Returns Policy

This returns policy explains how to return an order placed with Adelphi Research UK (adelphiresearch.co), what is eligible for a return or refund, and the process to follow. We want every customer of Adelphi Research UK to feel confident ordering from us, which is why our returns policy is written clearly and applied consistently.

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Our commitment to you

Every product dispatched by Adelphi Research UK is checked for accuracy and packaging integrity before it leaves our facility. In the unlikely event that something is wrong with your order, we will work quickly and fairly to put it right. Whether your parcel arrives damaged, an item is missing, or you have received the wrong product, please get in touch with us straight away.

When you can return an order

You may be eligible for a return, replacement, or refund from Adelphi Research UK in the following situations:

• Your order arrived damaged in transit
• You received the wrong product
• An item from your order is missing
• The product is faulty or does not match the description on the Adelphi Research UK shop page
• You wish to cancel an unopened order under your statutory right of withdrawal

Time limits for returns

To be eligible for a return or refund, you must contact Adelphi Research UK within the following time frames:

• Damaged or wrong items. Within 7 days of receiving your order
• Missing items. Within 7 days of receiving your order
• Faulty products. Within 30 days of receiving your order
• Unopened cancellations. Within 14 days of receiving your order, in line with your statutory rights

Requests outside these time frames may not be eligible, but we always look at every case on its individual circumstances.

How to start a return

If you need to return an order placed with Adelphi Research UK, please follow these steps:

Step 1. Contact our team

Email orders@adelphiresearch.co with your order number, the name on the order, a clear description of the issue, and where possible, photographs of the damaged or incorrect item and its packaging. Photographs help us resolve your case faster.

Step 2. Wait for confirmation

Our team will respond within one business day to confirm next steps. Please do not send any items back to Adelphi Research UK before receiving written confirmation, as unauthorised returns may not be processed.

Step 3. Return the items if requested

If we ask you to return the product, you will be given a return address and instructions. Please pack the items securely in their original packaging where possible and use a tracked shipping service. We strongly recommend keeping proof of postage until your return has been processed.

Step 4. Receive your refund or replacement

Once we have received and inspected the returned items, we will process your replacement or refund within 5 to 10 business days. Refunds are issued to the original payment method used at checkout.

Refunds

Refunds will be made to the same payment method used to place the original order. Depending on your bank or card issuer, the refund may take a few additional days to appear in your account after we have processed it. Adelphi Research UK is not responsible for delays caused by banks or payment providers.

Where we are responsible for the issue (damaged, wrong, or faulty item), Adelphi Research UK will cover the cost of return shipping. For unopened cancellations under the statutory right of withdrawal, the cost of return shipping is the customer's responsibility unless agreed otherwise in writing.

Items that cannot be returned

For health, safety, and regulatory reasons, the following items are not eligible for return unless they are faulty or were dispatched in error:

• Opened or partially used products
• Products with broken or removed safety seals
• Items returned without prior authorisation from Adelphi Research UK
• Items returned outside the time limits set out above

Damaged or lost parcels in transit

If your parcel is visibly damaged on delivery, please refuse the delivery if possible and contact Adelphi Research UK immediately. If damage is only noticed after opening, please photograph the parcel and contents and email us within 7 days. If your tracked parcel has not arrived after the expected delivery time, contact our team and we will open an investigation with the courier on your behalf.

Cancellations before dispatch

If you need to cancel an order before it has been dispatched, please email orders@adelphiresearch.co as soon as possible with your order number. If we can cancel before dispatch, a full refund will be issued to your original payment method. Once an order has been dispatched, the return process above applies instead.

Your statutory rights

This returns policy does not affect your statutory consumer rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013. If you would like more information about your statutory rights, you can visit the Citizens Advice website at citizensadvice.org.uk.

Related policies

This returns policy should be read alongside the following Adelphi Research UK policies:

• Terms of Use
• Privacy Policy
• Cookie Policy
• Research Disclaimer

Contact us

If you have any questions about this returns policy or need to start a return, please get in touch with the Adelphi Research UK team.