Refund Policy

Our products are sealed research compounds supplied for in vitro laboratory research. To protect product integrity, items that have been opened, unsealed or stored after delivery cannot be returned or refunded.

We do not offer refunds for:

• Change of mind after a vial has been opened or unsealed
• Incorrect product selection, once the item has been opened
• Misunderstanding of the product’s intended research use
• Improper handling or storage after delivery

If you receive a product that is damaged on arrival, faulty, or not the item you ordered, please contact us within 48 hours of delivery so we can resolve it quickly.

We may ask for:

• Photos of the item and packaging
• Your order number and details

Once confirmed, we will send a replacement or issue a refund.

You can cancel your order free of charge at any time before it is dispatched by emailing us with your order number. We will refund the full amount to your original payment method.

Once an order has been dispatched it can no longer be cancelled, but the options in sections 02 and 04 may still apply.

If you change your mind after delivery, you may return items that are unopened, sealed and in their original condition. Please tell us within 14 days of delivery and return the items within 14 days of telling us.

• Return postage is paid by the customer unless the item was faulty or incorrect.
• Items must be returned with the seal intact and stored as directed on the product page.
• Items that have been opened or unsealed cannot be accepted, for product-integrity reasons.

We ship within the UK by tracked delivery. Courier delays are occasionally outside our control, but we will always help you follow up.

Parcel not received: if tracking shows your parcel as delivered but you have not received it, please contact us within 7 days. We will open an investigation with the courier and work with you to resolve it.

Incorrect address: please check your delivery details at checkout. We cannot be responsible for parcels sent to an incorrect address provided by the customer.

Approved refunds are paid to your original payment method within 14 days of approval, or of us receiving a returned item. Your bank or card provider may take a few extra days to show the refund.

If there is a problem with your order, please contact us first so we can put it right. Most issues are resolved quickly by email.

If a payment dispute is opened, we may provide proof of transaction, dispatch confirmation and delivery tracking to the card issuer, and we reserve the right to contest disputes we believe are unjustified.

For refund, return or cancellation enquiries, please email us with your order number:

Sterling Research Group Ltd
Email: contact@sterling-research.com