Last updated: 16 July 2026
Contacting us
Send complaints and product concerns to info@extolx.co.uk. Include your name, order number, product, batch number, relevant dates and the outcome requested. Do not send unnecessary health information.
We aim to acknowledge a complaint within five business days and provide a substantive response within 15 business days. If investigation takes longer, we will explain why and provide an update.
Suspected safety issue
If a product may be contaminated, damaged, incorrectly labelled or otherwise unsafe:
- Stop handling or using it where safe to do so.
- Isolate it from people, animals, food and incompatible materials.
- Keep the vial, label, packaging, batch details and documents.
- Contact us promptly and follow emergency or authority advice.
- Do not return or post it until safe transport instructions have been provided.
For immediate danger, call 999. For suspected exposure, seek urgent professional medical advice and provide the label or safety information. This is not an admission that the product is intended for administration.
Our response
We may request photographs, arrange safe collection, examine records, commission testing, notify suppliers, insurers or authorities, and contact other affected customers. Where necessary we may issue corrected instructions, suspend sales, withdraw a batch or conduct a recall.
Customers must cooperate with proportionate safety and recall instructions. We will handle personal information under our Privacy Notice.
Consumer remedies
This process does not restrict statutory rights or remedies. A safety investigation may run alongside a refund, replacement or other legal remedy.
Escalation
If you remain dissatisfied, ask for a management review at info@extolx.co.uk. We will provide information about any applicable independent redress scheme if one applies to the transaction. You may also contact Citizens Advice consumer service or the relevant regulator.