General Policies and Commitments

London Laboratory Equipment Ltd (LLE) is committed to providing reliable laboratory equipment, microscopy products, liquid handling equipment, laboratory glassware, Parafilm M and other laboratory consumables, together with responsive customer service, transparent communication and dependable after-sales support.

As a UK-based specialist laboratory equipment supplier serving universities, NHS organisations, research institutions and other professional customers, LLE continually reviews its operational, quality, service and support processes to maintain high standards and provide a consistent customer experience.

These General Policies and Commitments set out our approach to customer service, quality assurance, cost effectiveness, warranty and technical support, order fulfilment, cybersecurity and international orders.

A. Customer Service

LLE is committed to providing professional and responsive customer service throughout the purchasing process and product lifecycle.

Our approach is based on clear communication, accurate order processing, technical support, effective complaints handling and appropriate after-sales assistance.

1. Customer Satisfaction

Customer satisfaction is an important performance measure within our operations. We regularly review customer feedback and service performance to identify opportunities for improvement.

Customer Feedback

LLE monitors customer feedback through:

Online reviews and customer feedback.
Post-purchase communication and surveys where applicable.
Direct communication with customers.
Complaints, compliments and suggestions received by our team.

Where appropriate, customer feedback is recorded in our internal Customer Feedback Register and reviewed as part of our continuous improvement process.

Key Service Performance Objectives

Performance Area	LLE Objective
Order accuracy	100% order verification prior to dispatch
In-stock order dispatch	Target of more than 98% same-working-day dispatch where the order is received before the applicable cut-off time
Delivery performance	Monitored against the service level selected and offered by the relevant courier
Complaint acknowledgement	Within 1 working day
Complaint resolution	Targeted according to the complexity of the complaint

These indicators are used to monitor service delivery and identify areas requiring improvement.

2. Faulty or Non-Working Products

Customers can report faulty, damaged or non-working products by email, telephone, online contact form or other agreed communication channel.

Each reported issue is assessed to determine whether the problem may relate to:

Product condition or hardware;
Software or configuration;
Installation or user setup;
Damage during transportation; or
Other circumstances requiring manufacturer or technical assistance.

Where a product is confirmed to be faulty and is covered by the applicable warranty or statutory rights, LLE will arrange an appropriate remedy in accordance with the applicable terms.

3. Resolution Process

Where appropriate, the following process is followed:

Initial assessment: A preliminary technical assessment is carried out, normally within 1 working day.
Diagnosis: Further technical diagnosis may be carried out remotely where appropriate.
Collection: Where LLE is responsible for the return of a faulty product under the applicable warranty, collection and return arrangements will be coordinated by LLE.
Repair or replacement: Products covered by warranty may be repaired or replaced, subject to the applicable warranty terms and the nature of the fault.
Testing: Repaired or replacement equipment is checked for functionality before being returned where appropriate.

For urgent cases, temporary or loan equipment may be available, subject to product type and availability.

4. Returns Policy

LLE operates a 14-day returns policy for eligible standard catalogue items, subject to the applicable terms and conditions.

Returns require prior approval from LLE. Customers should contact us before sending any product back.

Subject to applicable law and the nature of the transaction, returns may include:

Products that are faulty or damaged upon receipt.
Incorrect products supplied by LLE.
Unused and unopened standard catalogue products, where a return has been approved.
Other returns where a statutory right or contractual entitlement applies.

Certain products may be excluded from voluntary returns because of their nature, regulatory requirements, manufacturer restrictions or supplier terms. These may include customised, specially sourced, non-standard, sterile, temperature-sensitive, hazardous, chemical or certain IVD products.

For non-faulty returns, the customer may be responsible for applicable return or collection costs where permitted by the relevant terms.

Return Process

Contact LLE before returning the product.
Provide the order number and details of the product and reason for return.
LLE will assess the request and, where appropriate, issue return instructions or a Return Merchandise Authorisation (RMA).
The product should be returned in accordance with the instructions provided.
Following receipt and inspection, any approved refund, replacement or other remedy will be processed in accordance with the applicable terms.

