Returns & Refunds Policy

Paste this into the Returns & Refunds Policy page.

UK distance selling rules normally give customers a 14 day cancellation period after delivery, but certain sealed goods can lose the cancellation right once unsealed where the seal is needed for health protection or hygiene reasons. This draft keeps that distinction clear.

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Returns & Refunds Policy

Last updated: 16/05/2026

This Returns & Refunds Policy explains how returns, cancellations, refunds, and damaged item claims are handled by Steriva Labs.

Change of Mind / Cancellation Rights

If you are a consumer purchasing online, you may have the right to cancel your order within 14 days of receiving your goods.

To cancel an order, you must contact us clearly stating that you wish to cancel.

Return Conditions

Returned items must be:

• Unused
• Unopened
• In their original packaging
• In a resaleable condition
• Returned with any seals, labels, and protective packaging intact

We may be unable to accept returns where products have been opened, used, damaged, tampered with, or are no longer suitable for resale.

Sealed Products

For safety, hygiene, and product integrity reasons, sealed products may not be eligible for return once opened or unsealed.

This does not affect your statutory rights if the item is faulty, damaged, or not as described.

How to Request a Return

To request a return, email us with:

• Your full name
• Order number
• Item or items you wish to return
• Reason for return
• Clear photos if the item is damaged or incorrect

Please do not return any item until we have confirmed the return instructions.

Return Shipping

Unless the item is faulty, damaged, or incorrect, customers are responsible for the cost of returning unwanted items.

We recommend using a tracked delivery service, as we cannot be responsible for returned items lost in transit.

Refunds

Once we receive and inspect your returned item, we will confirm whether the refund has been approved.

Approved refunds will be processed back to the original payment method.

Please allow time for your bank or payment provider to process the refund.

Damaged, Faulty, or Incorrect Items

If your item arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photos of the outer packaging
• Clear photos of the affected product

We will review the issue and may offer a replacement, refund, or other suitable resolution depending on the circumstances.

Non-Returnable Items

We may be unable to accept returns for:

• Opened or unsealed products
• Used products
• Products missing original packaging
• Products damaged after delivery
• Products returned without approval
• Items unsuitable for resale due to safety, hygiene, or product integrity concerns

Refund Timeframes

Where a refund is approved, we aim to process it within 14 days of receiving the returned item or receiving evidence that the item has been sent back.

Exchanges

We do not normally offer direct exchanges.

If you need a different item, please contact us and we will advise on the best next step.

Your Statutory Rights

Nothing in this policy affects your statutory rights.

If an item is faulty, damaged, or not as described, you may have additional rights under UK consumer law.

Contact

For return or refund questions, contact:

Email: info@sterivalabs.co.uk