Shipping & Returns
Last updated: 10 August 2026
Shipping
Citrox Protect orders are processed and dispatched by Citrox Biosciences Ltd.
We work hard to dispatch orders within three business days, or sooner where possible. Dispatch times are provided in good faith and may vary during busy periods, stock delays, courier disruption or circumstances outside our reasonable control.
Orders are shipped using DPD or another suitable delivery partner. Tracking information may be provided where available.
Delivery costs are calculated and shown at checkout before you place your order.
Where necessary, we may deliver your order in separate shipments. Unless otherwise agreed, goods will be delivered within 30 days of the order being accepted.
Please make sure your delivery details are complete and accurate when placing your order. We cannot be responsible for failed or delayed delivery caused by incorrect or incomplete delivery information.
30-Day Returns
We accept approved returns within 30 days of receiving your order, subject to the conditions below.
If you are not satisfied with your order, please contact the Citrox Protect Customer Support team before sending anything back. We will review the issue and advise on the appropriate return, replacement or refund process.
Returns must be approved by us before being sent back. If you return products without contacting us first, we may be unable to process the return efficiently and may refuse the return where permitted by law.
Returned goods must generally be unused, in their original packaging and in a resaleable condition.
For discretionary returns outside your statutory cancellation rights, we may apply a 15% handling charge. This handling charge does not apply where the goods are faulty, damaged, incorrectly supplied, or where applying the charge would conflict with your statutory rights.
This 30-day returns policy is in addition to your statutory consumer cancellation rights.
Consumer Cancellation Rights
If you are buying as a consumer, you usually have the right to cancel your online order without giving a reason.
You have 14 days after the day you receive the goods to notify us that you wish to cancel. After notifying us that you wish to cancel, you must return the goods to us within 14 days.
You are responsible for the cost of returning goods unless the goods are faulty, damaged or incorrectly supplied.
Returned goods must be returned in a resaleable condition, unused and in their original packaging where possible. We may reduce your refund if the value of the goods has been reduced by handling beyond what is necessary to inspect the nature, characteristics and functioning of the goods.
Refunds will be made using the original payment method where possible. We will refund the standard delivery cost paid for the original order where required by law. If you selected a more expensive delivery option, we are only required to refund the cost of standard delivery.
We will process the refund within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
Your statutory rights are not affected.
Damaged or Missing Items
Please inspect your order as soon as possible after delivery.
If your order arrives damaged, please notify us in writing within 24 hours of receiving the shipment. Please include photographs of the damaged goods and packaging where possible.
If items are missing from your order, please notify us in writing within seven days of receiving your order.
Where an item is confirmed to be missing or damaged, our responsibility is limited to replacing the affected product within a reasonable time or issuing a refund for the affected item. This does not affect your statutory rights.
Faulty, Damaged or Incorrect Goods
If goods are faulty, damaged or incorrectly supplied, please contact us as soon as possible.
We may ask for photographs, batch information, order details or return of the product so that we can investigate the issue.
Where goods are confirmed to be faulty, damaged or incorrectly supplied, we will offer an appropriate remedy. This may include replacement, refund or another solution in accordance with your statutory rights.
Nothing on this page affects your statutory rights under the Consumer Rights Act 2015 or other applicable consumer protection laws.
How to Contact Us
For questions about shipping, delivery, returns or refunds, please contact:
Citrox Protect Customer Support
Email: sales@citroxbio.co.uk
Telephone: 01480 862085
Address: 6 Nene Road, Bicton Industrial Park, Kimbolton, Cambridgeshire, PE28 0LF