You may contact us at any time prior to dispatch to request a full refund on your order. After despatch order cancellations cannot be accepted. A refund may be possible under specific circumstances which meet the terms of our service guarantee.
What should I do if my product is damaged upon receipt?
If there is damage to your ordered products on receipt you should contact us within 7 days along with any evidence of damage sustained.
The courier has not delivered my order, but we have been notified the delivery was made. How can we reconcile our products?
If a courier has marked a package as delivered, please check with all of your local facilities and operational departments as the first point of call. Particularly, with deliveries to large institutions please contact your reception areas or technicians, in case they have been picked up and stored already. Following this, please contact the local courier to identify the location of the dropoff. If after following all of these steps you are still unable to locate the package please contact us and we will initiate a case with the courier to reconcile the parcel.
Service disruptions – holidays affecting orders
There are a number of national holidays which will affect our despatch schedules throughout the year. This includes festivals in December, February and Spring, as well as specific country and regional holidays. During periods of likely delays we update our customers with website and email notifications. You are welcome to join our email marketing lists to receive up to date information on these events and how they may impact our despatches.