Returns & Cancellations
Two different sets of rights apply here, because we sell two different kinds of thing. Stock formulations off the shelf are ordinary goods. Labels you write yourself are made to your specification. The law treats those differently, so this page does too.
1. Stock formulations — 14 days, no reason needed
Every vial from our standing range is an ordinary consumer purchase. Under the Consumer Contracts Regulations 2013 you have 14 days from the day your order arrives to tell us you want to cancel, and you do not have to give a reason.
Once you have told us, you have a further 14 days to send the goods back. We refund within 14 days of receiving them, or of receiving proof you have sent them — whichever is sooner.
- We refund what you paid for the goods, plus our standard outbound delivery charge.
- If you chose a faster or more expensive delivery option, we refund the standard rate only.
- You pay for the return postage unless the goods were faulty or not as described.
- Goods should come back unused and in a resaleable state. You may handle them as you would in a shop; if you go further than that and the value drops, we may reduce the refund accordingly.
To start a cancellation, email hello@unlicensedlabs.co.uk with your order number. We will send you the return address by reply. You are welcome to use the model cancellation form below, but any clear statement is enough.
2. Personalised labels — no cancellation right
If you used the label builder, we printed your words onto stock that cannot be sold to anybody else. Goods made to the consumer’s specification or clearly personalised are excluded from the 14-day cancellation right by regulation 28(1)(b) of the Consumer Contracts Regulations 2013.
In plain terms: once a personalised order goes into production, it cannot be cancelled, returned or refunded because you changed your mind. You will see this stated again on the review step of the builder and at checkout, before you pay.
Two things still apply, and always will:
- If we have not started printing yet, contact us straight away and we will cancel it if we can. Say so within an hour of ordering and there is a good chance.
- If we print it wrong — our typo, our misprint, our wrong colour — that is a fault, and section 3 below covers it in full. Proofread your text carefully; we print exactly what you type.
3. Faulty, damaged or not as described — both kinds, always
Nothing on this page limits your rights under the Consumer Rights Act 2015, and those rights apply to personalised orders exactly as they do to stock ones. Goods must be of satisfactory quality, fit for purpose, and as described.
- Within 30 days of delivery you can reject faulty goods and get a full refund.
- After 30 days you are entitled to a repair or replacement; if that fails, a refund (which may be reduced to reflect the use you have had).
- If a fault shows up within six months of delivery, it is presumed to have been there from the start unless we can show otherwise. After six months you can still claim, but you may need to show the fault was there at delivery.
- You can bring a claim for up to six years after delivery (five years in Scotland).
- We pay return postage on anything faulty, damaged in transit, or not what you ordered.
Email hello@unlicensedlabs.co.uk with your order number and a photograph of the problem. We would rather sort it than argue about it.
Orders outside the UK
The rights above are the UK statutory position. If you ordered from outside the UK, your own consumer law may give you more; it does not give you less from us. Import VAT and duty you paid on the way in are collected by your own customs authority, not by us, and are not ours to refund — you would need to reclaim those directly. See Shipping & Delivery.
Model cancellation form
For stock formulations only. Copy this into an email, fill it in and send it to us. You do not have to use it.
To: Unlicensed Labs, hello@unlicensedlabs.co.uk
I/We* hereby give notice that I/We* cancel my/our* contract of sale of the following goods*:
Ordered on* / received on*:
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is sent on paper):
Date:* Delete as appropriate.
Contact
Unlicensed Labs
Email: hello@unlicensedlabs.co.uk
Returns address supplied on request and with every order confirmation.