Last updated: 14 August 2026
Nothing in this policy limits or removes rights provided by applicable consumer law.
Faulty, damaged, incorrect or misdescribed goods
If an item is faulty, damaged, incorrect or not as described, contact martin@pronoia.bio with the order number, a description of the problem and photographs where appropriate. Please report transit damage promptly so that we can preserve evidence for the carrier, but any request to do so does not reduce your statutory rights.
Where goods do not conform to the contract, the available remedy may include rejection, refund, repair or replacement in accordance with applicable law. We will provide return instructions and, where required, cover reasonable standard return costs.
Consumer cancellation rights for online orders
If you are buying as a consumer and no statutory exception applies, you may cancel an online order without giving a reason by telling us within 14 days after the day the goods are delivered. After notifying us, you normally have a further 14 days to return the goods.
To cancel, email martin@pronoia.bio with a clear statement that you wish to cancel, your name, order number and the relevant items. You may also use the model cancellation wording below.
Exceptions and handling
Cancellation rights may not apply to categories excluded by law. For example, a sealed item that is genuinely not suitable for return for health-protection or hygiene reasons may lose the cancellation right after it has been unsealed, where that statutory exception applies. We will not assume that every research product is automatically exempt; each request will be assessed against the goods supplied and the applicable law.
Consumers may inspect goods as they would in a shop. A refund may be reduced where handling goes beyond what is necessary to establish the nature, characteristics and functioning of the goods and causes a loss in value.
Returning a cancelled order
Contact us before sending goods so that we can provide the correct return address and handling instructions. Do not send goods to the registered office unless we instruct you to do so. Unless goods are faulty, incorrect or misdescribed, the customer is normally responsible for the direct cost of return.
Refunds
For a valid consumer cancellation, we will refund the price paid and the cost of the least expensive standard outbound delivery option offered, subject to the law. We may withhold the refund until the goods are returned or evidence of return is supplied. Refunds will be made within the applicable statutory period using the original payment method unless otherwise agreed.
Order cancellation before dispatch
If an order has not been dispatched, contact us promptly and we will try to stop fulfilment. If it has already entered dispatch, the consumer cancellation procedure above will apply where eligible.
Business purchases
Business purchasers do not have the same statutory change-of-mind cancellation right as consumers unless otherwise agreed in writing. This does not affect remedies for goods that are faulty, incorrect or misdescribed.
Model cancellation wording
To Pronoia Bio Ltd, 86–90 Paul Street, London, England, EC2A 4NE; martin@pronoia.bio:
I/We hereby give notice that I/We cancel my/our contract of sale for the following goods. Goods: ____________________. Ordered on: __________. Received on: __________. Customer name: ____________________. Customer address: ____________________. Order number: __________. Date: __________.
Contact
martin@pronoia.bio
Pronoia Bio Ltd, company number 16853554.
