Refund policy

Last updated: 24 June 2026

This Returns and Refund Policy explains how returns, cancellations, replacements and refunds are handled by SYNCLAB LTD, trading as Holy Water Supply Co.

1. Business information

Legal entity: SYNCLAB LTD
Trading name: Holy Water Supply Co.
Company number: 17213434
Registered address: 128 City Road, London, United Kingdom, EC1V 2NX
Email: contact@holywatersupply.com
Telephone: +6285190422874

2. Return period

Eligible consumer customers may request a return within 14 calendar days of receiving their order.

To exercise your right to cancel or request a return, contact us at:

contact@holywatersupply.com

Your request should include:

Your full name
Order number
Product or products concerned
Reason for the request
Photographs where the item is damaged, defective or incorrect

After notifying us, eligible goods must normally be returned within a further 14 calendar days.

Returns sent without contacting us first may be delayed, refused where legally permitted, or sent to an address that cannot accept deliveries.

3. Return authorisation

Before returning any product, you must contact us and obtain return instructions.

We will provide:

Confirmation of whether the return is eligible
The correct return address
Packaging instructions where applicable
Any return reference that must be included

Do not send products to our registered office unless we specifically confirm in writing that it is the correct return address.

4. Change-of-mind returns

For eligible consumer orders, products returned because you changed your mind should:

Be returned in their original condition
Be unused
Be securely packaged
Include all original packaging, labels and accessories
Show no signs of contamination, alteration, damage or improper storage

You may inspect a product only to the extent reasonably necessary to establish its nature and characteristics.

Where handling goes beyond what would reasonably be permitted in a physical shop, we may make a lawful deduction from the refund to reflect any reduction in value.

5. Sealed and sensitive products

Certain products may be supplied in sealed, sterile, contamination-sensitive, temperature-sensitive or tamper-evident packaging.

Where permitted by applicable law, we may be unable to accept a change-of-mind return after:

A protective or tamper-evident seal has been removed or broken
The product has been opened
The product has been reconstituted, mixed or otherwise altered
The product has been used
The product has been stored outside its stated storage requirements
The integrity, safety or traceability of the product can no longer be verified

This section does not limit your legal rights where goods are faulty, damaged, incorrectly supplied or not as described.

6. Products that cannot be returned

Unless faulty, damaged, incorrectly supplied or otherwise covered by a legal right, we may be unable to accept returns of:

Opened or used products
Products with broken security or tamper-evident seals
Products that have been reconstituted, mixed or altered
Products that have not been stored according to the stated requirements
Products damaged after delivery
Custom-made or specially ordered products
Products personalised to the customer’s specifications
Products that deteriorate or expire rapidly, where a legal exception applies
Products that cannot be resold safely because their integrity or traceability cannot be verified
Gift cards or other non-returnable digital items, where applicable

We will assess each request individually and will not exclude or restrict rights that cannot legally be excluded.

7. Damaged, defective or incorrect orders

Inspect your order promptly after delivery.

Your parcel arrives damaged
A product is damaged or defective
You receive the wrong product
An item is missing
The quantity differs from your order
The product is materially different from its description

Email contact@holywatersupply.com and include:

Your order number
A description of the problem
Clear photographs of the parcel
Clear photographs of the product
Photographs of the shipping label and packaging where relevant

Keep the product and all packaging until we have completed our review.

Depending on the circumstances and your applicable legal rights, we may offer:

A replacement
A refund
A partial refund
Another appropriate remedy

We will cover reasonable return costs when a return is required because the item is faulty, damaged on arrival, incorrect or not as described.

8. Transit damage

Where possible, photograph visible damage before opening the parcel.

Claims for transit damage should be submitted promptly so that we can investigate with the carrier.

Failure to report damage immediately does not remove any legal right that you may have, but delayed reporting may make it more difficult to establish when or how the damage occurred.

9. Missing or undelivered orders

If tracking shows no delivery or your parcel has not arrived within the expected delivery period, contact us at contact@holywatersupply.com.

We may need to investigate the shipment with the carrier before issuing a replacement or refund.

If a parcel is confirmed lost, we will provide an appropriate remedy in accordance with your legal rights and the circumstances of the order.

10. Refused, unclaimed or incorrectly addressed parcels

You are responsible for entering a complete and accurate delivery address during checkout.

