COVID-19 Delivery Information.
During this unprecedented time, we’re dispatching online orders within 2 working days. We’re running with a skeleton crew and strict social distancing measures. Unfortunately, many of our usual carriers’ services have been affected by the situation and so services are delayed. Please see below for current services to your country. This page is updated frequently.
Delivery & costs.
In light of the current circumstances, we are now providing standard delivery only within the UK at a cost of £3.75 or FREE when you spend £15. Approximate delivery times are 3-5 working days. Unfortunately, express and Saturday delivery are not available at the moment.
Some other things to know - Orders over the weight of 2kg may be subject to additional charges. - Redelivery of returned orders will incur an additional delivery payment.
To track your parcel, please click on your tracking number at the top of the order confirmation email.
BEYOND THE UK
Unfortunately, deliveries to EU countries are temporarily restricted. We hope to be able to resume delivery as soon as possible and thank you for your patience in the meantime.
REFUNDS & RETURNS
How do I return a product?
We’re sorry to hear you wish to return a product to us. Please contact us and include your order number, the product(s) to be returned and the reason, and we can provide you with a returns number. Once you have your returns number, please return your product to Pangaea Laboratories, Ventura Park, Old Parkbury Lane, Colney Street, St Albans AL2 2DB. Once we receive your order back, we will be able to issue you with a refund. We understand your return to us may be delayed during this COVID-19 period and that’s no problem.
If your product was purchased from another retailer, please contact them directly and they will be happy to assist you with arranging a return.
What is your returns and refund policy?
We offer a 30-Day Returns Policy.
Purchase directly from nanogen.com with confidence, and no hassle. If you’re unhappy with your purchase, we ask that any product is returned to us at least half full within 30 days after purchase. We understand this may be more difficult during this COVID-19 period so have extended our policy. We still ask that you contact us to gain a returns number within the 30 day period, but we understand you may not be able to physically return to us until outside this period.
Contact us for a returns number and when we receive the product, we will issue you with a refund.
Please note that if you have purchased your Nanogen products via one of our stockists, you will need to arrange your return with them directly in accordance with their own returns policy.
We reserve the right to amend or cancel this promotional returns policy at any time.
We are required to inform you of your standard cancellation rights within the EU and UK
Cancellation Rights: When an EU based consumer is purchasing products from an EU based company (including a UK based company/consumer in the event, and at the moment, of the UK leaving the European Union where there is a so-called 'implementation period' in place such that the same relevant rules apply to UK companies as to when the UK was a member of the European Union), you are legally entitled to cancel your order within 14 days, as per section 8 of our terms and conditions. If you would like to cancel your order, please contact us by simply filling out this online form. Return the products in the same condition as they were when they were delivered. Products are returned at your own expense and please retain proof of postage. When the above steps are complete, you will be refunded for the products you have returned to us within 30 days of receipt of your cancellation notice.