Refund policy

✅ Returns & Exchanges Policy

We hope you’re satisfied with your purchase from SarmsStore. However, if your item does not meet your requirements, or you've changed your mind, you can return it to us under the terms outlined below.

📦 Conditions for Returns

  • Items must be unopened, unused, and returned in their original condition and packaging.

  • Returns must be initiated within 14 days of receiving your item.

  • We offer either an exchange or a full refund for the original purchase amount (excluding delivery charges unless the return is due to our error).

  • This policy applies only to purchases made online and not to in-store purchases.

  • Products sold are for laboratory research use only and must not be returned if opened or tampered with.

🧾 If You Received the Wrong Item

If you received an item that you did not order due to our error:

  • Contact us at sales@sarmsstore.co.uk

  • We will arrange for a replacement and cover return postage

  • You must return the incorrect item unopened and in original condition

We do not cover return postage for items ordered incorrectly by the customer.

📬 Return Instructions

  • Return items via a tracked and insured service such as Royal Mail Recorded or Special Delivery.

  • Retain proof of postage and tracking until your return has been processed.

  • Include a covering note in the parcel with:

    • Your name

    • Order number

    • Reason for return

    • Your contact information

    • Whether you’d like an exchange or refund

We are not liable for returned parcels lost in transit without proof of delivery.

💸 Refunds

  • Once your return is received and inspected, we will issue your refund to the original payment method.

  • Refunds are processed within 10–15 working days of receiving the item.

  • Refunds will only be given for unopened and unused items in resalable condition.

🔁 Exchanges

  • We’re happy to exchange items that meet the return criteria above.

  • Please include details of the replacement item in your covering note.

  • If the new item costs more, we’ll contact you to arrange payment.

  • If the replacement is cheaper, the difference will be refunded to your original payment method (minus any admin fee, if applicable).

📌 Frequently Asked Questions

Is it essential to include a return form?

Yes — it speeds up processing. If no form is included and we cannot contact you within 30 days, we may return the item or apply a £10 admin fee to process your refund.

What if my item arrives damaged or faulty?

Please contact us within 30 days of delivery at sales@sarmsstore.co.uk. We will replace or refund any damaged or incorrect items.

What if I received a free gift?

Any items purchased with a free gift must be returned with the gift included to qualify for a full refund or exchange.

Do you refund delivery costs?

We refund delivery only if an error was made on our part. Customer error does not qualify for delivery refund.

How long do I have to return an item?

You must return your item within 30 days of the original order date. Returns received after this period may be eligible for exchange only, at our discretion.