Nothing in this section limits any statutory rights that cannot legally be excluded or restricted.

5. Complaints Procedure and Escalation

LLE aims to handle complaints fairly, promptly and transparently.

All formal complaints are recorded and acknowledged within 1 working day where reasonably practicable.

Target Resolution Times

Minor complaints: Target resolution within 3 working days.
Complex or technical complaints: Target resolution or a clear action plan within 5–10 working days, depending on the circumstances and information required.

Escalation Process

Stage 1 – Customer Service: Initial investigation and response.
Stage 2 – Technical Support: Escalation of technical, equipment or warranty-related matters where required.
Stage 3 – Managing Director: Final management review where the customer remains dissatisfied following the earlier stages.

LLE maintains appropriate records of complaints, investigations and corrective actions to support accountability and continuous improvement.

6. Communication of Service and Product Updates

LLE aims to provide customers and institutions with timely information regarding relevant product and service changes, including:

Product updates, replacements or discontinuations.
Material changes to availability.
Relevant price changes.
New products and software updates where applicable.
Changes to service or support procedures.

Where appropriate, product and pricing information can be supplied in formats suitable for institutional procurement systems, including CSV or Excel product lists.

7. Customer Service Commitment Summary

Service Area	LLE Commitment
Faulty product handling	Appropriate repair, replacement or other applicable remedy
Standard returns	14-day returns policy for eligible items, subject to applicable terms
Complaint acknowledgement	Within 1 working day
Complaint handling	Targeted according to complexity
Escalation	Customer Service → Technical Support → Managing Director
Service updates	Clear and timely communication where applicable

8. Customer Service Commitment

London Laboratory Equipment Ltd is committed to maintaining a high standard of customer service based on responsiveness, technical knowledge, transparency and effective after-sales support.

B. Quality Assurance

London Laboratory Equipment Ltd is committed to maintaining consistent product quality and reliable after-sales service throughout the product lifecycle.

Our quality assurance approach combines supplier verification, risk-based inspection, documented procedures, controlled storage and handling, technical support and continuous improvement.

1. Supplier Selection and Quality Control

Supplier Verification

LLE works with established manufacturers and suppliers and reviews relevant quality documentation where applicable.

Depending on the product and manufacturer, this may include:

ISO certification;
CE or UKCA documentation;
Manufacturer declarations of conformity;
Product technical datasheets;
Test certificates; and
Other relevant compliance documentation.

Certification and compliance requirements vary according to the product category and applicable legislation.

Risk-Based Incoming Inspection

LLE applies a risk-based approach to incoming inspection.

Where appropriate:

High-risk or new products may receive enhanced visual and functional inspection.
Established, lower-risk products may be inspected using appropriate sampling procedures.
Non-conforming products may be quarantined and referred for further investigation.

This approach helps maintain product quality while avoiding unnecessary inspection costs and delays.

2. Quality Performance Measures

LLE monitors appropriate quality and operational indicators, including:

On-time delivery.
Order acknowledgement.
Goods acceptance and inspection results.
Product fault and RMA rates.
Warranty repair turnaround.
Spare-parts availability.
Technical response times.

Where relevant, these measures may be reviewed as part of supplier and internal performance assessments.

3. Quality Management Documentation

For relevant products, LLE can provide or make available appropriate manufacturer documentation, which may include:

CE or UKCA declarations;
Manufacturer certificates;
Technical datasheets;
Product specifications;
Test certificates; and
Warranty information.

Documents are retained in accordance with our internal procedures and can be supplied where appropriate and available.

4. Traceability and Corrective Action

Where applicable, product and supplier information is retained to support traceability.

Non-conforming products are investigated and, where necessary:

Quarantined;
Reported to the relevant supplier or manufacturer;
Assessed for corrective action;
Repaired, replaced or otherwise resolved; and
Monitored until the issue has been appropriately closed.

