Refund policy
Last updated: 18 Nov 2025
You’ve spoken and we’ve listened — our returns process is now easier than ever! Simply fill out our online form (using the button below) and we’ll handle all the paperwork for you. Just be sure to read this policy first.
General
Please inspect your item(s) upon delivery and contact us immediately if anything is defective, damaged, or incorrect. We’ll review the issue and make it right as quickly as possible.
Our return policy gives you 14 days from the date you receive your item(s) to notify us that you wish to return them for any reason and without providing any justification.
To be eligible, items must be unused, in resalable condition, and returned in their original, undamaged packaging.
Once you notify us of your wish to return an item, you have a further 14 days to send it back. Refunds are generally issued only after the item has been received and inspected to confirm it is in resalable condition.
The following sections explain how to initiate and complete a return.
Chargebacks and Dispute Resolution
If there’s any problem with your order, we ask that you please contact us first before opening a chargeback claim. We resolve most issues very quickly with a free replacement, refund, store credit, or discount.
Filing a chargeback before contacting us can slow down the resolution and incurs significant fees for small businesses like ours.
Please give us the opportunity to help — you can reach us anytime via our Contact Us page or email, and we usually reply within minutes to a few hours (always within one business day).
Chargebacks filed for issues that fall outside the terms and timelines of this policy may be formally disputed with the payment provider using order records and delivery confirmation.
Initiating a Return
Please keep your item(s) and all original packaging, including the outer mailing bag or box with your name, address, and tracking label. This helps our warehouse team match the return to your order quickly.
To start a return, please complete our Returns Form using the Green button below. We will review your request within 24 hours and let you know if we need anything further.
If you need to share extra information (such as photos or documents) that cannot be attached through the form, please submit the form first, then email the additional details with your order number in the subject line.
Returning Your Item(s)
Once your return request is approved, we’ll email you a prepaid returns label or QR code, along with instructions and your nearest drop-off point. Please note that it is not possible to choose between a label or QR code; this is determined by the carrier handling your return.
Preparing your return:
- Place all items back into their original packaging.
- Seal the package securely.
- If you receive a label for printing: print it and attach it to the package with the barcode clearly visible.
- If you receive a QR code: no printing is needed — just bring the packaged item to the designated drop-off point and show the QR code on your phone. You can also print off the QR code to take with you, if preferred.
Exceptions / Non-Returnable Items
The following items cannot be returned:
- Perishable or consumable goods.
- Custom or personalised products.
- Kits that have been fully or partially assembled.
Hazardous or flammable materials:
These can only be returned if unopened, undamaged, and in their original shipping condition, and only where all required shipping documentation is provided. If you're unsure, please email us at info@thesciencehut.com before sending anything.
About STEM electronics kits:
Electronics kits can be challenging to assemble, and improper assembly can result in a non-functional product. We cannot be held responsible for damage caused during soldering or handling. In these cases, we cannot accept returns based on a non-working kit caused by assembly errors. However, our technical team is always happy to help you troubleshoot. Please contact us if you need support.
Claims regarding missing or damaged components
For each electronics kit we sell:
- All individual components are tested using a multimeter and/or IC test block and confirmed to be working and within the required tolerance.
- Components are packaged by one person.
- Packing is independently verified by a second person.
- Packed kits are checked and verified against the full Bill of Materials (BOM).
This makes missing or faulty components extremely unlikely.
However, if you believe parts are missing, please take a clear photograph of all components received. One photo is all that's needed, just lay all components on a table top and take a photo.
Note that claims for missing or damaged components can only be accepted if you have not started any steps of the assembly. If you damaged a component during assembly, we can supply spares—just Contact us and let us know what you require.
Return Shipping Costs
If you change your mind about your purchase, return postage is usually the customer’s responsibility. In some situations, we may cover or reduce this cost after reviewing the details of your return. Any applicable return postage will be deducted from your refund and confirmed when your return is authorised.
Refunds
We’ll email you once your returned item has been received and inspected. If approved, your refund will be issued to your original payment method within 5 business days. Please allow additional time for your bank or card provider to process the refund.
If you prefer store credit instead of a refund, just let us know and we’ll issue it promptly.
If more than 5 business days have passed since your refund was approved and you haven’t received it, or you have any concerns with this policy, please contact us at info@thesciencehut.com.