We hope that you are delighted with your order. However, if for any reason you are not entirely satisfied, you may return any item in its original condition for a full refund within 7 working days from delivery.
Within the order packaging, you will find a dispatch note. If the items listed on the dispatch note do not match those contained in your delivery, or are damaged please notify us immediately by emailing our Customer Services Team on: firstname.lastname@example.org or using the query form on the ‘Contact Us’ page on the Cutagen website.
If you return items for reasons other than defects in the goods, or incomplete, or incorrect delivery, you will be required to arrange and pay for the return of the items to us. Please ensure you obtain a Proof of Postage when you return the goods to us. You should retain your Proof of Postage in order to provide proof to us that you have returned the goods, in the unlikely event that we do not receive the returned parcel.
If you require a refund we will refund the price paid by you for the goods (exclusive of the initial delivery charge) within thirty (30) days of receiving your returned goods, provided that you have returned the goods to us in their original condition at our distribution centre within 7 working days of delivery.
Refunds will only be made against the original credit/debit card used.
If you cancel your order but do not return such goods to us within 7 working days, we shall be entitled to collect such goods from you and to charge you for the direct costs of collecting the goods. You should note these charges (which may be deducted from a refund) are likely to exceed the costs of you returning the goods. Until such goods are returned to us, you are obliged to exercise all reasonable care to store the cancelled goods safely and in appropriate conditions.
Please Note: We cannot accept returned goods that we reasonably believe have been used. In such circumstances, we will notify you that no refund will be available and you will be responsible for arranging for such goods to be returned to you within 28 days of our notification.
Damaged/ Faulty/ Incorrect items
If the goods you receive are damaged or faulty in any way, or not what you originally ordered we will be happy to exchange the items or offer you a refund.
Please notify us immediately by contacting our Customer Service Team by email at email@example.com or using the query form on the ‘Contact Us’ page on the Cutagen website.
To assure prompt resolution, please provide the order number and keep the box, packing materials and the damaged items for inspection by the carrier.
This policy is only applicable to purchases made online; we are unable to process returns for purchases made within a partnered retail location.
Returns for purchases made online will not be accepted for return or exchange at a partnered retail location.
Your statutory rights remain unaffected.
The Returns Process
To return your order:
STEP ONE — Completing the Necessary Documentation
Complete the Returns Note online here for your returns authorisation.
STEP TWO — Returning the Product
Please note that we cannot accept returned goods that we reasonably believe have been used. Goods must be returned to us unopened, undamaged and in the original condition and packaging at our distribution centre within 7 working days of delivery to you. Please ensure that the returned parcel is properly sealed.
However you return your parcel, please retain your proof of postage in order to provide proof to us that you have returned the goods in the unlikely event that we do not receive the returned parcel. We cannot accept liability for returned goods lost in transit.
STEP THREE — Processing the Refund/ Exchange
If you have chosen a refund for your returned product, we will process the calculated refund within thirty (30) days of receiving your returned goods provided that you have returned the goods to us in their original condition at our distribution centre within 7 working days from delivery. You will receive email notification of your refund from our Customer Service Team.
If you have requested an exchange or replacement for faulty, damaged or incorrect goods on your Returns note, this will be processed within 7 working days of receiving your returned goods and will be delivered via standard delivery.
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