INTERNATIONAL RETURNS & REFUNDS
Alpha & Omega Labs supplies customers across the United Kingdom, the European Union and the United States. Our returns and refund policy applies to orders delivered to the countries and territories listed below, subject always to any mandatory consumer rights applicable in the customer’s country.
Nothing in this Returns & Refund Policy is intended to limit or exclude any statutory consumer rights that cannot legally be excluded.
EUROPEAN UNION CUSTOMERS
We accept orders from customers located throughout the European Union, including:
Austria, Belgium, Bulgaria, Croatia, Cyprus, Czechia, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.
These are the 27 current Member States of the European Union.
Customers purchasing online within the European Union generally have a statutory 14-day right of withdrawal for eligible distance purchases. The withdrawal period normally begins on the day after the customer receives the goods. No reason needs to be provided when exercising this statutory right.
To exercise your right of withdrawal, please contact us within 14 days of receiving your order at
alphaomegalabsuk@gmail.com, clearly stating your name, order number and that you wish to cancel or return the order.
Following notification of withdrawal, eligible goods must be returned within the period required by applicable law.
CONDITION OF EU RETURNS
Unless the item is faulty, damaged, incorrect or applicable law provides otherwise, returned products must be:
- unused and unopened;
- in their original packaging;
- complete with all seals and tamper-evident packaging intact; unaltered, unmixed and unreconstituted;
- stored appropriately while in the customer’s possession; and
- accompanied by the order number or other proof of purchase.
Where a product has been sealed for health protection, hygiene, contamination-control, safety or product integrity purposes, and applicable consumer law permits the right of withdrawal to be lost after the seal is broken, we may be unable to accept a change-of-mind return once that seal has been removed or broken.
EU rules recognise exceptions to the 14-day withdrawal right for certain products, including some sealed goods that cannot suitably be returned for health or hygiene reasons once opened and certain perishable goods.
This restriction does not affect your legal rights where goods are faulty, damaged, incorrectly supplied or otherwise not in conformity with applicable consumer law.
EU RETURN POSTAGE
For a standard change-of-mind return under the EU withdrawal provisions, the customer is normally responsible for the direct cost of returning the goods unless Alpha & Omega Labs has agreed to cover those costs or applicable law requires us to do so.
If an item is faulty, damaged in transit, or we have supplied the incorrect item, please contact us before returning it so that we can provide the appropriate return instructions.
Returns must not be sent without contacting us first. Once a return has been authorised, we will provide the applicable return address and return instructions.
EU REFUNDS
Once an eligible return has been received and inspected, we will notify you whether the return has been approved.
Where the EU statutory right of withdrawal applies, qualifying payments will be refunded in accordance with the time limits required by applicable consumer law. We may be permitted to withhold the refund until the goods have been returned or the customer provides evidence that they have sent the goods back.
Where applicable, the refund will include the cost of our least expensive standard delivery option. Additional costs resulting from a customer selecting an enhanced, premium or expedited delivery service may not be refundable.
Refunds will normally be made to the original payment method.
UNITED KINGDOM RETURNS
Customers located in England, Scotland, Wales and Northern Ireland are covered by our standard returns policy together with their applicable statutory consumer rights.
For eligible online purchases, UK consumers generally have the right to notify a retailer that they wish to cancel within 14 days after receiving the goods, followed by a further 14 days in which to return them.
Products must be returned unused, unopened and in their original condition unless they are being returned because they are faulty, damaged or incorrect.
Certain goods may be excluded from change-of-mind cancellation rights where an applicable statutory exception applies, including certain sealed goods after the seal has been broken.
Nothing in this policy affects a customer’s statutory rights in relation to faulty, damaged, misdescribed or incorrectly supplied goods.
UNITED STATES RETURNS & REFUNDS
Alpha & Omega Labs also accepts eligible orders from customers located in the United States of America (USA).
Our United States return policy applies to eligible orders delivered throughout the United States, subject to applicable federal and state consumer protection laws.
For eligible purchases, customers may request a return within 30 days of receiving their order.
To qualify for a change-of-mind return, the product must remain:
- unused;
- unopened;
- in its original packaging;
- with tamper-evident seals intact;
- unaltered, unmixed and unreconstituted;
- and in the same condition in which it was received.
