Returns & Refunds
Bacteriostatic Water Europe supplies sterile reconstitution products. Every item that reaches you is factory-sealed and untampered with, and we do not restock or resell returned goods. This policy explains what you can return, what you can’t, and what we do when an order goes wrong.
1. Your 14-day right of withdrawal
If you are a consumer in the EU you may cancel your order for any reason within 14 days of the day you receive it. To do so, email support@bacteriostaticwatereurope.com with your order number and a clear statement that you wish to cancel. You then have a further 14 days to return the goods to us.
To be eligible, items must be unopened, with the original tamper-evident seal and packaging intact. We refund the price of the returned goods and the standard shipping cost within 14 days of receiving them back or of you providing proof of postage. You pay the cost of return shipping unless the return is due to our error.
2. Sealed goods (non-returnable once opened)
Under EU consumer law, sealed goods that are not suitable for return for health protection or hygiene reasons cannot be returned once the seal is broken. This applies to:
- Bacteriostatic water (all sizes) once the vial cap or tamper seal is broken
- Injection or reconstitution kits once the sealed pack is opened
- Syringes and needles once the sterile packaging is opened
- Alcohol prep pads once the outer packaging is opened
Once a sterile product is opened we can no longer guarantee its integrity, and we will not restock or resell it. If a returned item arrives opened or with a broken seal, no refund will be issued and we will not return it to you.
3. Our Perfect Order guarantee
Separate from your statutory rights, we provide a full refund or free replacement if:
- Damaged in transit: vials arrive broken or the sterile packaging is compromised. Report within 5 days of delivery with a photo.
- Order errors: you received the wrong item, size or quantity.
- Quality issues: you find a manufacturing defect or a compromised factory seal.
This guarantee runs for 90 days from delivery and does not affect your rights under EU consumer law, including the two-year legal guarantee of conformity.
4. How to request a refund or replacement
Email support@bacteriostaticwatereurope.com with your order number. For damaged items, include a clear photo of the product and packaging. We usually do not require you to return damaged or incorrect liquids. We will ask you to dispose of them safely and ship your replacement or issue your refund.
5. Processing your refund
Refunds go to the original payment method used at checkout. We issue refunds within 14 days of approving the claim or receiving the returned goods. Most appear on your statement within 2 to 5 business days, depending on your bank. For withdrawal returns, original standard shipping is refunded; express shipping upgrades are not. For damaged or incorrect orders, all shipping is refunded.
6. Research use only
All products are sold strictly for laboratory research. They are not medicinal products and are not intended for human or veterinary use. Any communication referencing use of these products for human or animal consumption voids the Perfect Order guarantee and results in a permanent account ban. Your statutory rights under EU law are unaffected.
7. Contact
New Model Solutions Ltd
15F Empress Avenue
Ilford, IG1 3DE
England
support@bacteriostaticwatereurope.com
Return address for withdrawal returns will be provided by email on request.