Question 1

What is GenPrice UK?

Accepted Answer

GenPrice UK is a premium supplier of biology products, offering access to over 20 million products from 1,000+ trusted suppliers worldwide. We provide antibodies, ELISA kits, proteins, cell lines, reagents, and lab supplies for research, all with UK-based customer support and fast delivery.

Question 2

Are your products suitable for UK research?

Accepted Answer

Yes, all our products are CE marked and comply with UK regulations. We're based in Potters Bar, Hertfordshire, with VAT registration (GB111298832), and serve researchers across the UK and internationally. We can provide all necessary documentation for imports and exports.

Question 3

What is your delivery time to the UK?

Accepted Answer

For stock products, delivery is typically 1-2 business days. For regular non-stock products, 1-2 weeks. Custom-made products vary: polyclonal antibodies (12-14 weeks), monoclonal antibodies (15-17 weeks), and recombinant proteins (4-8 weeks). All delivery times are estimates and may vary due to production or transportation delays.

Question 4

What shipping methods do you offer to the UK?

Accepted Answer

We offer flat-rate shipping for each country, clearly stated in your quotation. For products requiring dry ice (such as cell lines and biologics), additional shipping fees apply. We handle all packaging to ensure products arrive in perfect condition. Shipping fees are explicitly mentioned before you complete your order.

Question 5

Do you ship with dry ice?

Accepted Answer

Yes, some products require dry ice for transportation. These shipments incur additional fees clearly stated in your quotation. It's your responsibility to immediately store goods at the appropriate temperature upon receipt. Damage due to improper storage after delivery is not eligible for replacement or refund.

Question 6

What payment methods do you accept?

Accepted Answer

We accept: Bank transfer, Credit card (Visa, MasterCard, American Express), Debit cards, Stripe, and PayPal (for select countries). Payment terms are typically 30 days net after invoice, though we may require prepayment for certain orders or custom services.

Question 7

How do I place an order?

Accepted Answer

You can order via email (contact@genprice.uk) or fax. Provide: delivery address, billing address, catalogue numbers, product descriptions, quantities, and pricing. You can also include your VAT number and order reference. No official order form is required—a simple email suffices.

Question 8

Do you offer VAT exemption for EU/UK registered businesses?

Accepted Answer

Yes. If you have a VAT number, we can issue invoices without VAT. Provide your VAT number with your order. If you don't have one or prefer not to use it, we apply UK VAT (20%). Organizations with VAT exemptions should include a copy of their exemption certificate with each order.

Question 9

What is your money-back guarantee?

Accepted Answer

GenPrice UK guarantees a full refund or store credit for products arriving damaged beyond usability, provided you report the issue immediately. The guarantee also covers performance issues under proper usage and storage. It excludes products used beyond expiration dates or damaged by improper storage after receipt.

Question 10

What is your return policy?

Accepted Answer

Upon receipt, inspect products for damage, ice loss, leakages, or breaks. Report issues immediately. For performance issues, provide the catalogue number, product name, and lot number. Our specialists determine if products are usable or should be replaced. Claims after the expiration date are not eligible for returns.

Question 11

What is your refund timeline?

Accepted Answer

Refunds or store credits are processed on a case-by-case basis after our specialists verify the issue. For damaged goods, we typically process replacements or credits within 5-7 business days of receiving documentation. Contact support@genprice.uk with photos and order details to initiate the process.

Question 12

Do you have a right of withdrawal period?

Accepted Answer

Yes. As a UK consumer, you have the right to withdraw from your purchase within 14 days of receipt under EU consumer protection laws. Submit your withdrawal request at /withdrawal-cancellation-request or email contact@genprice.uk with your order reference.

Question 13

What happens if my product arrives damaged?

Accepted Answer

Contact us immediately with photos of the damage and your order reference. We'll assess whether the product is usable. If not, we'll arrange a replacement or refund. Report damage within 48 hours of receipt for the fastest resolution.

Question 14

Can I get a sample before buying in bulk?

Accepted Answer

We generally don't offer free samples, but we almost always provide trial discounts in exchange for results and validation. Contact us with your intended application and we'll arrange a trial discount for you.