Customer complaints and warranty information may also be reviewed to identify recurring product or supplier issues.

5. Continuous Improvement

LLE periodically reviews:

Supplier performance;
Customer feedback;
Product quality;
Warranty and RMA information;
Operational performance; and
Inspection requirements.

The results may lead to changes in inspection levels, supplier management, product selection or internal procedures.

6. Storage and Handling

Products held in our UK operations are stored and handled according to their nature and applicable manufacturer requirements.

Appropriate measures are used to reduce the risk of damage, contamination, incorrect storage or unnecessary product waste.

7. Evidence Available on Request

Where appropriate and available, LLE can provide relevant supporting documentation, including:

Supplier ISO certificates;
Manufacturer CE/UKCA declarations;
Product datasheets;
Applicable conformity documentation; and
Selected product test or quality documents.

C. Customer Loyalty and Cost Effectiveness

LLE recognises the financial pressures faced by universities, NHS organisations, research institutions and other customers.

We therefore seek to provide competitive pricing, cost-effective purchasing options and transparent volume pricing while maintaining appropriate product quality and service standards.

1. Supplier Price Increase Review

Before implementing significant supplier-driven price increases, LLE may review:

The supplier's written justification;
Raw material and manufacturing cost changes;
Logistics and freight costs;
Currency movements;
Product availability;
Historical purchase prices; and
Comparable market pricing where relevant.

Price changes are reviewed internally before being applied.

Where appropriate, LLE may consider absorbing, delaying or phasing a supplier increase, depending on the circumstances and applicable customer or framework terms.

2. Mitigating Cost Increases

LLE uses a number of measures to help control avoidable costs, including:

Risk	Mitigation Approach
Manufacturer price increases	Advance forecasting and supplier discussions where possible
Supply chain delays	Appropriate UK stockholding for selected products
Limited availability	Alternative models or specifications may be considered where suitable
Currency fluctuations	Forward planning and supplier negotiation where available
Urgent freight requirements	Consolidated purchasing and planned replenishment where practical

Where a manufacturer introduces an unavoidable price increase, LLE will communicate relevant changes appropriately and may offer suitable alternatives where available.

3. Working with Institutions to Identify Savings

LLE can work with institutional customers to identify cost-saving opportunities, including:

Functionally equivalent lower-cost products where appropriate.
Volume purchasing.
Consolidated deliveries.
Standardisation of commonly used configurations.
Bulk purchasing of high-usage products.
Demand forecasting.
Review of frequently purchased products.

4. Discounts and Volume Pricing

LLE may offer:

Quantity-based discounts;
Volume pricing;
Framework-specific pricing;
Agreed contract discounts;
Consolidated-order pricing; and
Other commercially agreed arrangements.

Any framework or contract pricing remains subject to the applicable agreement and terms.

5. Cost Effectiveness Commitment

LLE aims to control unnecessary costs while maintaining appropriate product quality, availability and customer support.

We seek to provide transparent pricing and, where appropriate, proactively identify opportunities for customers to reduce purchasing and delivery costs.

D. Warranty Support, Servicing and Maintenance

London Laboratory Equipment Ltd is committed to providing responsive after-sales support and technical assistance to help customers maintain reliable operation of laboratory and microscopy equipment throughout its expected service life.

Warranty periods and conditions may vary according to the product, manufacturer and agreed quotation or contract.

1. Standard Warranty

Unless otherwise stated for a specific product:

The standard equipment warranty is 1 year.
Where a separate manufacturer's parts guarantee applies, its duration and conditions will be stated in the applicable product or warranty documentation.
During the applicable warranty period, LLE will coordinate appropriate warranty support for qualifying manufacturing defects.
Warranty coverage does not normally include damage caused by misuse, accidental damage, unauthorised modification or other excluded causes.

Extended warranty or service arrangements may be available for selected products.

