Refund policy

About us and this policy

This website and online store at 7labs.uk (the "Site") is operated by 7 Labs Ltd, a company registered in England and Wales under company number 17381307, whose registered office is at Office 402, U5, 399–405 Oxford Street, London, W1C 2BU.

In this policy, "7Labs", "we", "us" and "our" mean 7 Labs Ltd. "You" and "your" mean the person who placed the order.

This policy forms part of our Terms of Service and explains how to cancel an order, how to return an item, and how refunds work. Nothing in it affects your legal rights.

If you are a consumer, you have rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015. Sections 1 and 7 below explain them. Where anything in this policy conflicts with those rights, your legal rights take precedence.

1. Your right to change your mind

If you are a consumer, you may cancel your order within 14 days of the day you, or someone you nominate, receive the goods. You do not need to give a reason.

Once you have told us you are cancelling, you then have a further 14 days to send the goods back to us.

If your order is delivered in separate parts, the 14-day period runs from the day you receive the last item.

You can also cancel at any point after placing your order and before it is dispatched. Contact us as soon as possible at returns@7labs.uk and we will cancel it and refund you in full.

2. Sealed products and hygiene

Our products are food supplements. For health protection and hygiene reasons, we cannot accept the return of any product where the seal has been broken after delivery. This exception is permitted under the Consumer Contracts Regulations 2013.

You are welcome to open the outer packaging and handle a product as you would in a shop to check what it is. You do not lose your right to cancel by doing so. However, once the inner seal on a bottle, sachet or dropper is broken, that item can no longer be returned unless it is faulty, damaged or not what you ordered — in which case section 7 applies instead and this restriction does not.

If you handle the goods more than is necessary to check them, we may reduce your refund to reflect any loss in their value.

3. How to start a return

Email us at returns@7labs.uk with your order number and tell us which items you wish to return. You do not need the original receipt — your order number or the confirmation email is enough.

We will reply with a returns authorisation, a return shipping label and instructions on how and where to send your parcel.

Please do not send anything back before contacting us. Parcels sent to us without an authorised return may not be processed, and we may not be able to identify or refund them.

4. Where to send returns

Returns must be sent only to the address we give you in your returns authorisation.

7 Labs Ltd — Returns 3a Station Road Amersham HP7 0BQ United Kingdom

Please note that this is our returns address only. It is not our registered office, and correspondence about anything other than a return should be sent to us by email at returns@7labs.uk.

5. Return postage

Return postage is free. When we authorise your return we will send you a prepaid label, and there is no restocking fee.

If you return an item without using the label we provide, we may not be able to reimburse your postage costs.

6. Refunds

We will let you know once we have received and inspected your return, and whether the refund has been approved.

Approved refunds are issued to your original payment method within up to 14 days of us receiving and inspecting the goods, which is the maximum period allowed by law. Your bank or card provider may take a few further days to show the money in your account.

Where you cancel a whole order under section 1, we will also refund the standard delivery charge you paid. If you chose a more expensive delivery option, we refund the cost of our standard option. Where you return only part of an order, delivery charges are not refunded.

We may reduce a refund to reflect any reduction in the value of goods caused by handling beyond what is necessary to check them.

7. Faulty, damaged or incorrect items

The 14-day window in section 1 does not apply to items that arrive faulty, damaged or incorrect. Your rights under the Consumer Rights Act 2015 are separate and last longer.

Please check your order when it arrives and contact us at returns@7labs.uk as soon as you notice a problem, with your order number and a photograph if you can. This helps us resolve it quickly and put things right with the supplier or carrier.

Within 30 days of receiving a faulty item, you have the short-term right to reject it and receive a full refund.
After 30 days and within six months, you are entitled to a repair or replacement. If that is not possible or does not resolve the problem, you are entitled to a refund, which may be reduced to reflect the use you have had.
After six months, the same rights apply, but you may be asked to show that the fault was present when the item was delivered.

You will never be charged return postage for a faulty, damaged or incorrect item, and the hygiene restriction in section 2 does not apply to these returns.

If a product is damaged in transit, please keep the packaging where you can — it helps us with the carrier claim.

8. Exchanges

We are happy to exchange items. The quickest way is to return the original item under this policy and place a new order for the item you want, so that you are not waiting for the return to be processed first.

If you would prefer us to arrange a direct exchange, email returns@7labs.uk and we will do our best to help.

9. Items we cannot accept

We cannot accept returns of:

products whose inner seal has been broken after delivery, for the hygiene reasons explained in section 2;
products returned outside the periods set out in this policy;
products that have been damaged after delivery through misuse or improper storage; or
products sent back to us without an authorised return.

These restrictions do not apply to items that are faulty, damaged on arrival or not what you ordered.

10. Contact us

For any question about a return, a refund or this policy:

7 Labs Ltd Registered in England and Wales, company number 17381307 Registered office: Office 402, U5, 399–405 Oxford Street, London, W1C 2BU

Email: returns@7labs.uk Telephone: +44 7544 895033

Last updated: 04 Aug 2026