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Complaints process

At PeptidesOnline.com we endeavor to be transparent, trustworthy and easy in all aspects of our service. If you have a problem with an order, delivery, product information or your experience with our website, please tell us. We take complaints seriously and use the information we get from them to help us identify problems and improve our service.

How to File a Complaint

If you have a complaint, please do contact our customer support team, using the contact details on our website.

To help us look into the matter without unnecessary delays, please include:

  • Your name and contact details
  • Your order number, where relevant
  • A clear description of the problem
  • The date the issue occurred
  • Photographs or supporting information, if applicable
  • What you would like us to review or resolve

Please avoid including information that is not relevant to your complaint.

What Happens Next?

Once we receive your complaint, a member of our team will review the information provided. We may contact you if we need further details before we can properly investigate the matter.

We aim to acknowledge complaints promptly and provide a response within a reasonable timeframe. Some issues can be resolved quickly, while others may require us to check order records, courier information, batch documentation or other relevant details.

If additional time is needed, we will let you know.

Product and Quality Complaints

If your complaint concerns a research product, please provide the product name and batch number shown on the vial or packaging. Where relevant, we may also ask for photographs so that we can verify the issue against our batch and quality records.

Our products are supplied strictly for research use only and are not intended for human consumption, medical treatment or diagnostic use.

If You Are Not Satisfied

If you feel that your complaint has not been properly addressed, you can ask us to review the matter again. Where possible, the complaint will be looked at by another member of the team.

We keep appropriate records of complaints so recurring issues can be identified and addressed.

For general enquiries that are not complaints, please consider using our regular contact channels.