1. Scope and your statutory rights

This Policy applies to Products bought directly from [[LEGAL COMPANY NAME]] trading as SPICA. Products bought from an authorised distributor must normally be returned through that distributor.

SPICA primarily supplies Business Customers. Business cancellation and change-of-mind rights are contractual and are described below. If you are legally acting as a Consumer, this Policy does not restrict mandatory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

2. Business Customer cancellations and unwanted Products

Before acceptance

You may ask to cancel an order before we accept it. We will use reasonable efforts to stop processing, but cancellation is not confirmed until we agree in writing.

After acceptance

A Business Customer has no automatic change-of-mind cancellation right after a Contract is formed. We may, at our discretion, accept cancellation or return if:

• you request an RMA within 14 calendar days after delivery;
• the Product is standard stock, unused, unopened, complete, undamaged and in resalable condition;
• all original labels, tamper seals, accessories, manuals, certificates and packaging remain intact;
• the Product has been stored continuously under its specified conditions and you provide records if requested; and
• you follow our transport and RMA instructions within the stated time.

Approved Business Customer change-of-mind returns may be subject to a restocking charge of up to 20% of the net Product price, plus return freight, dangerous-goods, temperature-control, decontamination, testing, repackaging and other direct costs. Original delivery charges are not refundable unless we agree otherwise. These charges do not apply to a valid claim for an incorrect, damaged or defective Product.

Custom, configured, calibrated, made-to-order or special-procurement orders cannot be cancelled once work or procurement begins. We may charge costs already incurred and the price of work completed.

3. Consumer right to cancel a distance contract

If you are a Consumer and no statutory exception applies, you may cancel an online or other distance purchase without giving a reason from the date the Contract is formed until 14 days after the day you, or a person nominated by you other than the carrier, receives the goods. For one order delivered in several lots on different days, the period runs from receipt of the last lot.

To cancel, send a clear statement to [[RETURNS EMAIL]] or [[POSTAL CANCELLATION ADDRESS]] before the cancellation period expires. You may use the model form below, but you do not have to.

You must return eligible goods without undue delay and no later than 14 days after telling us you are cancelling. Unless the goods are faulty, incorrect or we offered to pay, you bear the direct return cost. We will disclose before purchase if an eligible item cannot normally be returned by post and a return cost is payable.

You may inspect goods only as you could reasonably inspect them in a shop. We may make a lawful deduction for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

4. Products that cannot normally be returned

For Business Customers, we do not normally accept unwanted returns of:

• refrigerated, frozen, dry-ice, cryogenic or otherwise temperature-controlled Products;
• hazardous, toxic, infectious, radioactive, controlled or transport-restricted Products;
• sterile or contamination-sensitive Products where packaging or seals have been opened, damaged or removed;
• reagents, kits, chemicals or consumables that have been opened, used, partially consumed, reconstituted or removed from controlled storage;
• Products with limited remaining shelf life, Products liable to deteriorate rapidly, or Products that cannot be verified as continuously stored to specification;
• custom, personalised, configured, calibrated, made-to-order, special-pack, special-import or discontinued Products;
• installed, commissioned or biologically/chemically contaminated equipment; and
• digital content, activated licences, clearance goods or Products expressly identified as non-returnable before purchase.

For Consumers, a change-of-mind right is excluded only where a statutory exception applies. Relevant examples may include goods made to the Consumer's specification or clearly personalised; goods liable to deteriorate or expire rapidly; sealed goods not suitable for return for health-protection or hygiene reasons once unsealed; goods inseparably mixed with other items; and digital content supplied after the Consumer's express consent and acknowledgement. A cold-chain or sterile label does not by itself remove a statutory right: the relevant legal exception must apply to the specific Product.

These exclusions do not remove rights relating to goods that are faulty, damaged, incorrectly supplied, not as described or otherwise non-conforming.

5. Damaged, short, incorrect or defective Products

On delivery

Check the outer package and temperature indicators immediately. Record visible damage on the carrier's delivery record where possible. Keep all packaging, labels, data loggers and contents. A Business Customer should notify visible damage, shortage, temperature excursion or incorrect supply within five working days after delivery. This operational deadline does not limit mandatory Consumer rights.

Performance or latent defect

Notify us as soon as reasonably possible after discovery and within the applicable warranty period. For consumables and reagents, claims must normally be made before expiry and no later than 12 months after delivery, unless the product-specific warranty states otherwise. Instrument warranty periods are stated in the product documentation and may be up to three years depending on the Product.

To enable scientific and quality review, we may request catalogue and lot or serial numbers, photographs, storage and shipping records, protocol details, raw results, controls, instrument settings, maintenance logs and reasonable participation in troubleshooting. Do not send identifiable patient, donor or study-subject data.

If non-conformity is confirmed, we will provide an appropriate remedy, which may be replacement, repair, supply of missing quantity, re-performance, credit or refund. Consumers retain the remedies required by the Consumer Rights Act 2015, including the short-term right to reject qualifying faulty goods within 30 days.

6. RMA and safe return process

1. Email [[RETURNS EMAIL]] with your name and organisation, order/invoice number, Product catalogue number, quantity, lot or serial number, delivery date and reason for return.
2. Store the Product exactly as specified while the request is assessed. Do not discard packaging, labels, temperature indicators or documentation.
3. Wait for a written RMA number and instructions. Authorisation does not itself confirm that a refund is due.
4. Return only to the address stated in the RMA. Do not send Products to our registered office unless instructed.
5. Use the original packaging where possible, all required cold-chain or dangerous-goods materials and a tracked, insured service. Mark the RMA visibly without covering original labels.
6. Equipment or items exposed to biological, chemical or radioactive materials require a completed decontamination declaration acceptable to us. We may refuse collection, require on-site inspection or direct safe disposal where return presents a safety or regulatory risk.

We are not responsible for a return lost or damaged because the sender did not follow the RMA, packaging or carrier instructions. This does not apply where we arrange and control collection.

7. Refunds, credits and exchanges

For an eligible Consumer cancellation, we will refund the Product price and the cost of our least expensive standard outbound delivery option. Additional express or premium delivery cost is not refundable. We will use the original payment method unless you expressly agree otherwise, and will refund without undue delay and no later than 14 days after we receive the goods or, if earlier, receive evidence that they were sent back. We may withhold the refund until then.

Where a Consumer cancels before dispatch, or where goods do not need to be returned, we will refund within 14 days after being informed of the cancellation.

For approved Business Customer returns, we will normally issue the agreed credit or refund within 14 days after inspection and approval. We may set off agreed restocking and return costs. Refund timing after issue may depend on the bank or payment provider.

Replacement Products are subject to availability. A replacement does not restart or extend the original warranty except where required by law or expressly confirmed in writing.

8. Model Consumer cancellation form

9. Contact