Shipping, Returns & Refund Policy

Last updated: July 14, 2026

This Shipping, Returns & Refund Policy applies to purchases made through pawli.me

1. Shipping

Vial Essentials currently ships to supported countries within the European Union.

Free EU Shipping

All eligible PAWLI.ME orders include free standard shipping.

Where tracking is available for the selected product and destination, customers will receive a shipping confirmation email containing tracking information after the order has been dispatched.

Some orders containing multiple products may be shipped in separate packages and may arrive at different times.

Processing and Delivery Times

Orders normally require processing before shipment.

Estimated delivery time is generally:

5–10 business days after dispatch

Delivery estimates are not guaranteed and may vary depending on:

• destination country;
• supplier processing time;
• carrier availability;
• customs processing;
• local postal services;
• public holidays;
• severe weather; or
• circumstances outside our reasonable control.

Customers are responsible for providing a complete and accurate delivery address.

Vial Essentials is not responsible for delays or additional costs caused by incorrect or incomplete delivery details supplied by the customer.

Customs, VAT and Import Charges

Products may be fulfilled and shipped from locations outside the European Union.

Applicable VAT, customs duties, import charges, brokerage charges, or similar fees may depend on the order value, destination country, shipping method, and tax arrangement used for the order.

Where taxes and import charges are collected at checkout or shipped under a prepaid import arrangement, the customer should not normally be required to pay the same charges again upon delivery.

Where such charges have not been prepaid or collected at checkout, the customer may be required to pay charges imposed by the destination country's authorities or delivery carrier.

Any applicable charges should be disclosed during checkout or otherwise communicated where required by law.

Customers should contact us if they believe VAT or import charges have been collected twice.

2. EU Right of Withdrawal

Consumers located within the European Union generally have the right to withdraw from an online purchase within 14 days without providing a reason, subject to applicable legal exceptions.

The withdrawal period begins on the day after the customer, or a third party designated by the customer other than the carrier, receives the goods.

For an order containing several products delivered separately, the withdrawal period normally begins after receipt of the final product.

To exercise the right of withdrawal, the customer must notify Vial Essentials of the decision to withdraw within the 14-day period.

The customer then has an additional 30 days from the date of notification to send the goods back.

To initiate a withdrawal or return, contact:

support.pawli@gmail.com

Please include:

• your full name;
• order number;
• the product being returned; and
• a clear statement that you wish to withdraw from the purchase.

You may use the statutory EU withdrawal form, but its use is not mandatory.

3. Condition of Returned Products

Customers may inspect a product in the same way that they would reasonably be permitted to inspect it in a physical shop.

Returned products should, where reasonably possible, include:

• the original packaging;
• included accessories;
• manuals and documentation;
• charging cables or power adapters; and
• any other components supplied with the product.

A product does not automatically become ineligible for return merely because its packaging has been opened or the product has been briefly tested.

However, the customer may be responsible for any reduction in the product's value caused by handling beyond what was necessary to establish its nature, characteristics, and functionality.

Examples of excessive handling may include:

• prolonged use;
• visible wear or damage;
• missing components;
• contamination;
• unauthorised modification;
• improper storage;
• use inconsistent with product instructions; or
• returning the product in a materially reduced condition.

Any deduction for diminished value will be assessed reasonably and in accordance with applicable consumer law.

4. Health and Hygiene Exceptions

Certain sealed products may be excluded from the statutory right of withdrawal where:

• the product is not suitable for return for genuine health-protection or hygiene reasons; and
• the product's protective seal was removed or broken after delivery.

This exception is applied only where permitted by applicable law.

Products are not automatically excluded from return merely because they are marketed for use with vials, storage equipment, laboratory supplies, or healthcare-related accessories.

However, products that have been contaminated or exposed to biological materials, chemicals, medications, used sharps, or other potentially hazardous substances may be refused where accepting the return would create a genuine health or safety risk.

This does not affect the customer's legal rights regarding defective, unsafe, damaged, or incorrectly supplied goods.

5. Return Authorisation

Please contact Vial Essentials before returning any product.

Email:

support.pawli@gmail.com

Include:

• order number;
• product being returned;
• reason for the return; and
• photographs or videos where the product is damaged, defective, or incorrect.

We will provide return instructions and, where applicable, the authorised return address.

Because Vial Essentials works with different fulfilment partners, products must be returned to the address specified by our support team.

