This policy explains how return and refund requests are handled for test bookings, analytical products, scientific supplies, cancelled services, damaged or incorrect goods, duplicate payments and provider issues.
Refunds may be considered where payment was duplicated, a service was not available, a provider cancelled a confirmed booking, or a valid technical/payment error occurred.
Approved refunds may take several business days depending on payment provider, bank processing time and verification requirements.
Where possible, Allanalysis or the provider may offer rescheduling, credit, replacement booking or alternative service instead of a cash refund.
Contact support with your booking ID, payment reference, full name, phone number and reason for the request.
Analytical instruments, laboratory equipment, scientific supplies, accessories, spare parts and eligible consumables may be returned where the customer receives the wrong product, a materially different item from the product page, a product damaged in transit, an incomplete order, or a product confirmed to be defective on arrival. The item must ordinarily be reported within 7 calendar days after delivery unless a longer period is stated on the product page, invoice or applicable law.
Except where defective, damaged, incorrectly supplied or required by law, returns may be declined for:
Customers should inspect delivered packages promptly. Where a product arrives visibly damaged, defective, incomplete or different from the confirmed order, the customer should notify Allanalysis as soon as reasonably possible and preferably within 48 hours. We may request photographs of the outer packaging, shipping label, product, serial number, accessories and the reported issue. Depending on verification and availability, we may arrange repair, replacement, completion of missing items, exchange, store credit or refund.
A change-of-mind return may be accepted only where the product page, seller or applicable law expressly allows it. The product must remain unused, unopened, complete and suitable for resale. The customer may be responsible for return delivery costs and any non-recoverable shipping, installation, import, payment-processing or special-order charges, provided these deductions are disclosed and legally permitted.
Where Allanalysis or the merchant confirms that the wrong, defective, damaged or materially misdescribed product was supplied, reasonable return-delivery or collection costs will normally be borne by the responsible seller. For an approved change-of-mind return or customer ordering error, the customer may be responsible for return shipping and safe packaging. Products should not be sent using an unapproved courier or to an unconfirmed address.
Returned products may be inspected to verify identity, condition, completeness and the reported issue. After inspection, Allanalysis or the responsible merchant may approve a refund, replacement, repair, exchange, store credit or return of the product to the customer where the claim is not validated. Inspection does not remove any non-excludable consumer right.
Approved product refunds will normally be issued to the original payment method or another verified method agreed with the customer. Refund processing may begin after the returned item is received and inspected, or earlier where return shipment is unnecessary. Bank, card or payment-provider processing times may apply after Allanalysis releases the refund. Any approved deduction will be explained before the final refund is issued.
Customers may request cancellation before an analytical product is dispatched. Cancellation is subject to whether processing, procurement, customisation, calibration, importation or shipment has already begun. Standard stocked items cancelled before dispatch may qualify for a full refund, while specially ordered or already processed items may be subject to disclosed non-recoverable costs.
Merchants selling analytical products through Allanalysis must maintain a clear, accurate and accessible return and refund process, provide valid contact and return information, respond to eligible claims, avoid misleading restrictions, and honour the policy displayed to the customer at the time of purchase. Product-feed, landing-page and checkout information should remain consistent, including price, availability, delivery and return terms.
This policy is intended to provide customers with clear information about return eligibility, return periods, exclusions, return methods, shipping-cost responsibility, refund methods and processing expectations. Product listings submitted to Google Merchant Center, Shopping ads or free listings should link to an accessible return and refund policy that accurately reflects the customer's actual purchase and post-purchase experience.
Nothing in this policy excludes or limits consumer rights that cannot lawfully be excluded. Where applicable law provides a longer return period, mandatory remedy, warranty right or refund entitlement, that legal requirement will prevail.
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