Refund & Returns Policy
1. Overview
This Refund & Returns Policy applies to all purchases made from EPNEX (“ EPNEX Research”, “we”, “us”, or “our”) via our website.
We aim to ensure a fair, transparent, and compliant process in accordance with consumer protection laws in England & Wales.
2. Your Right to Cancel (Cooling-Off Period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without providing a reason.
Conditions:
• You must notify us within 14 days of delivery
• You then have a further 14 days to return the goods
• Items must be unused, unopened, and in original packaging
• Items must be in a resaleable condition
3. Exemptions from Returns
For safety, hygiene, and product integrity reasons, the following items are non-returnable unless faulty:
• Opened or used peptide pens
• Opened cartridges or consumables
• Any item with broken hygiene seals
• Items returned in an unsanitary or used condition
This is in line with UK regulations regarding sealed goods not suitable for return once opened.
4. Faulty, Damaged, or Incorrect Items
Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are:
• Faulty
• Not as described
• Not fit for purpose
Timeframes:
• Within 30 days: Full refund available
• After 30 days: Repair or replacement offered first
• If repair/replacement fails → refund issued
You must notify us within a reasonable timeframe of discovering the issue.
5. Return Process
To initiate a return:
- Contact us at enquiries@epnex.co.uk
- Provide:
- Order number
- Reason for return
- Supporting images (if applicable)
- Await return authorisation
- Return the item to the address provided
Returns sent without prior approval may not be accepted.
6. Return Shipping
Customer Responsibility
You are responsible for return shipping costs unless:
• The item is faulty
• The item is incorrect
• The item was damaged in transit
We recommend using a tracked and insured service, as we are not responsible for items lost in transit.
7. Refunds
Once your return is received and inspected:
• Refunds are processed within 5–10 working days
• Refunds will be issued to the original payment method
Deductions
We reserve the right to reduce refunds if:
• Items are returned used or damaged
• Packaging is missing or compromised
8. Late or Missing Refunds
If you have not received a refund:
• Check with your bank/payment provider
• Contact us at enquiries@epnex.co.uk
9. Exchanges
We only replace items if they are:
• Defective
• Damaged
• Incorrectly supplied
10. Order Cancellations (Before Dispatch)
Orders can be cancelled for a full refund before dispatch.
Once dispatched, the order falls under the standard returns process.
11. Risk & Ownership
Responsibility for goods passes to you upon delivery.
You are responsible for ensuring safe handling and storage after receipt.
12. Research Use Notice
All products sold by EPNEX are supplied for research use only (RUO).
Returns will not be accepted based on misuse, improper handling, or use outside intended purpose.
13. Contact Information
For all returns and refund enquiries:
Email: enquiries@epnex.co.uk