving the returned specimen(s).

IMPORTANT: If the returned specimen(s) were part of a larger order that was discounted on the basis of a volume, loyalty, or other offer, you may receive less than the value of the specimen after we have recalculated the original discount or offer.