Our approach
We want you to receive exactly what you ordered, in good condition. If something is wrong with your order, tell us and we will put it right. Because we sell research chemicals, some limits apply — please read the whole page before requesting a return.
Damaged, incorrect or missing items
If an item arrives broken, is not what you ordered, or is missing from the parcel, email admin@peptides21.com within 7 days of delivery, with your order number and a photo of the item and packaging. We will send a replacement or issue a full refund, including shipping, at your choice. You will not be asked to pay to return a damaged item.
Unopened items — 30 days
You may return unopened, unused products in their original sealed packaging within 30 days of delivery. Contact us first for a return authorisation; returns sent without one cannot be matched to your order. You pay the return shipping. Once we receive and inspect the items we refund the purchase price to your original payment method, normally within 5–10 business days of receipt.
What we cannot accept back
For safety and integrity reasons we cannot resell research material once its seal is broken or its cold chain and handling are outside our control. We therefore cannot accept returns of:
- vials that have been opened, punctured, reconstituted or used;
- items with a damaged, removed or tampered-with seal or label;
- items returned more than 30 days after delivery;
- items damaged after delivery by improper storage or handling;
- bacteriostatic water, syringes and other consumables once opened.
This does not affect your rights where an item was faulty or misdescribed when it reached you.
Bundles
A bundle is refunded as a whole. If part of a bundle has been opened, the bundle is no longer returnable, though we will of course replace any single item that arrived damaged.
Cancelling an order
If your order has not yet been dispatched, email us and we will cancel it and refund you in full. Once a parcel is with the carrier it has to be handled as a return.
Refund method and timing
Refunds go back to the card or payment method used for the order — we cannot refund to a different one. After we issue a refund, your bank usually shows it within 5–10 business days.
Contact
To start a return or ask a question: admin@peptides21.com. Please include your order number.