Refund policy

Refund & Cancellation Policy

We take care in packaging and quality-checking every order. This policy explains when returns, replacements, and refunds are available.

Order cancellation before dispatch

You may cancel an unshipped order for a full refund by contacting our support team before the order has been handed over to the courier. Once an order has been dispatched, it cannot be cancelled but may be returned in accordance with the terms below.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect (e.g. wrong product or wrong quantity), you may request a replacement or refund within 7 days of delivery. To help us process your claim quickly please:

  • Take clear photographs of the outer packaging, the inner packaging, and the product on receipt;
  • Where feasible, record an unboxing video starting from the moment the courier package is opened;
  • Email our support address (see Contact page) with your order number and the media within 7 days of delivery.

We will acknowledge your request within 48 hours and, once verified, will arrange a replacement or a full refund to the original payment method within 7 working days.

Statutory consumer rights

Nothing in this policy affects your statutory rights as a consumer under the Consumer Protection Act 2019 or the Consumer Protection (E-Commerce) Rules 2020. If you believe your statutory rights have been affected, please contact our Grievance Officer (see Contact page).

Exclusions

Except where required by applicable law, refunds or exchanges are not available for:

  • Change of mind after dispatch, where the product has been opened or used and is not defective;
  • Incorrect delivery address provided by the customer at checkout;
  • Subjective preferences (e.g. taste, capsule size, packaging colour) where the product itself conforms to its description.

Research reference compounds (peptides)

Peptide research reference compounds supplied on this website are research reagents. They cannot be returned once the outer seal has been broken, for contamination-control reasons, except in the case of a demonstrable defect or mis-shipment identified within 7 days of delivery. Purchasers who cannot confirm research use should contact support before dispatch; we will cancel and refund any order we believe is not intended for in-vitro research.

Right to refuse

We reserve the right to reject returns that do not meet these policy conditions or that appear to be abusive, fraudulent, or unsafe.

Contact

For any return, refund, or cancellation request, please contact our support team using the details on the Contact page.