Proof of purchase or the original order number will be required.
The FTC’s federal three-day Cooling-Off Rule is principally concerned with certain sales made at a consumer’s home or other locations away from a seller’s normal place of business, rather than creating a general three-day cancellation right for ordinary online purchases. Our stated 30-day policy therefore governs eligible US change-of-mind online returns, subject to any mandatory state or federal rights.
USA DAMAGED, DEFECTIVE OR INCORRECT ORDERS
Please inspect your order promptly after delivery.
If your order arrives damaged, defective, incomplete, or you receive an incorrect product, contact us as soon as reasonably possible at
alphaomegalabsuk@gmail.com with your:
order number, name, description of the problem and, where appropriate, photographs showing the condition of the package and product.
We will assess the issue and provide appropriate instructions.
USA CHANGE-OF-MIND RETURN COSTS
Unless the product is faulty, damaged, incorrectly supplied, or we have agreed otherwise, customers are responsible for the cost of returning a change-of-mind order.
Original shipping charges and expedited or premium delivery charges are not refundable except where required by applicable law or where the return results from an error by Alpha & Omega Labs.
USA CHANGE-OF-MIND RETURN COSTS
Unless the product is faulty, damaged, incorrectly supplied, or we have agreed otherwise, customers are responsible for the cost of returning a change-of-mind order.
Original shipping charges and expedited or premium delivery charges are not refundable except where required by applicable law or where the return results from an error by Alpha & Omega Labs.
NON-RETURNABLE PRODUCTS
For product integrity, contamination control, and safety reasons, we may be unable to accept change-of-mind returns of products that have been:
opened, used, reconstituted, mixed, altered, damaged after delivery, improperly stored or had their tamper-evident seal removed or broken.
We may also be unable to accept returns of products that are specifically exempt from cancellation or return rights under applicable law.
This exclusion does not remove any statutory rights relating to goods which were faulty, damaged, incorrectly supplied or otherwise legally non-conforming when delivered.
NON-RETURNABLE PRODUCTS
For product integrity, contamination control, and safety reasons, we may be unable to accept change-of-mind returns of products that have been:
opened, used, reconstituted, mixed, altered, damaged after delivery, improperly stored or had their tamper-evident seal removed or broken.
We may also be unable to accept returns of products that are specifically exempt from cancellation or return rights under applicable law.
This exclusion does not remove any statutory rights relating to goods which were faulty, damaged, incorrectly supplied or otherwise legally non-conforming when delivered.
SALE AND PROMOTIONAL
ITEMS Unless applicable law provides otherwise, items purchased as part of a sale, clearance promotion or other promotional offer remain subject to the same statutory rights relating to faulty, damaged or incorrectly supplied goods.
Any additional restrictions applying specifically to change-of-mind returns will be clearly disclosed before purchase.
SALE AND PROMOTIONAL
ITEMS Unless applicable law provides otherwise, items purchased as part of a sale, clearance promotion or other promotional offer remain subject to the same statutory rights relating to faulty, damaged or incorrectly supplied goods.
Any additional restrictions applying specifically to change-of-mind returns will be clearly disclosed before purchase.
EXCHANGES
We do not operate an automatic product exchange service.
Where a return is accepted, the quickest way to obtain a different item is normally to return the original eligible product and place a new order separately.
REFUND PROCESSING
We will notify you after your return has been received and inspected.
If your refund is approved, it will normally be returned automatically to the original payment method within 10 business days, or sooner where required by applicable law.
Please note that banks, card issuers and payment providers may require additional processing time before the funds appear in your account.
If more than 15 business days have passed since we confirmed that a refund was issued, please contact us at alphaomegalabsuk@gmail.com.
HOW TO REQUEST A RETURN
Before returning any order, contact:
Alpha & Omega Labs
Email: alphaomegalabsuk@gmail.com
Please provide your full name, order number, delivery country and reason for the return.
Do not send products back without first contacting us. Approved returns will be provided with the appropriate return address and return instructions.
Unauthorised returns or products sent to an incorrect address may result in delays in processing the return.
