Last updated: 21 October 2026. Text in [square brackets] must be completed with your real business details before launch.
Overview
We want every order to arrive complete and in perfect condition. This policy explains what to do if something goes wrong.
Damaged, missing or incorrect items
If your parcel arrives damaged, an item is missing, or you received the wrong item, contact us within 7 days of delivery at support@peptidesupplyeu.com with your order number and photos of the parcel and contents. We will send a replacement or issue a refund at no cost to you.
Lost parcels
If tracking has not updated for 10 business days, or the parcel is marked delivered but has not arrived, contact us. We will open an investigation with the carrier and reship or refund once the investigation is complete.
Returns of unopened items
Because our products are sensitive laboratory materials whose storage conditions we cannot verify after dispatch, opened or seal-broken items cannot be returned. Unopened items in their original sealed packaging may be returned within 14 days of delivery; contact us first for a return authorisation. Return shipping costs are paid by the customer unless the return is due to our error.
Right of withdrawal
Our products are sold exclusively to professional and institutional researchers for laboratory use (see our Terms & Conditions). Where the statutory EU 14-day right of withdrawal applies to you, it is excluded for sealed goods that are unsuitable for return for health-protection or hygiene reasons once unsealed (Art. 16(e) Directive 2011/83/EU).
Refunds
Approved refunds are issued to the original payment method within 14 days. You will receive an email confirmation once the refund is processed.
Cancellations
Orders can be cancelled free of charge before they are dispatched. Email us as soon as possible with your order number.