Returns

Changed Your Mind?

Under the Consumer Contracts Regulations 2013, eligible customers may have the right to cancel their order within 14 calendar days of receiving their goods.

However, due to the nature of our products, returns can only be accepted where the products remain unopened, unused and in their original sealed packaging.

To be eligible for a return:

• The product must remain factory sealed and unopened.
• All tamper-evident packaging and security seals must be intact.
• The product must not have been stored, handled or altered in a way that could affect its quality.
• The product must be returned in a condition suitable for resale.

For quality assurance and safety reasons, we cannot accept returns of products that have been opened, tampered with or partially used unless they are faulty.

Please contact our customer support team before returning any goods.

Incorrect, Damaged or Faulty Orders

Problems With Your Order

If your order arrives damaged, incorrect or incomplete, please notify us within 48 hours of delivery.

Where possible, please include:

• Your order number.
• Clear photographs of the outer packaging.
• Photographs of the product.
• A description of the issue.

Where a fault or fulfilment error is confirmed, Peptex will, at its discretion, offer a replacement, refund or other appropriate resolution.

Non-Returnable Items

Products We Cannot Accept

We cannot accept returns where:

• Products have been opened.
• Tamper-evident seals have been broken.
• Products have been used or partially used.
• Products have been improperly stored after delivery.
• The return request falls outside the applicable return period.

This does not affect your statutory rights where products are faulty or not as described.

Return Procedure

Returning Your Order

Returns must be authorised by Peptex before being sent.

Unauthorised returns may be refused.

Returned products should be securely packaged using appropriate protective materials.

Unless the return is due to our error or a confirmed fault, customers are responsible for return shipping costs and remain responsible for the goods until they are received by Peptex.

We recommend using a tracked delivery service.

Refunds

Refund Process

Once your returned goods have been received and inspected, we will notify you of the outcome.

If your refund is approved, it will be processed using your original payment method where possible.

Please allow up to 10 working days for your payment provider to complete the refund after it has been issued.

Order Cancellations

Before Dispatch

Orders may be cancelled before dispatch by contacting our customer support team as soon as possible.

Once an order has been dispatched, cancellations will be handled in accordance with this Returns Policy and your statutory rights.

Contact Us

Questions

If you have any questions regarding returns or refunds, please contact us.

Email: info@peptex.co.uk