Returns & Refund Policy

1.Summary of your rights

2.Your 14-day right to cancel

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel a distance contract without giving a reason.

• The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods. Where an order is delivered in instalments, it ends 14 days after the last item arrives.
• To cancel, make a clear statement to that effect — email admin@uk-peptides.org is easiest, and you may use the model form in clause 13. Simply refusing delivery or sending goods back with no message is not a clear statement.
• Once you have told us, you have a further 14 days to send the goods back.
• We refund within 14 days of receiving the goods back, or within 14 days of you supplying evidence you have sent them — whichever is earlier.

3.The sealed goods exception

For the avoidance of doubt, a product counts as unsealed if it has been:

• opened, or its tamper-evident seal or crimp cap broken or punctured;
• reconstituted, mixed, decanted or aliquoted;
• used in any way.

We may also decline a change-of-mind return where the product has clearly not been stored as instructed since delivery — for example a lyophilised peptide left at room temperature — because we cannot then confirm it is still within specification.

4.Faulty, damaged or incorrect items

You are entitled to a replacement or a full refund, at our cost, if:

• the wrong item, wrong size or wrong quantity was supplied;
• the vial arrives broken, leaking, or with a compromised seal;
• the product does not match its description or the Certificate of Analysis for its batch;
• the product is not of satisfactory quality.

Please report damage or an incorrect item within 48 hours of delivery, with clear photographs of the outer packaging, the inner packaging and the item itself. We ask for prompt reporting because transit damage and cold-chain condition cannot be verified retrospectively once that window passes.

5.Your rights under the Consumer Rights Act 2015

Goods must be of satisfactory quality, fit for purpose and as described. If they are not, you have a statutory ladder of remedies:

1. Short-term right to reject — within 30 days of delivery you may reject faulty goods and receive a full refund.
2. Repair or replacement — after 30 days you may require repair or replacement within a reasonable time and without significant inconvenience.
3. Price reduction or final right to reject — if repair or replacement fails, is impossible, or is not provided in a reasonable time, you may claim a price reduction or reject the goods for a refund.

In England and Wales you generally have up to six years from purchase to bring a claim for faulty goods (five years from discovery in Scotland). Where a fault appears within the first six months, it is presumed to have been present at delivery unless we can show otherwise.

6.How to start a return or claim

1. Email admin@uk-peptides.org with your order number, the item concerned, and what the problem is. Attach photographs for damage or incorrect items.
2. Wait for our written confirmation before sending anything back. It will include the return address and, where we are covering the cost, how to return it.
3. Pack the item securely. Include your order number so we can match the parcel to your account.

We acknowledge return requests within one working day during Monday to Friday, 9am–4pm GMT, and aim to resolve them within five working days.

7.Returning the goods to us

• Change of mind: you pay return postage. We recommend a tracked service — until the parcel reaches us it remains your responsibility, and we cannot refund goods we never receive.
• Our error, or a faulty product: we pay return postage, or arrange collection.
• Do not send anything to our registered office. It is a registered address for legal correspondence, not a returns or collection address. Use the return address we give you in writing.
• You have a legal duty to take reasonable care of goods while they are in your possession before return.

8.How and when we refund you

• Refunds go to the original payment method — for bank transfers, to the account the payment came from. We cannot refund to a different account or person.
• Change-of-mind cancellations: within 14 days of receiving the goods back, or of proof of postage, whichever is earlier.
• Faulty, damaged or incorrect goods: within 14 days of agreeing the refund.
• We may withhold a refund until the goods are received back or you supply evidence of sending them, as permitted by regulation 34(8).

Once we release a refund, how quickly it appears is determined by your bank and is outside our control. Tell us if it has not arrived within five working days of our confirmation and we will chase it with our payment provider.

9.Delivery charge refunds

• Where the refund is because of our error, a fault, or non-delivery, we refund the item price and the delivery charge you paid in full.
• For change-of-mind cancellations we refund the item price plus the basic delivery cost (£3.99 where charged). If you chose a more expensive delivery option, we refund only the basic rate, as permitted by regulation 34(3).
• Return postage on a change-of-mind cancellation is not refunded.
• If you cancel only part of an order and the remaining items no longer qualify for free delivery, we may deduct the delivery charge that would have applied to the retained items.

10.Deductions for diminished value

You may handle goods as you would in a shop to establish their nature, characteristics and function. If you handle them beyond that and their value is reduced as a result, we may deduct an amount reflecting the loss in value, as permitted by regulation 34(9). We will always tell you the amount and the reason before applying any deduction.

11.Cancelling before dispatch

You may cancel before dispatch by emailing us immediately, and we will refund in full. Because we dispatch same-day on orders placed before 6pm GMT, the window is short. If your order has already been dispatched, the process in clause 2 applies instead from the date of delivery.

12.Orders that never arrive

If tracking shows no movement for five working days after the expected delivery date, contact us and we will investigate with Royal Mail. Royal Mail treats an item as lost after ten working days from the expected delivery date. Once an item is confirmed lost we will resend your order or refund it in full, at your preference. Goods remain at our risk until they are delivered to you, so a genuine non-delivery is always our responsibility to resolve.

13.Model cancellation form

You do not have to use this form, but you may. Copy it into an email to admin@uk-peptides.org.

14.Complaints

If you are unhappy with how a return or refund has been handled, email admin@uk-peptides.org marking it "Complaint". We acknowledge within one working day and aim to resolve within five. If we cannot resolve it, you can get free independent advice from Citizens Advice on 0808 223 1133, and you retain the right to bring court proceedings. Our full terms, including governing law, are in our Terms & Conditions.

This policy is issued by AURYXRESEARCH LTD, company number 17388727, registered office 3 Goose Cross, Highfields Caldecote, CB23 7ZL, United Kingdom.