Customer Assurance
Returns & Refunds Policy
Clear, honest terms for refunds, cancellations, and defective goods — written for the UK research community we serve.
Research-use products are non-returnable
Because our peptides are research reagents supplied in tamper-evident vials, we cannot accept returns of opened, reconstituted, or unsealed items on health, safety, and integrity grounds.
Damaged or defective on arrival
If your parcel arrives with broken vials, missing items, or an incorrect product, contact us within 48 hours of delivery with photographs. We will arrange a replacement or full refund.
Report issues within 14 days of dispatch
Claims for lost, damaged, or incorrect orders must be raised within 14 calendar days of dispatch. Claims after this window may not be eligible.
Refunds to original payment method
Approved refunds are issued to the original card or payment method used at checkout. Please allow 5–10 working days for the funds to appear.
Store credit as an alternative
Where appropriate, you may choose store credit in lieu of a refund. Store credit is issued for the full item value and never expires.
UK addresses
Our returns and refund process is designed for UK delivery addresses. International cases are handled individually — please contact us before returning anything.
Order cancellation before dispatch
If your order has not yet been dispatched, email us as soon as possible and we will cancel and refund it in full. Orders already handed to the carrier cannot be cancelled.
Change of mind
As research reagents cannot be resold once released to a customer, we cannot accept change-of-mind returns on unopened stock. Please review your basket carefully before checkout.
How to request a refund
- 1
Email hello@professorpeptide.co.uk within 14 days of dispatch with your order number.
- 2
Briefly describe the issue: damaged on arrival, incorrect item, missing item, or cancellation request.
- 3
For damage or defects, attach clear photos of the outer packaging and affected vials (taken within 48 hours of delivery).
- 4
Our team reviews the claim within 1–2 working days and confirms the outcome — refund, replacement, or store credit.
- 5
Approved refunds are issued to your original payment method. Please allow 5–10 working days for funds to appear.
Frequently asked questions
Can I return a peptide if I no longer need it?
Unfortunately no. As research reagents in tamper-evident vials, our peptides cannot be resold once dispatched, so change-of-mind returns are not accepted.
What if my order arrives damaged?
Contact hello@professorpeptide.co.uk within 48 hours of delivery with photographs of the outer packaging and affected vials. We will arrange a replacement or full refund at our expense.
How long do refunds take?
Once approved, refunds are issued to your original payment method within 1–2 working days. Depending on your bank, funds may take a further 5–10 working days to appear.
Can I cancel my order?
Yes — if your order has not yet been dispatched. Email us as quickly as possible and we will cancel and refund in full. Once handed to the carrier, the reship policy applies instead.
What is the difference between refunds and the reship guarantee?
Our Free Reship Guarantee replaces UK parcels lost, seized, or damaged in transit. This Returns & Refunds policy governs monetary refunds, cancellations, and defective goods.
Looking for our transit guarantee instead? Read the Free Reship Guarantee.
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