Terms and conditions of use

Descriptions of Goods

We promise to take all reasonable care to ensure that the descriptions, prices and details of the products that appear on our website are correct at the time of posting. However, we are not responsible for any errors in accuracy when it comes to these product descriptions, although we attempt to keep the website as up to date as possible. We strive to supply you with as much information as we feel is necessary for you to make an informed choice. Keep in mind that the product descriptions as well as the colours on your screen should be used as a guide only. Any information provided on this site including information related to well-being and health is provided in good faith and should not be taken as being prescriptive. We will not accept responsibility for any injury or illness caused by failing to take proper medical advice or not following instructions properly. Any attempt to treat a medical condition should always come under the supervision of a qualified medical professional. Whilst we seek to provide as much information as possible about a product and its suitability, you are responsible for ensuring that it is suitable for your own needs and this includes avoiding products that include ingredients you are intolerant, sensitive or may react to.

Prices of Goods and Services

The price of any goods and services that we offer will always be the price that is quoted on the website on the date that the order is accepted by us. Any price and availability information is subject to change without prior notice. If we discover an error in pricing on the website we promise to inform you so that you will have the opportunity to either cancel your order or reconfirm your order at the correct price. If you have already paid for the goods and cancel, you will be refunded completely. We are not liable to provide our goods to you on the basis of a pricing error found or posted on our website. All prices that are listed for our products are inclusive of VAT at the current rate, where applicable. Note that the price of the goods listed on the website does not include the cost of delivery. You will choose the method of transport for the delivery and pay for the charges as quoted on the website on the day of the order.

How to Place an Order with Us

Online orders via the website are restricted to customers within the UK and the Republic of Ireland only. The first step is to place your order through Shopping Cart. You will be guided through the process of placing an order by a series of simple instructions on the Website. Once you have placed your order, we will send to you an acknowledgement email detailing the Goods that you have ordered, a payment reference and the value of your order which was debited from your credit/debit card. Shall you require VAT invoice it is available from the "Order history" section of your customer account by clicking "My account" on our shop. This invoice also acts as a VAT receipt.

What if the order is not accepted?

Non-acceptance of an order may be because the product that you have ordered is unavailable in our stock. Or, we could be unable to obtain authorisation for your payment. It could also be due to our identification of a product description or pricing error or if we suspect fraud or violation of our terms and conditions. It also might be due to you not meeting the criteria for eligibility to order. If we are unable to fulfil your order following our order acknowledgement (i.e. in relation to any non-acceptance of an order), we will contact you by email or telephone to advise you of this as soon as possible. You will be given a full refund of what you have paid in relation to any such non-fulfilled order.

Delivering Your Order

When you make your order, you will specify your method and address for delivery. Please keep in mind that your delivery may require a signature and if you will not be at your home address during normal office hours you can also give us an alternative delivery address, such as your place of work. Please ensure we have the full address including your full postal code (PO Box addresses are not acceptable for delivery) and a contact telephone number. We cannot be held responsible for parcels that are dispatched to a given delivery address to which you are not permanently resident over the 4 weeks following order, unless we are specifically notified at the time of ordering, or where a redirect is not in place. We will take every effort to ensure that your order is sent to you according to our Delivery Policy, based on the service you choose. If your ordered item is unexpectedly out of stock for a long period, we will contact you within a reasonable time frame. Depending on the service level requested, we use Royal Mail or specialist mailing or express couriers. We will make every effort to ensure that your order is processed and your Goods delivered as quickly as possible. Please note that we do not accept any liability whatsoever for any delay in delivery caused by third parties (including Royal Mail or any mailing or courier service companies) that we may use to deliver your order. If any item arrives damaged or defective, please contact us in accordance with the Damaged Goods policy below and we will make arrangements for a replacement to be delivered to you.

Post and Packaging Rates

Mainland UK Standard £4.75: 2 – 4 business days. Free on orders £30 and above. If someone is not at your address to sign for your parcel it will be taken to your local depot. Non-Mainland UK Standard £4.75: 2 – 5 business days. Free on orders £30 and above. Ireland: £6.75: 3 – 5 business days. Packets/parcels over 2kg or with an order value of £100 and over could be sent by DPD or other courier. A signature will be required. We only ship within the UK and to the Republic of Ireland.

Requirements and Specifications of Payment

When you order products from our website you can pay for them using PayPal for your online payment. All online transactions will be completed in pounds sterling. We are not liable for any unauthorised transactions and or any denied payments that are the result of information that you provide to us. Any credit card or debit card holder purchasing goods from our website is subject to validation checks or authorisation by the issuer of the card. We are not responsible for any inconveniences or costs that are caused by a subsequent delay, payment, denial or non-delivery of goods that result from this.

Damaged Goods

When you receive your goods, please inspect them for damage and defects. If your order has been incorrectly shipped or has been found to be damaged or defective, you must contact us within two working days of receiving the goods. They should be promptly send back to us, including the packaging and original invoice in accordance to our return and exchange policy as stated below. We will offer you a replacement or a full refund, which includes postage.

Our Cancellation, Return and Exchange Policy

After you have placed your order, you have the ability to cancel it at any time up to 7 days after the delivery date and receive a full refund. You must return the Goods, unused and in their original packaging, along with the return form that is supplied with the delivery. Please return this within 15 working days from your receipt of the goods to our address as listed below for a refund or an exchange: Bioteka Limited James and James Fulfilment Ltd, James House, Liliput Road Brackmills Industrial Estate Northampton NN4 7DT United Kingdom. It is important to note that we are not responsible for any damage or loss of goods returned in this way until they reach our above address. It is strongly recommended that you send your returns by insured registered delivery and that you keep the original proof of posting. We will only be responsible for return postage if the goods have been damaged in transit, are defective or are incorrectly supplied. If the goods are being returned for any other reason, they shall be at your own cost. Please keep in mind that we are unable to accept refunds or exchanges on any used or opened product for reasons of hygiene. We also cannot offer a refund for any custom made goods unless they are defective or damaged. Once we receive the Goods in their original condition, any payments made by you for your purchase will be refunded in full within 30 working days or, where applicable, replacement Goods will be dispatched to you as soon as possible with no further costs for you. In the circumstance that your goods are not received and have been ‘lost ‘, you must notify us within 30 days of the expected delivery date. All claims for lost parcels must be made within 75 days of the original order date. An order is not deemed as being lost until 15 working days of dispatch have passed, to give ourselves and couriers the opportunity to investigate and deliver a parcel.