Refund Policy

This Refund Policy explains how Camo Chem handles pre-dispatch order amendment or cancellation requests, post-dispatch returns or cancellation requests, and refunds.

Please read this policy carefully before placing an order.

1. Scope of this policy

This policy applies to orders placed through the Camo Chem website.

It should be read together with our Terms and Conditions and Shipping Policy.

For operational, logistical and product integrity reasons, return procedures may differ between UK orders and international orders. Any such differences will be based on destination, fulfilment model, transport conditions and return handling requirements, and not on customer nationality.

Nothing in this policy is intended to exclude or restrict any statutory rights that you may have as a consumer where such rights apply and cannot lawfully be excluded.

2. Pre-dispatch order amendments and cancellations

We understand that customers may occasionally need to amend or cancel an order shortly after placing it.

Requests to amend or cancel an order before dispatch must be submitted within 2 hours of the order being placed.

This 2 hour period is a customer service window only. It is intended to allow us to stop or adjust processing before dispatch where reasonably possible.

We are unable to guarantee that any amendment or cancellation request can be actioned if it is received:

1. more than 2 hours after the order was placed;
2. after the order has entered processing;
3. after shipping documents or courier data have been generated;
4. after the order has been packed, prepared for dispatch or allocated for collection; or
5. after dispatch.

A request to amend or cancel an order does not in itself mean that the request has been accepted or successfully actioned.

If we are able to stop an order before dispatch, we will confirm this by email and process any applicable refund.

3. Once an order has been dispatched

Once an order has been dispatched, it can no longer be treated as a pre-dispatch order cancellation or amendment request.

Any request made after dispatch will instead be handled as a post-dispatch return or cancellation request in accordance with this Refund Policy and any applicable consumer rights.

4. Consumer cancellation rights for distance sales

If you are purchasing as a consumer and applicable law gives you a right to cancel a distance contract after delivery, you must notify us within the applicable cancellation period.

Where the Consumer Contracts Regulations apply, this will generally mean that you must tell us within 14 days of receiving the goods that you wish to cancel, and then return the goods within 14 days of telling us.

Where applicable, refunds will be made within 14 days of us receiving the returned goods back, or within 14 days of you providing satisfactory evidence that they have been sent back, if earlier.

Where required by law, we will also refund the cost of standard outbound delivery. If you selected a more expensive delivery option, we are only required to refund the cost of standard delivery.

5. Contact us first

If you wish to request a return or cancellation after dispatch, you must first contact us by email at customers@camochem.uk and include:

1. your order number;
2. your full name;
3. the email address used for the order;
4. the reason for the request, where relevant; and
5. photographs or supporting information, where relevant.

Please do not send goods back without contacting us first.

Where return instructions are required, we will provide them by email.

Returns sent without prior contact may experience substantial processing delays, especially where we are unable to identify the parcel promptly on arrival.

6. Return Form and return identification

Where a return is authorised or return instructions are provided, we may issue a Return Form by email.

The Return Form should be completed and included inside the parcel so that we can identify the return and process it more efficiently.

If the Return Form is not included, or if sufficient identifying information is not enclosed inside the parcel, this may materially delay return review and refund processing.

7. UK and international return handling

Return procedures may vary depending on whether the order was delivered within the United Kingdom or internationally.

For UK orders, we may, at our discretion, provide a more streamlined return handling process where operationally practical.

For international orders, stricter return procedures may apply due to cross-border logistics, transport duration, customs exposure, product integrity concerns and increased return handling complexity.

For international orders in particular:

1. you must contact us before returning any goods;
2. you are responsible for arranging the return shipment unless the return is due to our error or the goods are faulty, incorrect or damaged in transit;
3. you are responsible for the direct cost of return where permitted by law;
4. we strongly recommend using a tracked service and retaining proof of postage; and
5. any refund review may be deferred until the parcel has been physically returned to us or its return has been reliably evidenced.

8. Customer responsibility for returns

Unless the return is due to our error, or the goods are faulty, damaged in transit or not as described, you are responsible for arranging and paying for the return of the goods where this is permitted by law.

