Refund & Return Policy

1. Summary

We do not accept returns once an order has left our controlled storage environment. We replace damaged or lost orders free of charge. We cancel orders free of charge before they dispatch.

2. Why we cannot accept returns

Peptify supplies research peptides that require controlled temperature and handling conditions. Once a product leaves our custody, we cannot verify the chain of storage, meaning we cannot responsibly resell or reuse returned products. This policy protects the integrity of every batch we sell.

This exclusion from the standard right to cancel distance contracts is made pursuant to regulation 28(1)(c) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (goods which are liable to deteriorate or expire rapidly) and, where the product is delivered in a sealed and tamper-evident vial, regulation 28(3) (sealed goods not suitable for return for health or hygiene reasons once unsealed after delivery). Nothing in this policy limits any non-excludable statutory right you may have — see Section 8 below.

3. Damage or loss in transit — free replacement

If your order arrives damaged, tampered with, or fails to arrive within 10 business days of dispatch, we will ship a free replacement, no questions asked. To claim:

• Email [email protected] within 48 hours of delivery (or of the expected delivery date for lost parcels).
• Include your order number and, for damaged items, clear photographs of the outer packaging and each affected vial.
• We will confirm receipt of your claim within 1 business day and dispatch a replacement within 1 further business day, subject to stock.

You are not required to return damaged product; please dispose of it safely in line with your local research-waste guidelines.

4. Pre-dispatch cancellation — full refund

Orders that have not yet been dispatched can be cancelled for a full refund. UK orders are dispatched same-day on orders placed before 2:00 PM, so cancellation requests must reach us before that cut-off.

To cancel, email [email protected] with your order number. Refunds are processed to the original payment method within 3 business days:

• Open Banking / bank transfer: refunded to the same account used to pay.
• Cryptocurrency: refunded in the same cryptocurrency, to a wallet address you provide. The refund amount is based on the exchange rate at the time the original payment was processed; we are not responsible for exchange-rate movements between payment and refund.

5. Wrong item, missing item, or item not as described

If we have made a mistake — you received the wrong peptide, a vial is missing, or the Certificate of Analysis does not match the physical product — email us within 7 days of delivery. We will correct the error at our cost, either by dispatching the correct item or issuing a full refund at your preference.

6. Excluded situations

We cannot offer a refund or replacement in the following circumstances:

• Change of mind after dispatch.
• Product damage caused by failure to store the product under the conditions specified in its Certificate of Analysis after delivery (for example, failing to refrigerate lyophilised peptides where the COA specifies refrigeration).
• Consequential losses arising from delayed delivery beyond our reasonable control (courier strike action, customs delays, force majeure).
• Orders refused at customs where the buyer is responsible for import compliance.

7. Chargebacks

If you believe there is a problem with an order, please contact us first. Initiating a chargeback or payment dispute before giving us the opportunity to resolve the issue will delay your resolution and may result in your order being blocked while the chargeback is investigated.

8. Your statutory rights

This policy sits alongside any statutory rights you have under UK consumer law. Nothing in this policy affects any right you have that cannot lawfully be excluded.

9. Contact

All refund and damage enquiries: [email protected]. We aim to reply within 4 hours during UK business hours (Mon–Fri, 9am–5pm GMT).