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Legal

Refunds & Returns Policy

Last updated: 10 May 2026

Because we sell temperature-sensitive chemical reference materials whose integrity cannot be verified once they leave our cold chain, our refund and return policy is strict. Please read it carefully before ordering.

1. Right to cancel before dispatch

You may cancel your order for any reason up until the moment we hand the parcel to the carrier. Email support@peptideslabuk.com immediately. Once dispatched, the order cannot be cancelled and the clauses below apply.

2. No returns of opened or temperature-exposed product

Under regulation 28(3) of the UK Consumer Contracts Regulations 2013 (and equivalent EU rules), the right to cancel does not apply to goods that:

  • are sealed for health-protection or hygiene reasons and have been unsealed after delivery;
  • are liable to deteriorate or expire rapidly;
  • have been mixed inseparably with other items after delivery.

Research peptides fall within these exceptions. We do not accept returns of opened, used, reconstituted, or temperature-exposed product, and no refund will be issued for such product.

3. Damaged on arrival

If your parcel arrives visibly damaged, vials are broken, or the cold chain has obviously failed:

  1. Do not open the vials.
  2. Photograph the outer packaging, inner packaging, and the affected vials within their seals.
  3. Email the photos and your order number to support@peptideslabuk.com within 48 hours of delivery.

We will, at our discretion, replace the affected items or issue a refund of the affected line value once the claim is verified. Claims notified after 48 hours may be refused.

4. Lost in transit

If tracking shows no movement for 5 working days (UK) or 14 working days (international), contact us and we will open a carrier investigation. Once the carrier formally declares the parcel lost, we will replace or refund the order. We do not replace or refund parcels marked delivered by the carrier where the loss occurred after delivery.

5. Wrong item supplied

In the rare event we send you the wrong product, contact us within 7 days of delivery with photographs of the labels. We will arrange collection or destruction of the incorrect item and dispatch the correct one at our cost.

6. Refund method and timing

Approved refunds are issued to the original payment method within 7 working days of approval. The time it takes for funds to appear on your statement depends on your card issuer or bank.

7. Chargebacks

Please contact us before raising a chargeback. Initiating a chargeback for an order without first allowing us a reasonable opportunity to resolve the issue is a breach of these terms and may result in suspension of future service.

8. Buyer's remorse and unwanted product

We do not refund unwanted, mis-ordered, or surplus product. Please confirm your selections, vial sizes, and delivery details carefully before completing checkout.