Delivery & Returns
How we pack and send orders, what it costs, and what happens if something is wrong. Research material cannot be restocked once it has left us, so we do not run a discretionary change-of-mind exchange — but if you are a consumer your legal right to cancel is unaffected, and section 6 sets out exactly how it works.
Free
Tracked, tracking number emailed on dispatch
None
Free delivery applies to every UK & Ireland order
Same day
Ordered before 2pm, Monday to Friday
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Where we ship
We ship across the United Kingdom, the Republic of Ireland and most of Europe. Ireland is charged at the UK rate, not an international one.
Rules differ across Europe, and whether you may lawfully receive a particular compound where you live remains yours to check — ask us if you are unsure and we will tell you what we know.
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What delivery costs
| Order value | Delivery | Service |
|---|---|---|
| United Kingdom — any value | Free | Tracked, 2–3 business days |
| Republic of Ireland — any value | Same as UK | Tracked, 2–3 business days |
| Europe — any value | £4.99 | Royal Mail International Tracked, 5–7 days |
The threshold is measured on the order total after any bundle, multibuy or discount code has been applied — that is, on what you actually pay for goods, not on the pre-discount figure. The same rule is used whether you order through this website or directly through our team, because you pay the same price whichever way you order.
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How orders are packed
Lyophilised material is held sealed and cold and is packed to stay stable in transit. Short periods at ambient temperature during shipping do not affect lyophilised material, which is why standard tracked post is appropriate and why we do not charge you for a courier you do not need.
Parcels are plain and unbranded on the outside. Nothing on the packaging identifies the contents or the sender beyond what postal regulations require.
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Returns of research material
The reason is worth explaining properly, because it is a considered decision rather than an administrative convenience.
The value of a research reagent lies entirely in the certainty of what it is and how it has been kept. The moment a vial leaves our control, that certainty is gone. We cannot know what temperature it reached, how long it sat in a warm car or a hallway, whether it was dropped, or whether the seal was disturbed and re-seated. A vial that has been away from us for a fortnight and comes back looking perfect is, for research purposes, an unknown quantity.
Anything returned to us is destroyed. It is never restocked and never sent to another researcher. We are not willing to put material of unverifiable provenance into someone else’s work, and we would not want another supplier doing it to you. That is a cost we absorb; it is not a reason to withhold a refund anyone is entitled to.
To help you order correctly rather than optimistically:
- Every product page states the compound, the quantity, the form and whether diluent is included — it is not.
- Stock figures on this site are live and accurate.
- If you are unsure which presentation you need, message us on WhatsApp before ordering. We would far rather spend five minutes getting your order right than have you stuck with the wrong vial.
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Business customers
Where you are genuinely buying on behalf of a laboratory, institution, company or other business, the sale is a business-to-business supply and the consumer cancellation right in section 6 does not apply to it.
Whether you are a consumer is a question of fact, decided by the law rather than by this page. If you are buying for purposes wholly or mainly outside a business, you are a consumer and section 6 applies to you — whatever you selected at checkout, and whatever this page says. We are not going to argue that point with anyone.
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If you are buying as a consumer: your right to cancel
If you are a consumer, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 give you a right to cancel a distance purchase. Here is exactly how that works with sealed research material.
You have 14 days from the day you receive your order to tell us you are cancelling. Email support@novovita.health, message us on WhatsApp, or use our cancellation form. You do not have to give a reason, and we will not ask for one.
You then have a further 14 days from telling us to send the goods back. What matters for the deadline is the date you notify us, not the date the parcel reaches us.
| Condition of the vial | Right to cancel | What you get back |
|---|---|---|
| Still sealed, seal intact | Applies in full | The price you paid plus our standard outbound delivery charge, within 14 days of us receiving the goods. Return postage is at your cost. |
| Unsealed, seal broken | Does not apply | — |
The exemption for unsealed vials comes from regulation 28(3) of those Regulations, which removes the right to cancel for sealed goods that are not suitable for return on health-protection or hygiene grounds once they have been unsealed. A vial of research material with a broken seal falls squarely within it.
If you paid for a faster delivery service than our standard one, the refund covers the standard cost rather than the premium you chose. Everything returned is destroyed rather than restocked, for the reasons in section 4 — that does not affect what you are refunded.
None of this limits your rights where something is actually wrong with the goods. Those are separate, they are not time-limited in the same way, and they are covered in section 7.
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If something is wrong — always put right
None of the above applies where the fault is ours. If goods arrive damaged, faulty, not as described, or simply not what you ordered, we will replace or refund them, and we cover the postage. That is your right under the Consumer Rights Act 2015 and it is also simply how we intend to trade.
- Damaged in transit — risk stays with us until the parcel reaches you. Send us a photograph and we will sort it.
- Wrong item supplied — our error, our cost, replacement dispatched immediately.
- Faulty or not as described — full refund within 30 days, repair or replacement after that.
Please tell us as soon as you reasonably can. A photograph usually settles it in one message. We do not operate a short reporting window and we will not ask you to return an item that was wrong when it left us.
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When risk and ownership pass
Risk in the goods passes to you when you, or someone you have nominated, take physical possession of them. Not when we dispatch them. If a parcel is lost or damaged before it reaches you, that is ours to put right.
Ownership passes once we have received payment in full.
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Cancelling before dispatch
If you change your mind before we dispatch, tell us straight away and we will cancel and refund in full, no questions. Orders placed before 2pm on a business day are dispatched the same day, so that window can be short — tell us as soon as you can. This is the point at which cancelling is easy, and it is the one we would encourage you to use.
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Tracking an order
A tracking number is emailed when your parcel is dispatched, and you can check progress on the order tracking page. If tracking has not moved for three business days, message us and we will chase it.
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How to reach us
WhatsApp: 0044 73 8615 3082
Email: support@novovita.health
NovoVita
All products are supplied for laboratory research use only. They are not medicines, are not authorised by the MHRA or any other regulator for human or veterinary use, and must not be administered to humans or animals.