Refund and Returns Policy
This Refund Policy explains the circumstances under which <a href="/">Intex Pharma</a> offers refunds, replacements, and reshipments, and the conditions that apply to each. We stand behind every order we despatch. If something goes wrong with your delivery, we will resolve it within the terms set out below. Please read this policy in full before placing an order.
1. Claim Window
All claims must be submitted within 21 days of the delivery date, or within 21 days of the expected delivery date where a parcel has not arrived. Claims submitted after this window cannot be processed. To start a claim, contact us at sales@intexpharmaresearch.uk with your order number and a description of the issue.
2. Lost or Non-Delivered Orders
If your order does not arrive within the expected delivery window and tracking confirms it has not been delivered, you are covered. For lost-in-transit orders, we offer your choice of a full refund or a free reshipment of your original order. We will confirm the status with the carrier before processing the claim. Most apparent delays resolve within a few days, so we may ask you to allow a short additional period for the carrier to complete delivery before a claim is finalised.
3. Damaged Products
If your order arrives damaged, you are covered. For damaged items, we offer you choice of a replacement or a refund for the affected products. To process a damage claim, we require clear photographs of the damaged items and the packaging they arrived in, sent to sales@intexpharmaresearch.uk within the 21-day claim window. Photographs allow us to identify the cause and improve our package handling.
4. Customs Seizures
Customs seizures are the responsibility of the customer. When you place an international order, you acknowledge that you are aware of the risks associated with international shipping and the import regulations of your own country. Intex Pharma is not liable for orders seized, detained, or destroyed by customs authorities, and such orders are not eligible for refund or reshipment. It is your responsibility to understand the import rules that apply to your location before ordering.
5. Opened or Used Products
For reasons of safety, legality, and product integrity, we cannot accept returns of opened or used products under any circumstances. Once a product has left our facility and been opened, it cannot be resold or reused, and accepting it back would compromise the safety of other customers. This is standard practice for pharmaceutical and research products. Please order carefully and review each product description before purchasing.
6. Incorrect Orders
If you receive a product different from what you ordered, contact us within the 21-day claim window at sales@intexpharmaresearch.uk with your order number and details of the discrepancy. Where we have despatched an item in error, we will arrange a replacement of the correct product or a refund at no additional cost to you.
7. How Refunds Are Processed
Approved refunds are processed using the same payment method used for the original order, unless an alternative is agreed. Refund processing times depend on the payment method and may take several working days to appear, depending on your bank, payment provider, or network. Shipping costs are included in refunds for lost, damaged, or incorrectly despatched orders.
8. How Reshipments Are Processed
Where you choose a reshipment for a lost or damaged order, the replacement is despatched at no additional cost using the same shipping method as the original order. Reshipments follow the same despatch and delivery timeframes set out in our shipping terms. Tracking for the reshipment is provided by email at the moment of despatch.
9. How to Make a Claim
To submit any claim under this policy, email sales@intexpharmaresearch.uk within 21 days with the following: your order number, a description of the issue, and, for damage claims, clear photographs of the products and packaging. Our team will review your claim and respond with the available resolution options.
10. Statutory Rights
Nothing in this Refund Policy affects your statutory rights as a consumer under UK consumer protection law, including rights under the Consumer Rights Act 2015 where applicable.
11. Contact Us
For any questions about this Refund Policy or to start a claim, contact us at sales@intexpharmaresearch.uk. Related pages include our How to Make Payments guide and Terms and Conditions.