Last updated: April 2026
This Returns Policy applies to all orders placed on trutide.co.uk. Your statutory rights under UK consumer law are not affected by this policy.
1. Important Notice — Nature of Products
All Trutide products are specialist research chemicals supplied for in vitro laboratory use only. Due to the nature of these products — including their specialist handling, storage, and regulatory requirements — we are only able to accept returns in the following circumstances:
- The product is faulty
- The product does not match its description or Certificate of Analysis specification
We are unable to accept returns for change of mind, incorrect orders placed by the buyer, or any other reason outside of the above.
2. Faulty or Not as Described
If a product does not meet the purity specification stated on its Certificate of Analysis (COA), or has been incorrectly described, we will offer a full replacement or refund at no charge.
To make a claim:
- Contact us at support@trutide.co.uk within 14 days of receiving your order
- Include your order number, lot number (from the COA), and a description of the issue
- We may request supporting evidence such as independent third-party test results
We will respond within 5 business days and, where a claim is upheld, issue a replacement or refund within 14 days.
3. Cancellations
Orders may be cancelled before dispatch by contacting us at support@trutide.co.uk. Once an order has been dispatched it cannot be cancelled.
4. Refunds
Approved refunds will be processed within 14 days of confirming the claim. Refunds will be issued to your original payment method.
5. Your Statutory Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015.
6. Contact
For all returns and refund enquiries: support@trutide.co.uk