1. Overview
At PeptideSupplyUK.co.uk, we are committed to customer satisfaction and product quality. This policy outlines when refunds and returns are possible, and the process for requesting them.
2. No Returns on Opened Products
Due to health, safety, and regulatory requirements, we cannot accept returns of:
- Any products that have been opened or unsealed
- Products where the tamper-evident seal has been broken
- Products that have been shipped and delivered successfully
- Custom or special orders
This policy is in place to ensure product integrity and customer safety.
3. When Refunds Are Available
3.1 Order Cancellation Before Dispatch
You may cancel your order for a full refund if:
- The order has not yet been dispatched
- You contact us within 24 hours of placing the order
- You provide your order number and contact details
Note: Orders placed before 2:00 PM are typically dispatched the same day, so please contact us immediately if you wish to cancel.
3.2 Non-Delivery
If your order does not arrive, you may be eligible for a refund or replacement. You must:
- Wait for the expected delivery timeframe to pass (typically 3-5 business days for UK orders)
- Contact us with your order number and tracking information
- Allow us to conduct an investigation with the courier
Once non-delivery is confirmed, we will offer you a choice of:
- Full refund to your original payment method
- Replacement shipment at no additional cost
3.3 Damaged or Defective Products
If you receive damaged or defective products, we will provide a refund or replacement. You must:
- Contact us within 48 hours of delivery
- Provide photographic evidence of the damage or defect
- Show the product packaging and any visible damage
- Provide your order number
- Keep all packaging materials until the claim is resolved
📸 Required Photos
For damaged product claims, please provide clear photos showing:
- The exterior packaging
- The product vial or container
- Any visible damage, leakage, or defects
- The product label and batch number
3.4 Incorrect Products Received
If you receive the wrong product, we will correct the error at no cost to you. Requirements:
- Contact us within 48 hours of delivery
- Provide photos of the product received
- Do not open or use the product
- Keep all original packaging
We will either:
- Send the correct product immediately
- Issue a full refund if the correct product is unavailable
- Arrange collection of the incorrect product (if necessary)
3.5 Product Quality Issues
If a product fails to meet stated purity specifications as verified by Certificate of Analysis (COA), we will:
- Investigate the claim
- Request independent testing verification (if appropriate)
- Provide a full refund or replacement if the claim is substantiated
Note: Claims must be supported by testing from an accredited laboratory.
4. When Refunds Are NOT Available
We cannot provide refunds in the following circumstances:
- Change of mind: After the order has been dispatched
- Incorrect address: If you provided an incorrect delivery address
- Unclaimed packages: If you fail to collect from a courier depot or post office
- Customs seizure: For international orders seized by customs authorities
- Incorrect usage: If products are used incorrectly or contrary to instructions
- Storage issues: If products are stored improperly after delivery
- Late reporting: If damage or issues are reported after 48 hours
- Normal wear: For issues arising from normal handling in a research setting
5. Refund Process
5.1 How to Request a Refund
- Contact us: Use our contact page or email with "Refund Request" in the subject line
- Provide information: Include your order number, reason for refund, and supporting documentation/photos
- Await review: We will review your request within 2 business days
- Resolution: We will either approve the refund, request additional information, or explain why the refund cannot be issued
5.2 Refund Timeframes
- Refund approval: Within 2 business days of receiving complete information
- Refund processing: Refunds are initiated within 5 business days of approval
- Bank processing: Allow 5-10 business days for funds to appear in your account (depending on your bank)
5.3 Refund Method
Refunds will be issued to your original payment method:
- Credit/debit card refunds: Credited back to the same card
- Alternative payment methods: Refunded via the same payment channel
We do not provide refunds in cash or via different payment methods.
6. Replacement Policy
6.1 When Replacements Are Offered
Instead of a refund, we may offer a replacement for:
- Damaged products
- Incorrect products shipped
- Non-delivered orders
- Defective products
6.2 Replacement Process
- Replacements are typically dispatched within 1-2 business days of approval
- Expedited shipping may be provided for our errors
- You will receive tracking information once dispatched
7. Consumer Rights (UK)
7.1 Consumer Rights Act 2015
Under UK law, you have certain consumer rights:
- Right to reject: Within 30 days if goods are faulty, not as described, or unfit for purpose
- Right to repair or replacement: Within 6 months if goods develop a fault
- Right to price reduction or refund: If repair or replacement is not possible
7.2 Distance Selling Regulations
Important: Due to health and safety regulations governing research chemicals, the standard 14-day cooling-off period for distance selling does not apply to our products once they have been dispatched, as they are sealed products which cannot be returned for health and hygiene reasons, in accordance with the Consumer Contracts Regulations 2013.
8. International Orders
8.1 Customs and Duties
- We are not responsible for customs delays, fees, or seizures
- No refunds are provided for orders seized by customs authorities
- Customers are responsible for understanding their country's import regulations
8.2 International Shipping Issues
For international orders:
- Extended delivery times (10-20 business days) are normal
- Tracking may be limited in certain countries
- Contact us only after 30 days if your order has not arrived
9. Partial Refunds
In certain situations, we may offer partial refunds:
- If only part of your order is affected by an issue
- For minor cosmetic damage that doesn't affect product integrity
- As goodwill gestures in exceptional circumstances
10. Store Credit
In some cases, we may offer store credit as an alternative to a refund:
- Store credit can be used for any future purchase
- Credit does not expire
- Credit is tied to your account email address
11. Quality Guarantee
✓ Our Commitment
We stand behind our products. If you receive a product that:
- Does not meet stated purity specifications
- Arrives damaged or defective
- Is not what you ordered
- Never arrives
We will make it right with a refund or replacement.
12. Contact for Refunds
To request a refund or report an issue:
- Use our contact page
- Email us at the address provided on our contact page
- Include your order number and detailed description
- Attach photos if claiming damage or incorrect product
Response time: We aim to respond to all refund requests within 2 business days.
13. Fraudulent Claims
We reserve the right to:
- Investigate claims that appear fraudulent
- Request additional evidence or verification
- Refuse refunds for suspected fraud
- Report fraudulent activity to authorities if necessary
- Ban accounts engaged in refund abuse
14. Disputes
If you are unsatisfied with our refund decision:
- Request escalation to a senior team member
- Provide any additional information to support your case
- Consider using an Alternative Dispute Resolution (ADR) service
We are committed to resolving disputes fairly and reasonably.
15. Changes to This Policy
We reserve the right to update this refund policy. Changes will be effective immediately upon posting. The "Last Updated" date at the top of this page reflects the most recent version.
Questions about our refund policy? Contact us before making a purchase and we'll be happy to clarify.