2. Service Delivery Model

LLE primarily operates a Return-to-Base (RTB) and collection-and-return service model for warranty repairs.

Depending on the product and issue:

Initial technical diagnosis may be provided remotely.
Repairs may be undertaken by the manufacturer or an authorised service centre.
Manufacturer-trained or authorised service engineers may be involved where appropriate.
On-site installation, demonstration or training may be available for selected products at additional cost by prior agreement.

3. Technical Response and Repair Targets

Fault Category	Initial Response	Targeted Resolution
Major or critical fault	Within 1 working day	Collection and repair/replacement normally targeted within 10–15 working days where parts and service availability permit
Minor or intermittent fault	Within 2 working days	Resolution normally targeted within 15–20 working days where service availability permits
Remote/software issue	Within 1 working day	Remote resolution or action plan normally targeted within 3 working days

Actual repair times can depend on the fault, product type, availability of replacement parts and manufacturer service requirements.

Loan or temporary replacement equipment may be available for urgent cases, subject to availability.

4. Managing Downtime

LLE uses technical triage and remote support where appropriate to identify problems without unnecessary product returns.

For selected products, spare or replacement units may be available to help minimise operational disruption.

Where an urgent replacement is required, LLE may provide an equivalent or suitable alternative model, subject to availability and customer agreement.

5. Service Continuity

Where the normal manufacturer service route is temporarily unavailable, LLE may consider alternative technical support arrangements where appropriate.

For specialist microscopy, optical and digital imaging equipment, LLE may coordinate with the relevant manufacturer, distributor or authorised service provider.

6. Product Lifecycle and Spare Parts

LLE works with manufacturers and suppliers to support product availability and serviceability throughout the expected product lifecycle.

Where manufacturer support remains available, LLE may coordinate:

Spare parts;
Technical documentation;
Firmware and software updates;
Manufacturer technical support;
Repair services; and
Upgrade or replacement options.

The availability period for spare parts and technical support varies between manufacturers and product types and cannot be guaranteed for every product after discontinuation.

7. Service Performance

LLE records relevant service cases and uses this information to monitor response times, recurring faults and opportunities for improvement.

Where an agreed contractual service level is not achieved, any remedy or service credit will be subject to the relevant contract or agreement.

8. Warranty and Support Summary

Aspect	LLE Commitment
Standard equipment warranty	1 year unless otherwise stated
Warranty collection	Coordinated for qualifying warranty faults
Technical response	Normally within 1 working day for initial assessment
Repair support	Manufacturer or authorised service route where applicable
Loan equipment	Available for selected urgent cases, subject to availability
Software support	Remote assistance where applicable
Product lifecycle support	Coordinated with manufacturers and suppliers where available

Warranty and Statutory Rights

A manufacturer's warranty or LLE warranty is additional to any statutory rights that may apply. Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.

E. Schedule of Operation

London Laboratory Equipment Ltd operates an efficient order fulfilment process designed to support accurate ordering, stock visibility, prompt dispatch and clear communication.

Our systems are designed to support individual customers as well as universities, NHS organisations, research institutions and other professional procurement environments.

1. Ordering and Stock Management

Order Placement

Orders may be placed through:

The LLE Shopify website;
Purchase orders submitted by email;
Institutional procurement systems;
Agreed procurement portals; and
Other channels agreed with the customer.

Order Acknowledgement

Orders are normally acknowledged within 1 working day.

Where applicable, the order acknowledgement may include:

Product and quantity confirmation;
Estimated delivery date;
Stock information;
Tracking information when available; and
Any relevant supply or availability information.

Stock Management

Our Shopify-based inventory system is used to manage stock availability across the online catalogue.

Stock replenishment is planned for selected core products to help maintain availability and reduce unnecessary delays.

2. Delivery Lead Times

Standard UK Delivery

For in-stock products ordered before the applicable weekday cut-off time, LLE normally aims to dispatch the same working day.

