Returns and refunds.
Last updated: 21 July 2026
Your right to cancel (14-day cooling-off period)
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of the day you receive it. This right applies to each vial while it remains sealed and unused. If you unseal a vial, you lose the right to return that vial, but you can still cancel and return the rest of your order while those items remain sealed.
To cancel, contact our team within the 14-day window with your order number and a clear statement that you wish to cancel. You can use the model cancellation form below if you like, but you do not have to. Any clear statement works, and email is fine. You then have a further 14 days to post the products back to us. Return postage is at your cost, and we recommend a tracked service - the products remain your responsibility until they reach us.
Where you cancel the whole order, we will also refund the delivery charge you paid, up to the cost of our cheapest delivery option (Royal Mail Tracked 48). If you chose a faster delivery service, we do not refund the difference. Refunds go to your original payment method, typically within 3-5 working days of us receiving the products back (or of you providing proof of postage), and always within 14 days, as the law requires.
You are only liable for any reduction in the value of the products caused by handling beyond what is needed to inspect them. We may deduct any such reduction from your refund.
When the cancellation right does not apply
Once a vial's seal is broken, it cannot be returned for health protection and hygiene reasons, and the cancellation right no longer applies to that vial. We cannot accept returns of opened or used products. This rule applies only to change-of-mind cancellations; it never limits your rights when something is faulty.
Damaged, incorrect, or faulty items
We are under a legal duty to supply products that conform to our contract with you. Under the Consumer Rights Act 2015, the products we send you must match their description, be of satisfactory quality, and be fit for purpose.
If an item arrives damaged or incorrect, or turns out to be faulty, report it to our team as soon as you can. Reporting within 14 days of delivery helps us claim against the courier, but it does not affect your legal rights. Please include your order number and a photo where possible so we can resolve it quickly.
If a product is faulty or not as described, you have 30 days from delivery to reject it for a full refund. After 30 days and within six months, you are entitled to a replacement or, if we cannot replace it, a full refund. We pay the return postage for faulty, damaged, or incorrect items. These rights apply whether or not the vial has been unsealed; the sealed-vial rule above only applies to change-of-mind cancellations.
Refunds
Approved refunds are issued in full to your original payment method. We typically process them within 3-5 working days of agreeing the refund with you, and always within 14 days, as the law requires. You will receive an email confirmation once the refund has been sent.
Model cancellation form
Complete and return this form only if you wish to cancel your order. You do not have to use it; any clear statement of your decision to cancel, sent within the cancellation period, works just as well.
To: Kovalabs (a trading name of Floww Group Ltd), 66 Paul Street, London, EC2A 4NE. Email: team@kovalabs.co.uk
I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract of sale of the following goods:
Order number:
Ordered on [*]/received on [*]:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
[*] Delete as appropriate.
Your statutory rights
Nothing in this policy affects your statutory rights as a consumer, including your rights in respect of faulty or misdescribed goods. For delivery options and timings, see our shipping and payment page.