Refunds & Returns
Last updated: October 2026.
No returns, no refunds after dispatch
Our compounds are sealed, temperature-sensitive research materials shipped in a continuous cold chain (2°C–8°C). Once an order has been dispatched it can no longer be verified, re-sealed, or restocked, so we cannot accept returns, and no refunds are issued once an order has been dispatched. This is a permitted exemption from the usual 14-day distance-selling cancellation right, as our goods are sealed health products and are likely to deteriorate rapidly once outside the cold chain.
Cancelling before payment clears
You may cancel an order free of charge at any time before payment has been received in full. Simply contact us on 07970 285317 or info@alluvi.co.uk with your order reference. If you have already paid, we refund the full amount to the account your payment came from within 3–5 working days.
Transit damage, cold-chain failure, wrong item
We stand behind every parcel we dispatch. If your order arrives damaged, the cold chain appears to have failed (for example the parcel arrives warm), a seal is broken, or you received the wrong item: contact us within 48 hours of delivery with your order reference and photos of the packaging and product. We will send a replacement in the next dispatch batch, or refund the affected items in full (including the delivery charge), at no cost to you.
Claims we cannot accept
- Change of mind after dispatch (sealed research goods cannot be restocked).
- Damage reports made more than 48 hours after delivery.
- Claims arising from use, handling, reconstitution, or storage of the product.
- Orders cancelled after payment has cleared, once goods have shipped.
How to request a claim
- Email info@alluvi.co.uk with your order reference (from your confirmation email).
- Include a short description of the issue and photos of the parcel, packaging and product as received.
- We aim to respond within one working day. Approved refunds are returned by bank transfer to the account your payment came from, typically within 3–5 working days.
Questions
Full details on handling of goods are in our Terms & Conditions. Dispatch, tracking and the cold chain are covered on our Delivery page. Contact us any time at info@alluvi.co.uk.
