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Customer Support
Most common questions are answered in our FAQs, so please look there before you contact us.
Shipping and tracking
We send orders by Royal Mail Tracked 24, and by Royal Mail Special Delivery when an order is of high value.
| Service | Price | Delivery |
|---|---|---|
| Royal Mail Tracked 24 | £4.95, free over £20.00 | 1 to 2 working days |
| Royal Mail Special Delivery | £8.95 | Next working day by 1pm |
Because you pay by bank transfer, dispatch begins once your payment reaches us. An order paid before 16:00, Monday to Friday, is dispatched on the same day, and on a Saturday the cut-off is 12:00. Nothing is shipped on a Sunday.
We cannot guarantee next-day delivery. Under Royal Mail’s own terms and conditions, we have to wait 21 days from dispatch before we can declare an item missing and issue a refund.
We deliver to UK addresses only and do not offer international orders at present.
Tracking
We email you a tracking number as soon as your order is dispatched, and you can follow the parcel on the Royal Mail website. If the email does not appear, check your spam or junk folder, or write to hello@labsptg.com with your order number.
Money back guarantee
We stand behind the quality of everything we supply. If something is wrong and you believe quality is the cause, we will refund you in full, less postage. We may ask for the item to be returned so that we can look into it, and we will pay the postage for that return.
The guarantee can be used once per item per customer, and it covers a single item. Any other items on the order stay eligible for return as long as they have not been used.
Price promise
Our aim is to undercut every reputable UK lab. If you see the same product for less elsewhere, tell us.
Refunds and returns
Anything that is sent back cannot be resold, so it has to be disposed of responsibly. For that reason we run a limited refunds and returns policy, and we may decline a refund or return if any of the following applies:
- We have asked for a return and the product has not been sent back.
- The goods have been opened, used or modified since they arrived.
- Delivery took place more than 7 days ago.
- Damage on arrival is reported, but clear photographs have not been supplied within a reasonable time.
- A parcel is reported lost in transit, but fewer than 21 days have elapsed since dispatch.
- Loss or damage in transit is reported, but the declaration we ask you to complete has not been returned to us.
We look at every refund and return request individually, in line with the consumer protection rules that apply. Refunds are paid back to the bank account the payment came from.
These arrangements sit alongside our terms and conditions and do not affect your statutory rights.
Get in touch
We are a small team, so questions already covered in our FAQs may be answered with a link to the relevant entry. Enquiries that are not needed reduce how efficiently we can process orders and hold our prices at a competitive level. Our response times will be those of a small business rather than a large marketplace. Please keep all messages respectful, as abusive or rude ones may lead to restrictions on future orders.
For anything else, email hello@labsptg.com.