Last updated: 1 September 2026
This policy explains how returns work for goods supplied by Nanostore Ltd through nanostoreltd.com. It works together with our Terms of Service and does not limit your statutory rights.
1. 14-day cancellation for consumers
If you buy as a UK consumer at a distance, you may cancel your order for any reason within 14 days after the day you (or your nominated recipient) receive the goods. Tell us by email within that period, then return the goods within 14 days of telling us. For business and institutional customers, change-of-mind returns are at our discretion and we will normally offer an exchange or replacement instead; the consumer cancellation right described above does not apply to business purchases.
2. How to return
Email sales@nanostoreltd.com with your order number before sending anything back. We will confirm the return address and any handling instructions. Goods should be unused, in their original packaging, and in a resalable condition; laboratory materials that have been opened or handled outside of their protective packaging may not be suitable for return for safety and quality reasons.
3. Exceptions
The following cannot be returned for change of mind: custom-made, custom-processed, or personalised items; sealed goods that cannot be returned for health, hygiene, or contamination reasons once unsealed; and quote-only or made-to-order items where the accepted quotation states different terms. Your rights concerning faulty or misdescribed goods are not affected.
4. Costs and reimbursement
For change-of-mind returns, you are responsible for the cost of returning the goods. Once we receive the goods (or evidence that you have sent them), we will reimburse what you paid for them, including standard outbound delivery, using your original payment method, normally within 14 days. We may reduce the reimbursement if the goods show handling beyond what is needed to inspect them.
5. Faulty, damaged, or incorrect items
Tell us promptly with your order number and reasonable evidence (photos of the package, label, and goods help). We will provide the remedy required by law and may offer an exchange, replacement, or repair as appropriate. We cover the return cost for faulty, damaged, or incorrectly supplied items.
6. Exchanges
We accept exchanges where a suitable alternative is available. Contact us and we will arrange it as either a return plus a new order or a direct exchange, whichever is simpler for you.
7. Contact
Questions about a return: sales@nanostoreltd.com, including your order number. We normally reply within one business day.