You are responsible for ensuring that returned goods are packaged appropriately and sent using a suitable service.

We strongly recommend using a tracked service and retaining proof of postage.

We are not responsible for items lost, delayed or damaged in transit during return where the return shipment is arranged by you.

9. Return conditions

Returned goods must be sent back within the applicable return period communicated to you or required by law.

Returned goods must be packaged appropriately to reduce the risk of damage in transit.

We reserve the right to inspect returned goods on receipt before confirming the final refund amount, where inspection is reasonably necessary.

10. Handling and condition of returned goods

If you are exercising a consumer cancellation right, you are only entitled to handle the goods to the extent reasonably necessary to inspect them in the same way you might in a shop.

Where permitted by law, we may reduce the refund to reflect any loss in value resulting from handling beyond what is reasonably necessary to establish the nature, characteristics and functioning of the goods.

We may also reduce or refuse a refund to the extent permitted by law where goods are returned damaged due to inadequate packaging, misuse, contamination, improper storage, or handling after delivery.

11. Condition-sensitive and integrity-sensitive goods

Certain goods may be sensitive to storage conditions, heat exposure, temperature fluctuation, transit duration, contamination risk or chain of custody after delivery.

For this reason, once such goods have been delivered, we may restrict or decline returns where we cannot reliably verify that appropriate storage, temperature control, handling and product integrity have been maintained.

This applies in particular where ambient conditions, seasonal temperatures, delayed receipt, failed delivery attempts, parcels left awaiting collection, or other post-delivery circumstances may have affected product integrity.

This may include peptides and other condition-sensitive research materials.

Nothing in this clause is intended to exclude any statutory rights that cannot lawfully be excluded, including in relation to goods that are faulty, incorrect, damaged in transit or otherwise not in conformity with the contract.

12. Faulty, damaged or incorrect items

If you receive an item that is faulty, damaged in transit or incorrect, you must contact us as soon as reasonably possible after delivery.

Please include your order number and clear photographs where relevant.

Where appropriate, we may ask for further information before determining whether a refund, replacement, resend, store credit, partial refund or other remedy is appropriate.

Nothing in this policy affects your statutory rights in relation to goods that are faulty, misdescribed or not in conformity with the contract.

13. Refused, unclaimed or undeliverable parcels

If a parcel is refused at delivery, left unclaimed, returned to sender, or cannot be delivered because of incorrect, incomplete or inaccurate shipping information supplied by you, any refund will be considered only once the parcel has been physically returned to us or satisfactory evidence of its return is available.

A refused or returned parcel will not be treated as a completed return for refund processing purposes until it is physically received back by us or reliably confirmed as returned.

Where permitted by law, we may deduct direct costs actually incurred by us as a result of the failed, refused or returned shipment. These may include outbound shipping costs not recoverable by us, return shipping charges, and reasonable handling costs directly caused by the failed delivery or return to sender event.

This clause does not remove any consumer rights that cannot lawfully be excluded.

14. Refund timing

Where a refund is due, we will normally process it using the original payment method where possible.

If a refund is payable after return of goods, we may withhold the refund until the goods have been received back by us or until you provide satisfactory evidence that they have been sent back, where applicable.

If a refund is approved before dispatch, it will normally be processed once cancellation has been confirmed internally.

Please note that banks, card issuers, payment processors and cryptocurrency systems may take additional time to complete the refund after it has been issued on our side.

15. Refund method

Refunds will normally be made using the original payment method used for the order, unless we agree otherwise or this is not technically possible.

Where a payment processor, banking channel or external platform prevents a refund to the original payment source, we may contact you to arrange an alternative lawful refund method.

16. Non-refundable or restricted refund situations

We may decline a refund request where permitted by law, including where:

1. the request falls outside the applicable return or cancellation period;
2. the goods are not eligible for return due to their nature and no legal right to return applies;
3. the goods have been misused, contaminated, improperly stored or materially altered after delivery;
4. the issue complained of was caused by incorrect or incomplete delivery information supplied by you; or
5. we reasonably conclude, following review, that the claim is not valid.

17. Contact

If you need help with a cancellation, return or refund request, please contact: customers@camochem.uk