Refund policy

At Nilah Labs, we take product quality seriously. Due to the nature of research-grade peptides and biochemical compounds, we operate a strict no-returns policy. Where goods are received damaged, defective, or incorrectly supplied, we will send a replacement free of charge.

IMPORTANT: We do not accept returns or issue refunds for research compounds received in satisfactory condition.

This is due to the health, safety, and regulatory requirements associated with biochemical research materials.

If your order arrives damaged, defective, or incorrect, contact us within 5 calendar days and

we will arrange a replacement. Do not return any goods without prior authorisation from us.

No-Returns Policy

By purchasing from Nilah Labs, you acknowledge and agree that:

• Research-grade peptides and biochemical compounds cannot be accepted back once despatched, as we cannot verify their storage conditions or integrity after leaving our possession;

• We are unable to issue refunds for change of mind, incorrect product selection, or any reason other than damage, defect, or incorrect supply;

• It is your responsibility to ensure you order the correct product and quantity before completing your purchase.

Statutory Position

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, a 14-day cancellation right may exist for certain purchases. However, this right does not apply where:

• Goods have been unsealed after delivery (for health and safety reasons);

• Goods are liable to deteriorate or expire rapidly;

• The nature of the goods makes return unsuitable for health, safety, or hygiene reasons.

Given the nature of research compounds, the statutory cancellation right will not apply in the vast majority of cases. If you believe your order may qualify (e.g. you wish to cancel before despatch), contact us immediately at support@nilahlabs.co.uk.

Damaged, Defective, or Incorrect Goods

If your order arrives damaged, defective, or if the wrong product has been sent, we will despatch a replacement at no cost to you. To request a replacement:

1. Email support@nilahlabs.co.uk within 5 calendar days of delivery.

2. Include your order number and clear photographic evidence of the damage, defect, or incorrect item.

3. We will review your report and, if approved, despatch a replacement within 3 to 5 business days.

We do not require you to return damaged or defective goods in most cases. If we do need the original product returned, we will provide a prepaid return label.

Contact for Replacement Requests

Email: support@nilahlabs.co.uk

Hours: Monday to Friday, 9am to 5pm

We aim to respond to all replacement requests within 12 hours.

Contact Us

Business Name: Nilah Ltd

Trading As: Nilah Labs

Company Number: 16924398

Registered Address: 807 30 Harbord Square, London, England, E14 9NJ

Email: support@nilahlabs.co.uk

Phone: +44 3301 333 390

Customer Service Hours: Monday to Friday, 9am to 5pm

We aim to respond to all enquiries within 12 hours.