Refund policy

Any goods which are damaged, defective, or incorrect when delivered must be reported to us immediately. We may at our sole and absolute discretion elect to replace or refund in respect of such goods, and any claim for refund or replacement must be made within 30 (thirty) days of delivery. After said 30 (thirty) days, any delivered goods are deemed accepted. Any replacement goods will be dispatched within a reasonable time. All goods must be stored in accordance with instructions (found on the label and Certificate of Analysis (COA) for each product) and no claim for any refund and/or replacement will be payable by us unless these instructions have been followed at all times.

To start a return, you can contact us at info@sussex-research.com.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at info@sussex-research.com.

User error / improper usage and technique

We regret that we cannot offer refunds for products damaged or rendered ineffective due to user error or improper use. Our company is committed to providing comprehensive information on the proper handling and usage of our chemical reagents. We encourage customers to reach out to us for any additional information or clarification on proper usage prior to purchase. Please understand that ensuring the appropriate handling and application of our products is essential for safety and effectiveness.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. Please note that we will not supply a return label.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too. If more than 15 business days have passed since we’ve approved your return, please contact us at info@sussex-research.com.