If an order is returned because:

The address supplied was incomplete or incorrect
Delivery was refused
The parcel was not collected
The customer could not be reached
Required import or delivery action was not completed

we may deduct reasonable outbound delivery, return delivery or carrier charges from the refund where legally permitted.

We will contact you after the returned parcel has been received and inspected.

11. Return shipping costs

For an eligible change-of-mind return, the customer is responsible for the cost of returning the goods unless we agree otherwise in writing.

We recommend using:

A tracked shipping service
Appropriate protective packaging
A service that provides proof of postage
Any temperature-controlled service required by the product

You are responsible for the returned product until it is delivered to the authorised return address.

We do not accept responsibility for returns lost or damaged in transit because of inadequate packaging or an unsuitable shipping method.

Where goods are faulty, damaged, incorrect or not as described, we will cover reasonable return costs where a return is required.

12. Original delivery charges

For an eligible consumer cancellation covering the entire order, we will refund the standard outbound delivery charge where required by law.

If you selected an enhanced, expedited or more expensive delivery service, we may refund only the cost of the least expensive standard delivery option that was available.

If only part of an order is returned, the original delivery charge may not be refundable unless required by law.

13. Inspection of returned goods

All returned products are inspected after receipt.

We may refuse a voluntary return or reduce the refund where legally permitted if:

The product has been used or altered
The seal has been broken
Parts or packaging are missing
The product has been damaged after delivery
Storage requirements were not followed
The return was not authorised
The returned item does not match the item originally supplied
The product has lost value because of unnecessary handling

We will notify you if a deduction or rejection applies and explain the reason.

14. Refund processing

Once the returned goods have been received and inspected, we will notify you whether the refund has been approved.

Approved refunds will normally be issued within 14 calendar days after the earliest of:

The date we receive the returned goods; or
The date you provide acceptable evidence that the goods were returned, where applicable

Refunds are normally issued using the original payment method.

Processing times after we issue the refund depend on your bank, card issuer or payment provider and are outside our direct control.

15. Payment-link orders

Where an order was paid through a secure payment link sent after checkout, any approved refund will normally be issued through the payment provider used to complete that payment.

Placing an unpaid order does not itself create a completed refund claim.

If you wish to cancel before paying, contact us at contact@holywatersupply.com and we will cancel the unpaid order where possible.

16. Cancelling before dispatch

If payment has not yet been made, we can normally cancel the order without issuing a refund.

If payment has been received but processing has not begun, we will attempt to cancel and refund the order.

We cannot guarantee cancellation after an order has entered preparation, fulfilment or dispatch.

Your applicable statutory cancellation rights remain unaffected.

17. Exchanges

We do not currently offer automatic direct exchanges.

Where an exchange is appropriate, we may ask you to:

Return the eligible item; and
Place a new order for the replacement product

For damaged, faulty or incorrect goods, we may arrange a replacement directly.

Replacement availability depends on stock.

18. Business-to-business orders

Orders placed by companies, laboratories, institutions, organisations or persons acting primarily for business purposes are treated as business-to-business orders.

The consumer change-of-mind cancellation rights described in this policy may not apply to business purchases.

Business returns are accepted only:

With our prior written approval
In accordance with the applicable sales agreement
Where the product is faulty, incorrect or not as agreed
Where we otherwise agree to accept the return

Approved business returns may be subject to reasonable inspection, handling, restocking and return-delivery charges where permitted by the contract and applicable law.

Nothing in this policy limits any rights or remedies that cannot lawfully be excluded.

19. Orders rejected during review

We reserve the right to review an order before accepting payment or fulfilment.

An order may be rejected or cancelled where, for example:

Required customer information is incomplete
We cannot verify the order
The product is unavailable
The order does not meet our research-use requirements
We identify suspected fraud or misuse
Delivery cannot legally or practically be completed

If payment has already been received for an order that we reject, we will issue an appropriate refund.

20. Chargebacks and payment disputes

Please contact us before initiating a payment dispute so that we have an opportunity to investigate and resolve the issue.

Submitting a chargeback does not remove the requirement to return goods where a return is legally required.

Fraudulent or abusive payment disputes may be challenged using order, delivery and communication records.

This section does not limit your rights to raise a legitimate dispute with your payment provider.

21. Your statutory rights

Nothing in this policy limits your rights under applicable consumer law.

Where applicable, goods must be:

As described
Of satisfactory quality
Fit for any purpose made known and accepted

You may have additional rights where goods are faulty, defective, damaged, incorrect or not as described.

22. How to request a return

Email: