Refund and Returns Policy

Refund and Returns Policy — Best Lab UK (best-lab.co.uk). Last updated: July 2026.

1. General Information

All orders placed on best-lab.co.uk are processed, dispatched and returned through Back2UK, the fulfilment and returns partner of 13th Floor LTD (registered distributor of BestLab in the United Kingdom).

Warehouse and dispatch address:
Back2UK, Unit 2 Burbage Road, Burbage, LE10 2TP, United Kingdom

Customer service:
Email: hello@best-lab.co.uk
Tel: +44 7539 623063
Business hours: Monday – Friday, 10:00 – 16:00

2. Delivery Information

2.1 Shipping Carriers

All UK deliveries are handled by DPD UK, Royal Mail Tracked 48/24, or Evri Standard/Next Day, depending on order size and location. Orders are shipped from our Back2UK facility in Burbage.

2.2 Processing Times

Orders placed before 12:00 (Monday – Friday) are normally dispatched the same working day. Orders placed after 12:00 or during weekends/public holidays are dispatched the next working day.

2.3 Delivery Timeframes

• Standard Delivery: 2 – 4 working days
• Express Delivery: 1 – 2 working days
• Remote areas (Highlands, Islands, Northern Ireland): 3 – 5 working days

All parcels include tracking information sent via email or SMS once dispatched.

2.4 Delivery Delays

We are not responsible for delays caused by courier operations, weather, strikes, or incomplete delivery information provided by the customer. In such cases we will assist in tracking and resolving the issue with the courier.

3. Returns & Right to Cancel

3.1 Statutory Right of Withdrawal

Under the UK Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, customers have the legal right to cancel and return their online purchase within 14 days of receiving the goods, without giving any reason. We voluntarily extend this right to 30 days for unused, unopened and undamaged items.

3.2 How to Request a Return

To initiate a return, please first contact our Customer Service by email at hello@best-lab.co.uk (or the returns department at info@back2uk.co.uk) quoting your order number. You will receive a Return Authorisation and confirmation of the returns address. Unauthorised returns sent without prior notification may be delayed or not accepted.

Once authorised, please send your return to our returns address:

Back2UK – Returns
Unit 2 Burbage Road
Burbage, LE10 2TP
United Kingdom
Email: info@back2uk.co.uk  |  Tel: +44 746 4553 729
Please write the reference “Back2UK / 13th Floor UK” together with your order number on the parcel (and in the email subject when requesting your return).

3.3 Condition of Returned Goods

Returned products must be:

• unopened, unused and sealed in their original packaging,
• in a condition suitable for resale,
• accompanied by proof of purchase or order confirmation.

Products that have been opened, used, or damaged due to improper handling will not be eligible for a refund, for health and hygiene reasons (see section 5).

3.4 Return Shipping Costs

• If the product is faulty, damaged, or incorrect, all return shipping costs are covered by the seller.
• If you are returning a product for any other reason (e.g. change of mind), the customer is responsible for the cost of return postage.

We recommend sending all returns via a tracked courier service (DPD UK, Royal Mail Tracked, Evri Tracked Return), as we cannot be held responsible for returns lost in transit.

3.5 Refunds

Once we receive and inspect the returned product, refunds are processed within 14 days to the original payment method. Standard outbound delivery fees are refunded up to the cost of standard delivery where applicable (in line with the Consumer Contracts Regulations 2013). We will notify you by email once your refund has been issued.

4. Damaged or Faulty Products

If your product arrives damaged or defective, please notify us at hello@best-lab.co.uk within 7 days of delivery, including your order number and photos. We will arrange a replacement or refund at no cost to you. Under the Consumer Rights Act 2015 you are legally entitled to receive goods that are of satisfactory quality, fit for purpose, and as described.

5. Non-Returnable Items

For health, hygiene and safety reasons, the following cannot be returned once opened or unsealed (this does not affect your statutory rights in respect of faulty goods):

• Food supplements and vitamins, if the seal has been broken;
• Products with altered or missing packaging or labels;
• Any product past its expiry date.

6. Lost or Undelivered Parcels

If your order does not arrive within 7 working days of dispatch confirmation, contact us at hello@best-lab.co.uk with your order number. We will investigate with the courier and, if the parcel is confirmed lost, issue a replacement or refund. Claims for non-delivery must be submitted within 30 days of the original dispatch date.

7. Exchanges

We currently do not offer direct exchanges. If you wish to change a product, please return the original for a refund and place a new order through the website.

8. Compliance & Liability

This policy is governed by UK consumer law, including the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, the Consumer Rights Act 2015, and the Electronic Commerce (EC Directive) Regulations 2002. These provisions guarantee that all customers shopping on best-lab.co.uk enjoy full statutory rights applicable to online purchases within the United Kingdom. Nothing in this policy affects your statutory rights.

9. Contact Information

Customer Service – Best Lab UK
Email: hello@best-lab.co.uk
Phone: +44 7539 623063
Hours: Monday – Friday, 10:00 – 16:00

Returns address: Back2UK – Returns, Unit 2 Burbage Road, Burbage, LE10 2TP, United Kingdom (info@back2uk.co.uk, +44 746 4553 729). Reference: “Back2UK / 13th Floor UK” + order number.

Fulfilment & Returns Partner: Back2UK, Unit 2 Burbage Road, Burbage, LE10 2TP, United Kingdom
Official Distributor: 13th Floor LTD, 8 Maple Walk, Coventry CV6 6AU, United Kingdom
Company No. 13715742  |  VAT GB394920268