UK delivery services may include Royal Mail, Yodel and other appropriate courier services depending on the order, destination and service selected.

Delivery times and charges are displayed or communicated according to the applicable delivery service and order value.

Express Delivery

DHL Express or another suitable express service may be available for selected UK orders.

Express delivery availability and delivery times depend on destination, product availability, order cut-off time and courier service conditions.

Large or Multiple Parcels

Additional delivery charges may apply to:

Orders above applicable weight limits;
Multiple-parcel consignments;
Large or bulky products; or
Non-standard delivery requirements.

Any applicable additional charges will be communicated or displayed as appropriate.

All prices are exclusive of VAT unless expressly stated otherwise.

3. High-Demand, Urgent and Backordered Orders

Urgent orders may be prioritised where operationally possible.

For out-of-stock, special-order or manufacturer-sourced products, lead times may be longer and are dependent on supplier availability, manufacturing schedules and transportation.

Customers will be informed of material delays where reasonably practicable.

Where appropriate, alternative products may be offered for consideration, subject to customer approval.

4. Delivery Methods and Handling

UK deliveries are made through established courier and postal services, primarily Royal Mail, DHL and other appropriate delivery partners.

For larger institutional consignments, palletised or specialist delivery may be arranged by prior agreement.

Products are packaged using appropriate protective materials to reduce the risk of damage during transportation.

5. Proof of Delivery

Tracking information and proof-of-delivery records are retained electronically where provided by the relevant courier and can be supplied to customers where appropriate.

6. Installation, Commissioning and Testing

Where applicable, laboratory equipment is checked before dispatch for:

Physical condition;
Completeness;
Optical or mechanical condition;
Relevant functionality;
Software or firmware configuration; and
Manufacturer or order specifications.

Where installation is required, appropriate manufacturer instructions are supplied.

Technical assistance may be provided by email, telephone or remote communication.

For selected digital microscopy products, LLE may provide assistance with software installation, drivers, configuration and basic setup.

7. Operational Service Summary

Aspect	LLE Commitment
Order placement	Online, PO, email and agreed procurement channels
Order acknowledgement	Normally within 1 working day
Stock management	Shopify-based inventory management
In-stock dispatch	Same-working-day target for eligible orders received before the applicable cut-off
UK delivery	Royal Mail, DHL and other appropriate courier services
Urgent orders	Priority handling where available
Stock discrepancies	Prompt notification and appropriate alternatives where possible
Installation support	Technical guidance where applicable
Pre-dispatch checks	Appropriate inspection and verification

8. Operational Commitment

LLE aims to provide efficient, transparent and reliable order fulfilment, supported by accurate stock management, appropriate pre-dispatch checks and responsive customer communication.

Delivery times remain subject to product availability, destination, courier conditions and any circumstances outside LLE's reasonable control.

F. Cyber Security

London Laboratory Equipment Ltd takes cybersecurity seriously and seeks to protect its business systems, customer information and operational data through appropriate technical and organisational controls.

LLE does not currently hold Cyber Essentials certification. However, we operate controls designed around the principles of the UK Government Cyber Essentials scheme and may pursue formal certification where appropriate or required.

1. Cyber Security Controls

Our cybersecurity controls include, where applicable:

Firewalls and secure network configurations.
Multi-factor authentication.
Role-based access controls.
Strong password management.
Bitwarden password management.
Anti-malware and endpoint protection.
Secure configuration of business devices.
Regular software and security updates.
Data encryption.
Backup and recovery procedures.
Security monitoring and access controls.

2. Access Control

LLE uses:

Individual user accounts where appropriate;
Multi-factor authentication;
Least-privilege access;
Role-based permissions;
Secure password management; and
Controlled third-party access.

Third-party access is restricted to the information and systems necessary for the relevant service.

3. Malware and Phishing Protection

Appropriate endpoint and email security controls are used to reduce exposure to:

Malware;
Phishing;
Malicious attachments;
Malicious websites; and
Unauthorised access.

