Due to the nature of research chemicals, cold chain requirements, and the integrity of lyophilised peptide products, our returns policy is specific. Please read it carefully before placing an order.
Unopened products
Unopened products with intact seals may be returned within 14 days of the delivery date provided:
- The vial seal is fully intact and unbroken
- The product has been stored at the correct temperature since receipt (-20°C for peptides, room temperature for bacteriostatic water)
- You have contacted us to initiate the return before sending anything back
To initiate a return, use the contact form on our contact page within 14 days of delivery. Include your order number and reason for return.
Return shipping is at the buyer's expense. We recommend using a tracked service. We cannot accept liability for returned items lost in transit.
Opened or used products
We cannot accept returns of any product where the vial seal has been broken or the product has been used, reconstituted, or handled in any way. This applies regardless of storage conditions.
Damaged or incorrect items
If your order arrives damaged, leaking, or contains incorrect items:
- Contact us within 48 hours of delivery
- Include clear photographs of the packaging and the item(s)
- We will arrange a replacement or full refund at our discretion
Damage must be reported within 48 hours. We cannot accept claims made after this window as we cannot verify transit conditions retrospectively.
How refunds are processed
Approved refunds are processed within 5–10 working days of us receiving and inspecting returned goods. Refunds are issued to the original payment method.
Original outbound shipping costs are non-refundable unless the return is due to our error.
Order cancellations
Orders may be cancelled before dispatch by contacting us immediately. Once an order has been dispatched it cannot be cancelled and must follow the returns process above.
Same-day dispatch means cancellation windows are extremely short. Contact us as early as possible if you need to cancel.
Your statutory rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or other applicable UK consumer legislation.