Returns and Cancellation Policy

Returns & Cancellation Policy

1. Introduction & Scope

(a) This Returns & Cancellation Policy (Policy), together with the other terms and documents referred to below, sets out the relevant rules, terms, and conditions applicable to the authorisation and return of goods/products (Goods) purchased from FORLABS (a division of Forward 2000 (Oxon) Ltd) (FORLABS, we or us) by trade B2B customers (the Customer or you) in circumstances where you do not have a contractual right to reject or return the Goods. This includes ‘for convenience’ returns where you have ordered Goods that are no longer required (Restocking Returns).

(b) This Policy does not apply where you have a contractual right to return Goods, including defective Goods returned under warranty. This Policy does not affect those rights.

(c) This Policy operates in conjunction with our Trade/B2B Terms and Conditions of Supply (Non-eCommerce Sales) and, where applicable, our Website Terms & Conditions of Sale (Trade/business and consumers), available at www.forlabs.co.uk.

(d) This Policy applies only to Goods supplied directly by FORLABS to trade (B2B) customers. It does not apply to consumer purchases.

2. Cancellation Policy

2.1 Cancelling an Order Before Dispatch

(a) If you wish to cancel an order before it has been dispatched, you must notify us as soon as possible by contacting our customer service team by phone or email.

(b) If the order has not yet been processed or dispatched, we will cancel it at no charge and confirm the cancellation.

(c) If the order has already been processed for dispatch, cancellation may not be possible, and the order may need to be returned under the Returns Policy outlined in Section 3.

2.2 Cancelling an Order After Dispatch

(a) If your order has already been dispatched, it cannot be cancelled, and the Goods must be returned as a Restocking Return (see Section 3) subject to applicable charges.

(b) Any Restocking Charges will apply.

2.3 Cancelling Orders for Special, Customised, or Non-Stock Items

(a) Orders for custom-made, personalised, non-standard stock, or special-order items cannot be cancelled once processed, as these Goods are obtained or manufactured specifically for your requirements.

(b) If cancellation is requested after an order has been placed, you remain liable for the full cost of the order unless we are able to cancel our corresponding order with our supplier(s).

2.4 Order Cancellation by FORLABS

(a) We reserve the right to cancel any order due to unforeseen circumstances, including but not limited to:

Supply chain disruptions
Pricing or stock errors
Regulatory restrictions
Customer account issues (e.g. overdue payments)

(b) If we cancel an order, we will notify you as soon as possible and provide a full refund if payment has already been made.

3. Restocking Returns Policy

3.1 Prior Authorisation of Restocking Returns

(a) Prior authorisation for Restocking Returns is required. We will issue a Customer Returns Authorisation Number (Returns Authorisation Number). This must be clearly displayed on the outside of all returned items and referenced in relevant communications.

(b) Goods returned without a Returns Authorisation Number will be refused.

(c) To obtain a Returns Authorisation Number, you must contact our customer service team or complete our Returns Form.

(d) Exclusions and conditions may apply (see Section 3.4), and approval of a Restocking Return is at FORLABS’s discretion.

3.2 Administration Restocking Charge

(a) An administration and restocking charge (Restocking Charge) applies to all Restocking Returns.

(b) The Restocking Charge for standard stock items is 20% of the invoiced price for the returned Goods (excluding VAT), subject to a minimum charge of £25 per return consignment.

(c) Restocking Returns for non-standard stock items cannot be accepted unless we can cancel our corresponding order with our supplier(s). If accepted, you will be responsible for the Restocking Charge plus any additional supplier restocking fees.

(d) Refunds (typically by crediting your account) will be processed after inspection of returned Goods to ensure compliance with this Policy and the relevant Trading Terms. If any discrepancies are found, we will notify you as soon as reasonably possible.

3.3 New, Unused and Complete Goods Only

(a) Restocking Returns must be unused, in a readily re-saleable “as new” condition, including all original packaging, labels, and accessories.

(b) Goods must be returned in their original packaging, complete with certifications, user manuals, and accessories provided.

3.4 Restocking Returns Exclusions

We do not accept Restocking Returns for any Goods that:

(a) Have been customised, made to order, or adapted to the Customer’s specifications (including personalised packaging).

(b) Are of a type or specification that FORLABS no longer sells.

(d) Are refrigerated, temperature-controlled, or perishable.

(e) Have been used, damaged, outdated, shelf-worn, or defaced.

(f) Are chemicals, medical products, reagents, diagnostics, hazardous, or sterile.

(g) Have expired or are too close to their expiry date for resale.

3.5 Time Limit for Returning Goods

All Restocking Returns must be received within 28 days from the original delivery date.

3.6 Decontamination Certificate

All returned Goods classified as equipment must include a decontamination certificate in a format approved by FORLABS. Returns without this certificate will not be accepted.

3.7 Collection Fees

(a) If we have agreed to collect Restocking Returns, a collection fee (equal to our standard delivery charge) will apply in addition to any Restocking Charges.

(b) If we attempt to collect Goods but fail on two or more occasions due to reasons outside our control, a failed collection fee will be charged for each additional collection attempt.

4. Contact Us

If you have any questions, cancellations, or return requests, please contact us:

FORLABS – A Division of Forward 2000 (Oxon) Ltd
74 Sandford Lane, Kennington, Oxford, OX1 5RP

Telephone: 01865 736666

Email: sales@forlabs.co.uk

Website: www.forlabs.co.uk

Alternatively, you can use our online contact form available on our website.