Core Research does not accept returns. Research materials cannot be resold once they have left our control, so this policy is built around replacement where something has gone wrong in transit or in packing, and around telling you quickly what to do.

Last updated: 6 September 2026

No returns

Once an order has been dispatched it cannot be returned, whether opened or unopened, used or unused. After a material leaves us we can no longer vouch for how it has been stored or handled, so it cannot be resold or accepted back. That protects every other customer’s material as much as it protects ours.

What we replace

Lost in transit

A replacement is sent free of charge when all of the following hold:

• the tracking shows the parcel lost in transit, or the tracking has not updated for an extended period (typically 14 or more working days for a UK delivery);
• the carrier has confirmed the loss;
• the delivery address given at checkout was accurate and complete.

Email info@core-research.net with your order number and tracking details. We investigate with the carrier and respond within one working day.

Damaged in transit

If the outer packaging or the product arrives visibly damaged, photograph the parcel and the product before opening, and email us within 24 hours of delivery with your order number and the images. Claims made after 24 hours of receipt are not eligible for replacement.

Wrong product received

If a packing error on our side means you receive the wrong product, tell us within 48 hours of receipt with a photograph of what arrived. We arrange a replacement at no cost to you.

What is not refunded or replaced

• change of mind after the order is placed;
• delivery to an incorrect address supplied by the customer;
• refusal of delivery, or failure to be present for it;
• damage, storage or handling problems after delivery;
• opened or used products;
• customs delays, seizures or rejections on international shipments;
• misuse of a product, or any use outside its research scope.

Cancelling an order

An order can be cancelled only while it is still unprocessed. Once it has been packed and given a tracking number it cannot be cancelled or changed. To cancel, email info@core-research.net straight away with your order number.

Making a claim

For any lost-in-transit, damage or wrong-product claim, email info@core-research.net with your order number, the tracking number, the order date, a description of the problem and any evidence you have, such as tracking screenshots and photographs. We respond within one working day and tell you what happens next.

Research use only

Every product is sold for laboratory research only. Nothing is intended for human consumption, veterinary use or diagnosis, or for the treatment, prevention, cure or mitigation of any disease, and by ordering you accept that restriction. No refund is given for any claim arising from use outside that scope.