Do not return products to an address shown on the original parcel unless our support team confirms that address in writing.

Unauthorised returns sent to an incorrect address may be delayed or may not be recoverable.

6. Return Shipping Costs

When exercising the statutory right of withdrawal because the customer has changed their mind, the customer is normally responsible for the direct cost of returning the goods, provided this was communicated before purchase.

We strongly recommend using a tracked and adequately insured return service.

Vial Essentials is not responsible for a returned parcel that is lost before it is received by the authorised return facility.

If a product is defective, damaged on arrival, incorrectly supplied, or otherwise does not conform to the purchase agreement, Vial Essentials will cover reasonable return costs where required by applicable law.

7. Refunds

Once a return is received, it will be inspected.

We will notify the customer regarding the status of the refund.

For a valid exercise of the EU right of withdrawal, refunds will be issued in accordance with applicable consumer law.

The refund will normally include:

• the price paid for the returned product; and
• the cost of the least expensive standard delivery method offered for the original order, where applicable.

Because Vial Essentials currently offers free standard delivery, there will normally be no original standard shipping charge to reimburse.

Additional costs resulting from the customer's choice of an expedited or premium delivery service do not have to be refunded beyond the cost of standard delivery.

We may withhold reimbursement until:

• we have received the returned goods; or
• the customer provides evidence that the goods have been sent back,

whichever occurs first.

Refunds will generally be issued to the original payment method.

Although we process approved refunds promptly, banks and payment providers may require additional time before the funds appear in the customer's account.

8. Damaged, Defective or Incorrect Products

Please inspect your order shortly after delivery.

Contact us promptly if a product:

• arrives damaged;
• is defective;
• is materially different from its description;
• is missing essential components; or
• is not the product ordered.

Email:

support@vial-essentials.com

Please provide:

• your order number;
• a clear description of the issue;
• photographs of the product and packaging;
• a video demonstrating the fault where reasonably possible; and
• a photograph of the shipping label where relevant.

Depending on the circumstances and applicable consumer law, the appropriate remedy may include:

• repair;
• replacement;
• price reduction; or
• refund.

Requests for photos or videos are intended to help us assess the issue and do not remove or limit mandatory consumer rights.

9. Statutory Conformity Rights

The 14-day right of withdrawal is separate from the customer's legal rights where a product is defective or does not conform to the purchase agreement.

Nothing in this policy limits mandatory consumer guarantees, conformity rights, or remedies available under applicable EU or national law.

10. Order Cancellations

Customers may request cancellation before an order has entered fulfilment.

We will try to accommodate cancellation requests, but cancellation cannot be guaranteed once an order has been processed or sent to a fulfilment partner.

If the order has already been dispatched, the customer may exercise the applicable right of withdrawal after receiving it.

No administrative cancellation fee will be charged where prohibited by applicable law.

11. Exchanges

Vial Essentials does not guarantee direct product exchanges.

Where a customer wishes to purchase a different product, the standard process may be:

1. return the eligible original product;
2. receive the applicable refund; and
3. place a new order.

Defective or incorrectly supplied products may be replaced where appropriate and available.

12. Refused and Unclaimed Deliveries

Customers are responsible for monitoring tracking information and collecting parcels where delivery or collection is required.

If a package is returned because:

• the customer refused delivery without exercising their legal withdrawal rights;
• the address supplied was incorrect or incomplete;
• the customer failed to collect the parcel; or
• delivery could not be completed because of circumstances attributable to the customer,

Vial Essentials may deduct reasonable and documented return, storage, carrier, or handling costs from any refund where permitted by applicable law.

No deduction will be made for costs for which the customer is not legally responsible.

13. Returned Parcels Lost in Transit

Customers returning an item are responsible for retaining proof of shipment.

We recommend using a tracked service and retaining the receipt until the return and refund have been completed.

Where Vial Essentials supplies a prepaid return label, the customer must follow the accompanying return instructions.

14. Product Use

Customers must follow the product description, user instructions, safety information, electrical requirements, storage instructions, and warnings supplied with the product.

Vial Essentials products are storage, organisation, monitoring, travel, and accessory products.

Unless expressly stated and legally authorised, products sold by Vial Essentials are not intended to diagnose, treat, prevent, or cure any disease or medical condition.

Nothing in this section limits liability or consumer rights that cannot legally be excluded.