Delivery and Returns Information

Delivery Time    


We hold stock of most items and aim to dispatch your order within 48 hours of receiving it (Monday to Friday) if ordered before 12pm.  You shall receive an email confirmation once your order is dispatched.  If you do not receive your order within 7 working days please contact us on 01299 271836 or email info@cytodoc.co.uk with your name, daytime telephone number, your order reference and a list of the items ordered.     

 

If we have to ship your order directly from the manufacturer then you shall receive an email from info@cytodoc.co.uk.  If your order is very urgent please specify this at checkout or call us on 01299 271836.  We will happily deliver to your work address if you are not at home during the day as ‘signed for delivery’ and we shall send an invoice confirmation to your card address confirming the alternative ‘signed for delivery’ address.      

 

Delivery charges

 

1. Delivery – UK

 

Items over £25 ship FREE within the UK and Northern Ireland via fedex or Royal Mail.  A few items may have a higher shipping charge due to their weight/size and this higher charge shall be shown at checkout prior to purchase.

Special note regarding deliveries to N.I, the Highlands and other further out regions of the UK. There will be price increments on some heavier items to these places, please note you will be contacted before dispatch should any funds be required for courier charges. You have the right to cancel your order if you are unhappy with additional charges. Cytodoc do not profit from delivery charges, we actually supplement delivery charges in many cases.

We can ship to Europe (Including Southern Ireland). Generally the system is set up with the delivery costs to European desinations. However, deliveries to further destinations world wide (especially when weighing over 2KG) may require additional funds for shipping.


 

Returns and Refunds Policy
 

If you are unhappy with your purchase, or you decided to cancel your order, you can return it to us, it must be complete, with its original packaging and undamaged. Returns within 30 days of the date you received it and we will issue an exchange or a full refund for the price (less posage) that you paid for the item. There may well be a re-stocking fee of of up to 20% levied. You must call us first before returning your item 01299 271836.
 

In the unlikely event that you receive an item that is faulty or received due to our error then you can return it to us for exchange or a full refund within 30 days of receiving it. Under these circumstances we will also refund you the cost of returning the item to us.  Please also email us if you are due to return a product(s) to info@cytodoc.co.uk. or call 01299 271836. Customer statutory rights apply.

 

All products carry the manufacturers standard warranty (usually 2 years).

 

1. How To Return An Item

Where possible please return products in original packaging and with product guarantees and product tags if they are attached. To enable us to process your return more efficiently, we ask you to include the product(s) with a covering note, and a day time telephone number, including a copy of the original invoice or your invoice number so that we can track the order in our system.  Please also state why it is being returned and whether you want an exchange or a refund.  If an item is returned without a covering note and if we are able to trace your order on the system, we shall contact you by phone or email to establish the reason for return.  If we do not hear back from you within 30 days we reserve the right to return the item to you. We cannot be held liable for any items that go missing in the post and do not reach us. Returns should be sent via an insured and traceable method, such as Royal Mail Recorded or Special Delivery. If you use Royal Mail Recorded or Special Delivery then you can check to see if we have received your parcel on the Royal Mail website’s ‘track and trace’ facility. If a parcel is missing and never reaches us it is your responsibility to claim for the item from Royal Mail or the courier used. Please note that if you do not pay enough postage for the parcel and we have to pay a fee to take receipt of it then we shall deduct the postage from any refund.

Please send all returns to the following address:

 

CytoDoc
Cleobury Country Centre
Love Lane
Cleobury Mortimer
Shropshire
DY14 8PE

 

2. Our Exchange Policy

We will happily exchange your item as long as it is returned in pristine condition and satisfies the criteria for returning an item as outlined above. In the covering note accompanying your return we would ask you to include details of which item you would like to exchange it for and also a daytime contact number so we can contact you if necessary. If there is any extra charge to pay we will contact you so that payment can be made over the phone. If there is a partial refund due then this will be credited back onto the card used for the original transaction.

3. Our Refunds Policy

When we receive your item returned to us for refund and are satisfied with its condition and the reason for return, we will process a refund for the full amount that was paid for the item in the same form of payment, and account, originally used for the purchase minus postage paid on the original transaction. If you have not received your refund within 7 working days of us receiving your product(s) then please contact us on 01299 271836 although we do try to process refunds within 48 hours of receiving the return. If we have agreed to refund the postal cost for returning your product(s), this will processed either by cheque or against your original credit card transaction. Please also see 'Returns and Refunds Policy' above.

 4. Faulty Items

If your product(s) develops a fault within a reasonable period then you can return it to us and if we find it to be faulty we shall exchange it for you and shall refund your postage in the form of your original payment to us. Please however, phone us first as we may be able to advise you on the products use and function (It may not be faulty). If the fault is due to excessive wear or accidental damage you will not be eligible for an exchange.  Until we have seen and assessed the item we cannot make promises to exchange the product(s), some items will need to be referred back to the manufacturer for their assessment too.

Care instructions

All of our items are covered by their manufacturer’s guarantees. We strongly recommend that you read the tags attached to the product(s) and read the care instructions before use.

 

Free delivery on all UK orders over £30