Returns, Cancellations and Refunds
Knockout Labs supplies consumers and business buyers. The rights and process that apply depend on the buyer, order status and reason for the request. Contact customer service with your order reference so the request can be matched to the correct transaction.
Cancel before dispatch
Knockout Labs accepts cancellation requests before dispatch. Send the request as soon as possible through contact, giving the order number and the items you want to cancel. Ask for confirmation of the order's status; sending a message does not establish that dispatch has stopped.
Consumer change-of-mind cancellations
For most online goods purchases, a UK consumer can notify the seller of cancellation within 14 days after receipt and then has a further 14 days to return the goods. GOV.UK explains the associated refund timing and standard-delivery refund rules. Lawful exceptions depend on the goods and circumstances; the words “research use only” do not establish an exception. [1]
Nothing on this page restricts applicable consumer statutory rights. Tell customer service that you are cancelling and request the return instructions. Preserve the goods and packaging as appropriate while the correct route is confirmed.
Business purchases
Business cancellations and returns depend on the agreed contract and the circumstances of the request. Consumer change-of-mind rules do not automatically apply to a business order. Include the purchase-order reference if one was used and identify the relevant terms when contacting support.
Fault, damage or a mismatch
| Concern | Information to include |
|---|---|
| Parcel or container damage | Delivery time, affected items and photographs where safe |
| Wrong product or quantity | Order line, received label and quantity discrepancy |
| Certificate or lot mismatch | Container lot, document lot and report reference |
| Suspected quality issue | Product, lot, specific observation and available supporting record |
Consumer remedies for faulty or misdescribed goods are separate from change-of-mind cancellation. GOV.UK's returns guidance explains that sellers cannot remove those rights through a returns policy. [1]
Agree the return route
Customer service coordinates requests; the Director handles matters needing a final business decision. State whether the container has been opened and whether there is any damage or leakage. Request return instructions before sending goods: the destination and handling arrangements may depend on the material and concern. This administrative request does not shorten statutory cancellation deadlines.
Keep the correspondence and any dispatch evidence. For an analytical or batch concern, use the quality complaint route; for arrival damage, see delivery concerns.
Supporting checks
| Resource | Why open it |
|---|---|
| UK Shipping, Tracking and Delivery | Check delivery arrangements and the order-specific enquiry route. |
| Ordering, Documentation and Support FAQ | Find short answers to recurring purchasing and evidence questions. |
| Research Use and Buyer Eligibility Policy | Read the UK research-buyer and manual-order-review conditions. |
| Order & Technical Support | Route an existing-order or technical issue. |
Sources and scope
- GOV.UK: Accepting returns and giving refundsConsumer cancellation/return distinction and statutory-rights protection Access: Official source opened; relevant passage read Limits: General guidance; policy needs qualified review for actual goods and circumstances