Staff are expected to follow internal security procedures when dealing with suspicious emails, links, attachments or other potential security incidents.

4. Patch and Software Management

Business devices are configured to receive operating system and security updates where supported.

Critical security vulnerabilities are assessed and prioritised according to their severity and relevance to our systems.

For third-party services such as Shopify and Microsoft/OneDrive services, LLE relies on the relevant provider's infrastructure and security controls while maintaining appropriate account and access management.

5. Remote Technical Support

Where remote technical support is required:

Customer authorisation is obtained before access.
Access is limited to the agreed purpose.
Temporary or controlled access is used where technically possible.
Customer data is accessed only where necessary.
Access is withdrawn when the support activity is complete.

Where manufacturer or third-party technical support is required, LLE coordinates access with the customer and relevant service provider as appropriate.

6. Protection of Customer Data

LLE applies appropriate measures to protect customer information during servicing and maintenance.

These include:

Data minimisation;
Controlled access;
Secure transfer methods;
Encryption where appropriate;
Confidentiality obligations; and
Appropriate deletion or retention procedures.

Any customer data obtained for diagnostic purposes will be handled in accordance with applicable contractual and data protection requirements.

7. Backup and Business Continuity

LLE maintains backup and recovery arrangements for critical business information.

Business continuity procedures are periodically reviewed to help maintain essential operations in the event of system failure, cyber incidents or other operational disruption.

8. Incident Management

Potential cybersecurity incidents are assessed and managed according to their nature and severity.

Where an incident materially affects customer information or services, LLE will take appropriate steps to investigate, contain and address the issue and communicate with affected parties where required.

9. Certification Status

Current status: London Laboratory Equipment Ltd is not currently Cyber Essentials certified.

LLE nevertheless maintains a range of security controls designed around recognised cybersecurity principles and continues to review opportunities for further improvement.

10. Cybersecurity Contact

For cybersecurity or technical security enquiries, customers may contact LLE through our normal business contact channels.

Where appropriate, LLE may work with its external IT and cybersecurity support provider, Signel Digital Co., to investigate or resolve technical security matters.

G. International Orders – Cancellation, Refunds and Returns

International orders may involve additional payment processing, shipping, customs clearance, import duties, taxes, currency conversion and third-party supplier arrangements.

Customers placing orders for delivery outside the UK should review these conditions before placing an order.

Different legal requirements may apply depending on the customer's location, the nature of the transaction and whether the customer is purchasing as a consumer or in the course of business.

1. Cancellation Before Dispatch

Customers wishing to cancel an international order should contact LLE as soon as possible.

Where an order has not yet been processed, sourced, purchased from a third-party supplier or dispatched, LLE will consider the cancellation request.

For business-to-business transactions, where permitted by applicable law and the agreed terms of sale, LLE may take into account reasonable and demonstrable costs already incurred specifically in connection with the order and which cannot be recovered.

Where payment has been processed through a third-party payment provider, bank, card processor, marketplace or other financial intermediary, the amount actually received by LLE may differ from the amount originally paid by the customer.

Any refund will be handled in accordance with the applicable payment method, contractual terms and mandatory legal requirements.

2. Products Already Purchased or Sourced from Third-Party Suppliers

Where LLE has already purchased, ordered, reserved or committed to purchase products specifically to fulfil a customer's order, cancellation may be affected by supplier terms.

This may particularly apply to:

Special-order products;
Non-standard products;
Customised products;
Discontinued products;
Restricted products; and
Products sourced specifically for an individual order.

For business-to-business transactions, where permitted by applicable law, reasonable and demonstrable costs actually incurred by LLE and which cannot be recovered from the relevant supplier may be taken into account when calculating any refund.

3. Orders Already Dispatched

Once an international order has been dispatched, cancellation will normally be dealt with as a return request where a return is legally or contractually available.

Customers must obtain prior written authorisation from LLE before returning goods.

Goods should not be returned without receiving return instructions from LLE.

