Returns & Refunds
At Eira London, every compound is supplied research-grade, batch-documented and cold-chain protected. Because our products are temperature-sensitive and supplied sealed to preserve their integrity, our returns process differs from everyday consumer goods. This policy explains when an order can be cancelled, replaced or refunded, and how to reach us if something isn’t right. It does not affect your statutory rights.
Research use only
All Eira London products are supplied for research purposes only. They are not intended for human consumption, medical use, diagnosis, treatment, prevention or cure of any disease. By ordering, you confirm you are acquiring our products for lawful research use.
Cancelling before your order is dispatched
If your order has not yet been dispatched, you can cancel it for a full refund, including any shipping paid. Contact us as quickly as possible at info@eiralondon.com with your order number. Once an order has been dispatched it enters our cold-chain process and the section below applies.
Change-of-mind returns
Because our compounds are temperature-sensitive and supplied sealed to protect their stability and integrity, we cannot accept returns or offer refunds for change-of-mind once an order has been dispatched. Once a product has left our controlled cold-chain environment, its integrity can no longer be guaranteed and it cannot be re-supplied. For this reason these goods fall within the exemptions to the standard distance-selling right of cancellation (goods that are liable to deteriorate, and sealed goods not suitable for return once unsealed for health and integrity reasons). This does not affect your rights where an item is damaged, incorrect or faulty (see below).
Damaged, incorrect or missing orders
We pack every order carefully, but if something arrives wrong we’ll put it right. Please inspect your order on arrival and contact us within 48 hours of delivery if:
- an item arrived damaged (please include clear photos of the product and the packaging),
- you received the wrong item, or
- part of your order is missing or did not arrive.
Once verified, we will, at your choice, replace the affected item or issue a full refund, and we cover any associated costs. Reporting promptly is important so we can verify cold-chain integrity and resolve transit issues quickly.
Faulty or not-as-described products
If a product is not of satisfactory quality, not as described, or does not match its batch documentation (COA), you are entitled to a remedy under the Consumer Rights Act 2015. Contact us with your order number and details and we will arrange a replacement or refund. Your statutory timeframes for faulty goods apply in addition to the 48-hour transit-issue window above.
Items we cannot accept back
- Products whose seal has been opened or broken
- Products that have been stored or handled outside our cold-chain conditions after delivery
- Change-of-mind returns once an order has been dispatched
(None of the above limits your rights in respect of damaged, incorrect or faulty goods.)
How to make a claim
Email info@eiralondon.com (or use our Contact page) within the relevant window above, including:
- your order number,
- a brief description of the issue, and
- for damage, clear photos of the item and its packaging.
We respond to all enquiries within one business day.
Refunds
Approved refunds are issued to your original payment method within 5–10 business days of approval. Depending on your bank or card provider, it may take a few additional days to appear on your statement. Where a replacement is agreed, we dispatch it under our standard cold-chain process at no extra cost to you.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Changes to this policy
We may update this policy from time to time. The version shown here, with its “last updated” date, is the one that applies to your order.
Contact
Eira London
Email: info@eiralondon.com