Returns, Cancellations and Claims

• An unpaid order is released automatically when its payment window ends. Nothing is owed.
• Once an order is paid it goes straight to packing (UK Express is dispatched within 24 hours) or to the manufacturer (Factory Direct), so we do not accept cancellations after payment.
• Consumers keep the legal rights described below.

• We do not accept returns. Once reagents leave our control we cannot verify how they have been stored or handled, so they cannot be resold.
• Change of mind, ordering the wrong item, or no longer needing the goods are not grounds for a return or refund.
• Nothing sent back without our written agreement will be accepted or refunded.

Report it within 24 hours of the delivery scan on your tracking (the courier’s time, not when we mark the order delivered) through “Problem with this order?” in your Portal, our support page or Support@peptx.co.uk, with your order reference, photos of the outer parcel on all sides (label readable), and photos of the packaging and every item received (vial labels readable). We strongly recommend filming the opening of your parcel. Late or unsupported claims are not accepted.

Tell us within 24 hours of the delivery scan, after checking with neighbours, any safe place and your building’s reception. The carrier needs you to sign its declaration of non-receipt before it will investigate. A parcel the carrier confirms was delivered to the address you gave us counts as delivered; we replace only where its investigation confirms the parcel was lost or delivered elsewhere.

• No tracking movement for 5 working days: tell us. We replace the order once the carrier confirms it is lost.
• Customs seizure: send us the customs notice within 14 days and we reship the affected items once, free of charge. A further seizure to the same address is not covered. Seizures are not refunded in cash.

Results below a product’s stated guaranteed minimum purity are covered by our Purity Guarantee, within 14 days of delivery.

• Every claim is checked against our packing records and the carrier’s tracking and proof of delivery.
• An accepted claim is put right by replacing the affected items. We refund only if we cannot replace them within a reasonable time.
• Refunds go back to the original payment method only, normally within 5 to 10 working days.
• False, exaggerated or repeated claims are refused and can lead to account closure and a report to the carrier, payment provider and police.

If you buy as a consumer, you keep the rights the law gives you. Goods must be as described and of satisfactory quality. You may cancel within 14 days of delivery, but only for items still sealed and unopened: the right ends once a vial’s seal or the tamper-evident packaging is broken, because our products cannot be returned once unsealed for health protection and hygiene reasons. Returns under this right are at your cost. The full details are in section 9 of our Terms. Nothing in this policy affects your statutory rights.