Returns Policy

We want every order from PeptidesOnline to arrive correctly, securely packed and in the condition you would expect. If something has gone wrong with your order, please contact us as soon as possible so we can look into it.

Because our products are supplied for laboratory and research use, there are some circumstances where we cannot accept a product back once it has been dispatched or opened. This policy is mainly to protect product integrity and ensure that returned items cannot accidentally re-enter stock.

This page explains how we handle returns, damaged parcels, incorrect products and order cancellations.

Before Returning an Item

Please contact our team before sending anything back to us.

Do not return a parcel without contacting us first. We need to identify the order, understand the reason for the return and provide the appropriate return instructions.

When contacting us, please include your order number and a short explanation of the issue. Photographs may also be requested if an item has arrived damaged, leaking, broken or otherwise not in the expected condition.

This helps us address the problem without unnecessary delays.

Damaged Items

We take care when packing orders, but occasionally a parcel can be damaged while in transit.

If your order arrives damaged, please contact us promptly after delivery. Where possible, keep the original packaging and take clear photographs showing the parcel, shipping label and affected product.

Once we have reviewed the information, we will explain the available next steps. Depending on the circumstances, the process may involve a replacement, refund or another suitable resolution.

Please do not dispose of a damaged product or its packaging until we have confirmed that it is no longer required for the investigation.

Incorrect Products

If we have sent you a different product from the one shown on your order confirmation, please let us know.

Please do not open, use or otherwise alter the product. Keeping the item sealed makes it much easier for us to arrange the appropriate return or replacement.

We may ask for photographs of the product label and packaging so we can confirm what has been received.

Where the error is ours, we will work with you to correct it.

Unwanted Items and Change of Mind

If you change your mind about an order, contact us as soon as possible.

Whether an item can be returned will depend on its condition and whether accepting it back could affect product integrity or quality controls.

Products that have been opened, unsealed, used, reconstituted, improperly stored or otherwise handled in a way that means their condition can no longer be verified will not normally be accepted for return.

For the same reason, a returned research product that cannot be confidently verified as having remained under appropriate storage and handling conditions cannot simply be placed back into stock.

Nothing in this policy is intended to remove or restrict any statutory rights that apply to you under UK consumer law.

Cancelling an Order

If you need to cancel an order, contact us promptly.

We will try to stop the order before dispatch where possible. However, our fulfilment process can move quickly, so we cannot guarantee that a cancellation request received after an order has been placed will reach our dispatch team in time.

If the parcel has already left our facility, we will explain what options are available based on the order and products concerned.

Products We Cannot Accept Back

For quality and product-integrity reasons, we may be unable to accept a return where:

• the product has been opened or its seal has been broken;
• the product has been used or reconstituted;
• the original packaging is missing or significantly damaged;
• Storage conditions after delivery cannot be verified;
• the product has been altered, contaminated or incorrectly handled; or
• the return has been sent without prior agreement where return authorisation was required.

Each genuine problem with an order will still be considered individually.

Refunds

Where a refund has been agreed, it will normally be issued to the original payment method used for the purchase.

After we process the refund, the time taken for the funds to appear can vary depending on your bank, card provider or payment service.

Any applicable delivery or return costs will depend on the reason for the return and your statutory rights.

Lost or Missing Parcels

If tracking shows an unexpected delay or your parcel has not arrived within the expected delivery period, please contact us.

We may need to investigate the shipment with the delivery provider before determining the appropriate resolution. Please allow us a reasonable time to complete this process, particularly where the courier is carrying out its trace.

Contact Us About a Return

If there is a problem with your order, contacting us early is usually the quickest way to resolve it.

Please provide your order number, the email address used when placing the order and a clear description of the problem. If the issue concerns damage or an incorrect item, including photographs with your first message can help us deal with the request more quickly.

Our aim is straightforward: if something has genuinely gone wrong with your order, we want to understand what happened and provide an appropriate solution.