What should I do when my product doesn't work as expected?
Atelerix values quality, so if a product does not perform as described on the datasheet, please contact us within 3 months of delivery.
If you’re experiencing protocol-related problems, our in-house scientific support team are on-hand to provide you with expert support. If you don’t provide details of your protocol or follow the recommendations of our experts, Atelerix will unfortunately be unable to issue a replacement or refund.
If the issue is product-specific, we can offer a replacement or a refund, assuming the product was properly handled. A refund will be issued within 21 business days.
What should I do if I ordered the wrong product, or if I no longer want a product?
If items are ordered incorrectly, please contact Atelerix, and we will consider taking them back. This excludes products with special shipping requirements. For these products, store as indicated and contact Atelerix as soon as you can.
All returns require prior authorisation and must be shipped at the purchaser’s expense within seven business days of receipt. You must cover all shipping, handling, and packaging costs – a 20% restocking fee may also apply. Items must be sent via overnight service with appropriate packaging. Refunds are processed within 21 business days.
Atelerix does not accept returns or offer refunds for incorrectly ordered items in Asia Pacific excluding China and Japan.
To arrange a return, please contact us.
Return requirements:
- Store the product as specified on the datasheet.
- Return it in its original packaging.
- Include all original documentation.
- Use an overnight courier and provide an air waybill (AWB) for international shipments.
- Share the tracking number with us.
- The product must be undamaged, unless it arrived damaged.
Shipping address:
Atelerix Ltd, The Biosphere, Draymans Way, Newcastle Helix, Newcastle upon Tyne, NE4 5BX, United Kingdom
Include the Atelerix order reference number on the shipping label eg Attention: Atelerix order [add Atelerix ref]
Once we receive the returned goods, a credit note will be issued. If you have already paid, the credit note can be used against an unpaid invoice or refunded. Credit notes cannot be used as a payment method for new orders.
What should I do if the wrong product has been received?
In the unlikely event of receiving an incorrect item, please contact us immediately. Store the item in the original packaging, using the storage instructions on the datasheet. Please do not attempt to return the item yourself. Atelerix will get back to you promptly to make sure you receive the correct product.
Do you offer exchanges?
If a product is defective or damaged, we offer a free replacement or credit toward a future order.
If you ordered the wrong item or changed your mind, contact us. We may offer account credit, which may or may not require returning the product (see ‘What should I do if I ordered the wrong product, or if I no longer want a product’ for full details). If a return is necessary, the item must be received within the specified return window before issuing credit.
What is the return window?
- Incorrectly ordered or unwanted products: Return within seven business days of receipt.
- Defective or damaged products: Return within 3 months.
We do not offer extensions, but take holidays into account.
How do I get a return label?
If Atelerix sent you the wrong item:
- Orders over £1K: We provide a prepaid return label.
- Orders under £500: No return required—please dispose of the item responsibly.
If you ordered the wrong item or no longer want it:
- You must cover return shipping costs, including the label. See ‘What should I do if I ordered the wrong product, or if I no longer want a product’ for more information.
