Returns & Refunds
Our returns and refunds policy for UK Peptides Store orders — including what qualifies for a refund, how to request one and our processing timeframes.
Eligible for Refund
Damaged on arrival · Incorrect product sent · Missing items · Lost in transit (confirmed) · Order cancelled before dispatch
Not Eligible for Refund
Change of mind after dispatch · Incorrect storage after delivery · Customs seizure · Adverse reactions from misuse · Used or opened products
Contact Us First
Delayed delivery · Partial orders · Quality concerns · International delivery issues · Any situation not listed above
1. Our Returns Policy — Overview
Due to the nature of pharmaceutical-grade compounded peptide products — which are perishable, temperature-sensitive and produced to individual order — UK Peptides Store operates a limited returns policy. We cannot accept returns of products that have been opened, used, or that have left our temperature-controlled supply chain.
We are committed to resolving all genuine issues promptly and fairly. If you have a problem with your order, please contact us within the timeframes specified in this policy and we will work to resolve it.
2. Eligible Refund Circumstances
2.1 Damaged on Arrival
If your order arrives visibly damaged — broken vials, compromised packaging, evidence of temperature excursion — you are entitled to a full replacement or refund. You must notify us within 48 hours of delivery with photographic evidence.
2.2 Incorrect Product Sent
If you receive a product different from what you ordered, we will arrange a replacement of the correct product or a full refund at your preference. Notify us within 48 hours of delivery with your order number and a photo of the product received.
2.3 Missing Items
If your order is incomplete — missing products listed on your order confirmation — notify us within 48 hours of delivery. We will dispatch the missing items at no additional cost or issue a partial refund for the missing items.
2.4 Lost in Transit
If your order is confirmed lost by the courier — tracking shows no movement for more than 5 business days (UK) or 14 business days (international) — we will arrange a replacement dispatch or full refund. Lost in transit claims must be raised within:
- UK orders: within 14 days of dispatch date
- International orders: within 30 days of dispatch date
2.5 Order Cancelled Before Dispatch
If you cancel your order before it has been dispatched, a full refund will be issued within 5 business days. To cancel before dispatch, contact us immediately via WhatsApp (+44 7394 241184) or email ([email protected]) quoting your order number.
3. Non-Eligible Circumstances
Refunds will not be issued in the following circumstances:
- Change of mind after your order has been dispatched
- Incorrect storage of products after delivery — peptides must be stored as per instructions included with your order
- Customs seizure of international orders — you are responsible for ensuring products are legal to import in your country
- Adverse reactions resulting from misuse, self-administration without physician oversight, or use contrary to your physician protocol
- Opened or used products — we cannot accept returns of products that have been opened or used
- Failure to collect from courier — parcels returned due to failed collection are not eligible for refund of shipping costs
- Incorrect delivery address provided at checkout
4. How to Request a Refund or Replacement
Follow these steps to submit a return or refund request:
Contact us within the required timeframe
Email [email protected] or WhatsApp +44 7394 241184 within 48 hours of delivery for damaged/incorrect/missing items, or within 14–30 days for lost orders.
Provide your order details
Include your order number, the issue you are experiencing, and photographic evidence where applicable (damage, incorrect product). The more detail you provide, the faster we can resolve your case.
We review your claim
Our team will review your claim within 1–2 business days. We may contact you for additional information. We will confirm whether your claim is approved and whether we will issue a replacement or refund.
Replacement dispatched or refund issued
Approved replacements are dispatched within 48 hours. Approved refunds are processed within 5–10 business days back to your original bank account.
5. Refund Processing Timeframes
Once a refund is approved by our team, processing times are as follows:
6. Quality Concerns
If you have concerns about the quality or purity of a product you have received — for example, unusual appearance, colour or smell — please contact us before using the product. We take quality concerns extremely seriously.
All products are independently third-party tested to ≥98% purity before dispatch. A Certificate of Analysis is available for every batch on request — email [email protected] with your order number and batch number (found on your product label).
If a quality concern is validated by batch retesting, we will arrange a full replacement or refund and conduct a full investigation into the affected batch.
7. Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015. If products are faulty, not as described or not fit for purpose, you have the right to a repair, replacement or refund regardless of this policy.
For more information about your consumer rights, visit gov.uk/consumer-protection-rights →
8. Contact Us
To submit a returns or refund request, or if you have any questions about this policy, please contact our Manchester team using the details below. We aim to respond to all refund enquiries within 4 business hours.