Refund & Return Policy

At Viogen Labs UK, we are committed to providing high-quality, authentic products and a smooth customer experience. This Refund & Return Policy explains how returns, replacements, and refunds are handled. By placing an order on our website, you agree to the terms below.

1. Return Eligibility

We accept returns under the following conditions:

  • Products must be unopened, unused, and in their original sealed packaging.
  • The return request must be submitted within 14 days of receiving your order.
  • Items must be in resellable, original condition.

For health, hygiene, and safety reasons, we cannot accept returns of opened, used, or tampered products.

2. Damaged, Faulty, or Incorrect Products

If you receive an item that is:

  • damaged,
  • defective, or
  • incorrect,

please contact us within 48 hours of delivery.

Provide:

  • Your order number
  • Clear photos of the product and packaging
  • A brief explanation of the issue

Once your claim is reviewed and approved, we will offer a replacement, store credit, or full refund, depending on availability and your preference.

3. Non-Returnable Items

Certain items are not eligible for return:

  • Opened or used products
  • Items with broken seals
  • Products purchased outside viogenlabs.uk
  • Clearance, discounted, or promotional items (unless received damaged)

4. Refund Process

Once your return is received and inspected, we will notify you regarding approval or rejection.

If approved:

  • Refunds are issued to the original payment method
  • Refunds typically take 3–7 business days to appear, depending on your bank or payment provider
  • Shipping fees are non-refundable, except in cases where the error was ours

If a return is rejected due to improper condition, we will notify you and give the option to have the item returned (shipping charges apply).

5. Return Shipping Costs

  • Customers are responsible for return shipping costs for voluntary returns (e.g., wrong product ordered, change of mind).
  • If the return is due to our error damaged, incorrect, or faulty product we will cover the return shipping costs.

6. Order Cancellations

Orders may be cancelled within 1 hour of purchase, provided they have not yet been processed or dispatched.
Once an order has shipped, it cannot be cancelled. You may still return the product according to our return policy.

7. How to Request a Return

To request a return or report an issue, please contact:

📧 sales@viogenlabs.uk

Include the following:

  • Full name
  • Order number
  • Reason for return
  • Photos (if applicable)

Our customer support team will provide instructions and a return authorisation code. Returns sent without prior approval may be rejected.

8. Customer Satisfaction Commitment

At Viogen Labs UK, customer trust and product quality are our priorities. If you experience any issue with your order, we will work with you to resolve it quickly and professionally.