Last updated: July 2026 · Version 2.0
1. Scope and your statutory rights
This Returns & Refund Policy forms part of our Terms & Conditions and applies to all orders. It is written to be strict and clear while fully preserving your legal rights. Nothing in this policy removes or reduces your rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because our products are sealed goods supplied for health-protection and integrity reasons, specific conditions apply once a seal is broken.
2. When you ARE entitled to a refund or replacement
- Our error: the wrong item, wrong quantity, or wrong product was supplied;
- Damaged or faulty on arrival: the vial arrives broken, leaking, or demonstrably defective;
- Change of mind on unopened goods: you cancel an order for an unopened, sealed product within 14 days of delivery, in line with the Consumer Contracts Regulations 2013;
- Non-delivery: an order confirmed as paid is not delivered and cannot be traced within a reasonable period.
For damaged, faulty, or incorrect items caused by us, you must contact us within 48 hours of delivery with clear photographs of the packaging and the item(s). Prompt reporting is required because we cannot verify transit or storage conditions retrospectively once this window passes.
3. When you are NOT entitled to a change-of-mind refund
To protect product integrity and for health-protection reasons, we cannot accept change-of-mind returns where:
- The vial seal has been broken, or the product has been opened, reconstituted, mixed, or used in any way — such goods are exempt from the cancellation right once unsealed;
- The product has not been stored correctly since delivery (−20°C for peptides; room temperature for bacteriostatic water);
- More than 14 days have passed since delivery without a cancellation request;
- The issue results from your handling, storage, or use rather than a defect or our error.
This exemption does not apply to goods that are faulty or not as described — your rights under the Consumer Rights Act 2015 (including the 30-day right to reject faulty goods) are unaffected.
4. How to start a return or claim
- Contact us via the Website contact form or at admin@uk-peptides.org, quoting your order number, within the relevant window (14 days for unopened change-of-mind; 48 hours for damage/error);
- Do not send anything back until we confirm the return in writing;
- For unopened change-of-mind returns, return postage is at your expense; we recommend a tracked service, and we are not liable for items lost in return transit;
- Where the return is due to our error or a fault, we cover reasonable return costs.
5. How and when refunds are paid
Once a return or claim is approved (and, for returned goods, once received and inspected), we issue any refund due to your original payment method. Refunds are made within the statutory 14-day period, and in practice as soon as our payment provider completes processing — typically sooner than 14 days. Processing speed after we release a refund is determined by the payment provider and is outside our direct control.
Refund timing summary: we release approved refunds without undue delay and always within 14 days, as required by law. The exact arrival time depends on our payment provider once released.
6. Delivery-charge refunds
Where a refund is due because of our error or a faulty product, we refund the item price and the basic outbound delivery cost. For change-of-mind cancellations of unopened goods, we refund the item price and basic outbound delivery, but not any premium/upgraded delivery you selected, and not return postage. This follows the Consumer Contracts Regulations 2013.
7. Order cancellations before dispatch
You may cancel an order before dispatch by contacting us immediately; we will refund it in full. Because we dispatch same-day, cancellation windows before dispatch are short. Once dispatched, an order follows the returns process above. Your separate 14-day statutory cancellation right for unopened goods still applies from delivery.
8. Diminished value
Where returned goods have been handled more than necessary to establish their nature and condition (beyond what would be reasonable when inspecting in a shop), we may reduce the refund to reflect any loss in value, as permitted by the Consumer Contracts Regulations 2013.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.