For non-faulty business-to-business returns, the customer may be responsible for reasonable return-related costs where permitted by the applicable terms.

Depending on the destination country, these costs may include:

International carriage;
Return insurance;
Customs clearance;
Import or export charges;
Duties and taxes;
Brokerage fees;
Storage charges; and
Other costs arising from the return.

Where goods are returned to the UK from another country, the customer is responsible for ensuring that the shipment is correctly documented and declared as a return where applicable.

LLE cannot accept responsibility for customs charges, duties, taxes, storage charges or other costs resulting from incorrectly documented or declared returns.

Nothing in this section affects statutory rights that cannot legally be excluded or restricted.

4. Products That May Not Be Returnable

Certain products may not be eligible for return because of their nature, regulatory requirements, manufacturer restrictions or supplier terms.

Depending on the circumstances, this may include:

IVD products;
Hazardous or chemical products;
Temperature-sensitive products;
Sterile products;
Products that have been opened or contaminated;
Customised products;
Specially sourced products;
Non-standard products; and
Products for which the manufacturer or supplier does not accept returns.

Where reasonably practicable, LLE will advise customers before accepting a return or refund request where a product may be subject to such restrictions.

These restrictions do not remove any mandatory statutory rights that apply to the customer.

5. Customs Duties, Taxes and Import Charges

Unless expressly agreed otherwise in writing, international customers are responsible for applicable charges imposed by the destination country.

These may include:

Import duties;
Customs charges;
Local taxes;
Customs clearance fees;
Brokerage charges;
Storage fees; and
Other destination-country charges.

Where an order is cancelled or returned after dispatch, customs duties, taxes, import charges or other amounts already paid to authorities or third parties may not be recoverable by LLE.

Where such amounts cannot be recovered, they may not form part of the refund available to the customer, subject to applicable law.

6. International Refund Processing

Where a refund is approved, LLE will normally issue the refund using the original payment method where reasonably possible.

International refunds may take longer to process because of:

Payment providers;
Banks;
International transfers;
Currency conversion;
Card processors; or
Other financial intermediaries.

LLE normally aims to process an approved international refund within 30–45 days, subject to the applicable transaction, payment provider and circumstances.

The amount ultimately received by the customer may be affected by exchange-rate movements or charges imposed by the customer's bank or payment provider.

For business-to-business transactions, where permitted by applicable law and the agreed terms, LLE may take into account reasonable and demonstrable costs incurred directly as a result of the cancellation or return and which cannot reasonably be recovered.

7. Consumer and Statutory Rights

Nothing in this International Orders policy is intended to exclude or restrict any statutory rights or remedies that cannot lawfully be excluded or restricted.

Where applicable consumer protection legislation or other mandatory laws provide a customer with cancellation, refund, return, repair, replacement or other rights, those rights continue to apply.

Different rules may apply depending on:

Whether the customer is a consumer or business;
The country of delivery;
The place of contracting;
The type of product supplied; and
The mandatory laws applicable to the transaction.

Where a conflict exists between these terms and mandatory applicable law, the mandatory legal requirements will prevail.

H. General Commitment and Review

London Laboratory Equipment Ltd is committed to maintaining clear, transparent and professional policies covering customer service, product quality, warranty support, order fulfilment, cybersecurity and international sales.

We periodically review our policies and procedures to reflect:

Changes in our product range;
Supplier and manufacturer requirements;
Customer feedback;
Operational experience;
Applicable contractual requirements; and
Relevant legal and regulatory developments.

Where a specific quotation, framework agreement, purchase contract or other written agreement contains terms that differ from these general policies, the specific agreed terms will apply to the extent permitted by applicable law.

For further information about our products, services or policies, please contact London Laboratory Equipment Ltd through the contact details provided on our website.

London Laboratory Equipment Ltd
UK Laboratory Equipment, Microscopy, Liquid Handling, Glassware and Laboratory Consumables

Management Team