Returns & Refunds Policy

Last updated: 2nd August 2026

We want you to receive exactly what you ordered, in the condition you expected. This policy explains when a return or refund is possible, when it isn’t, and what to do if something has gone wrong.

Nothing in this policy affects your statutory rights under UK consumer law.

Before you order

Research materials are temperature-sensitive and, once dispatched, we cannot verify how they have been stored or handled. For that reason, we cannot return items to stock once they have left us.

Please check your order carefully before completing checkout — product, concentration, and quantity.

Cancelling before dispatch

If your order has not yet been dispatched, we can usually cancel it and refund you in full.

Email us as soon as possible at thepeptologist@gmail.com with your order number. Orders placed before 2 PM on a working day are dispatched the same day, so please contact us quickly.

Once an order has been dispatched it cannot be cancelled.

Items we cannot accept back

Because of the nature of the products, we cannot accept returns of:

  • Any item where the outer seal or vial seal has been broken or tampered with
  • Any item that has been reconstituted, opened, or removed from its original packaging
  • Any item stored outside the conditions stated on its label
  • Bacteriostatic water and other sealed consumables once opened
  • Items returned to us without prior agreement

This reflects the sealed-goods and perishable-goods exemptions under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Sending an item back without agreeing it with us first does not create a right to a refund, and we may be unable to return it to you.

If your order arrives damaged, incorrect, or incomplete

This is where we will always put things right.

Contact us within 48 hours of delivery at thepeptologist@gmail.com, including:

  1. Your order number
  2. A description of the problem
  3. Clear photographs of the item, the batch label, and the outer packaging (including any damage to the box)

Please keep all packaging until the issue is resolved — carriers frequently require it as evidence.

Where we confirm an item was damaged in transit, incorrectly supplied, or missing from your order, we will send a replacement or issue a full refund, whichever you prefer. You will not be charged for return postage in these cases.

If your order does not arrive

All orders are dispatched with tracking. If the tracking shows no movement, or your order has not arrived within 10 working days of dispatch, contact us and we will open an enquiry with the carrier.

We cannot treat an item as lost until the carrier’s own claim window has passed, which is typically 10 working days for tracked UK services. Once confirmed lost, we will replace or refund your order in full.

Please note we cannot accept responsibility for orders where an incorrect or incomplete delivery address was provided at checkout, or where a parcel is signed for at the delivery address and subsequently goes missing.

Faulty or misdescribed goods

Under the Consumer Rights Act 2015, goods must be as described, fit for purpose, and of satisfactory quality. If a product does not match its published Certificate of Analysis or its stated description, contact us with the batch or lot number and we will investigate.

Where a fault is confirmed, you are entitled to a repair, replacement, or refund as appropriate. This right is not affected by anything else in this policy.

How refunds are issued

Approved refunds are issued to the original payment method within 5–10 working days of us confirming the refund. Depending on your bank or card issuer, it may take a further few days to appear on your statement.

Where a partial order is refunded, only the affected items and any associated postage are refunded.

Change of mind

Because of the sealed and perishable nature of research materials, we are unable to offer refunds or exchanges on change-of-mind returns once an order has been dispatched.

If you are unsure which product or size you need before ordering, email us — we would rather answer the question first than have you order the wrong thing.

Contact

Email: thepeptologist@gmail.com

Returns address: provided on request once a return has been agreed

Please do not send items back without contacting us first.

All products are supplied strictly for in-vitro laboratory research. Not for human or animal consumption, application, injection, clinical, veterinary, or diagnostic use.