Question 15

Do you offer bulk discounts?

Accepted Answer

Yes. Ordering 2+ items from the same supplier usually qualifies for discounts based on quantity. Bulk orders (multiple items from different suppliers) also receive discounts. Contact us with your requirements for a custom quote.

Question 16

How do I know a product's expiration date?

Accepted Answer

Expiration dates are provided in the product listing and on the product label. Products used beyond their expiration date are not eligible for performance-related returns or refunds. Check the lot number on your product for the specific expiration date.

Question 17

What should I do if a product doesn't perform as expected?

Accepted Answer

Provide: catalogue number, product name, and lot number, along with your experimental results. Our technical support team will review the issue and work with the manufacturer if needed. We may request additional documentation or testing to verify the claim.

Question 18

Can you help me find a specific product?

Accepted Answer

Yes! If you can't find a product on our website, or if you don't have a specific product in mind, email contact@genprice.uk with details about your needs. Our experienced specialists will find and provide a list of suitable products.

Question 19

Do you require Material Transfer Agreements (MTAs)?

Accepted Answer

Some products (cell lines, plasmids, tissues) require MTAs if they're subject to intellectual property. We'll inform you of any MTA requirements before processing your order. Additional fees may apply for MTA processing and handling of controlled products.

Question 20

Are your products for research use only?

Accepted Answer

Yes. All our products are intended for research laboratory use only. They should not be used for diagnostics, therapeutics, treatment, or consumption by humans or animals. Use products according to the provided instruction manuals and only by qualified personnel.

Question 21

How do you handle customs and import duties?

Accepted Answer

Customers outside the EU, UK, and USA are responsible for customs clearance and local taxes/fees. We provide standard import documents (Commercial Invoice, Packing list, Airway Bill) in advance. Inform us if additional documents are needed for your local customs office.

Question 22

Do you have a local office in the UK?

Accepted Answer

Yes. GenPrice UK is registered in Potters Bar, Hertfordshire (VAT: GB111298832). Our address is: Unicorn House, Station Close, Potters Bar, EN6 1TL. We're open Monday-Friday, 9:00 AM - 5:30 PM. Phone: +44 (0)20 3393 8531, Email: contact@genprice.uk

Question 23

How can I contact customer support?

Accepted Answer

Email: contact@genprice.uk | Phone: +44 (0)20 3393 8531 | We respond within 2 hours during business hours (Mon-Fri, 9:00 AM - 5:30 PM). For urgent issues, call our order hotline.

Question 24

How do you protect my personal information?

Accepted Answer

We maintain administrative, technical, and physical safeguards to protect your data. We don't share credit card information—payments are processed securely by PayPal and Stripe. See our Privacy Policy for full details on data collection, use, and your rights.

Question 25

Do you use cookies on your website?

Accepted Answer

Yes. Cookies personalize your experience, collect statistics, and help us improve our website. You can manage cookie preferences through your browser settings. Third-party companies may also use cookies to tailor advertising. See our Privacy Policy for details.

Question 26

What is your data breach policy?

Accepted Answer

In the event of a data breach, we'll notify affected individuals if required by law and take appropriate remedial actions, including cooperating with law enforcement. See our Privacy Policy for more information on security measures.

Question 27

Can I delete my account and data?

Accepted Answer

Yes. You can update or delete your email address in Account Settings. However, deleting your account will prevent you from accessing products you've purchased. We retain data as needed for legal compliance and dispute resolution, then delete it after the retention period expires.

Question 28

Do you have an affiliate or reseller program?

Accepted Answer

We work with research institutions, universities, and commercial labs. Contact contact@genprice.uk to discuss partnership opportunities, volume discounts, and custom supply agreements.

Question 29

Can I use your products for commercial purposes?

Accepted Answer

Our products are intended for research use only. Commercial use requires special licensing and agreements. Contact us to discuss your specific application and explore custom solutions.

Question 30

Do you offer educational discounts?

Accepted Answer

Yes. Universities and educational institutions qualify for special discounts. Contact contact@genprice.uk with your institution details and we'll provide a custom quote.

Frequently Asked Questions