Returns & Refunds Policy

This policy explains when you can return an order placed with Premium UK Peptides, how refunds are handled, and what your statutory rights are under UK consumer law. It should be read alongside our Terms & Conditions and Shipping & Delivery pages.

1. Our Approach to Returns

All products sold by Premium UK Peptides are supplied strictly for laboratory and in-vitro research use. They are biological, temperature-sensitive research materials, not consumer goods intended for everyday personal use.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, Regulation 28(1)(b), goods that are liable to deteriorate or expire rapidly are exempt from the standard 14-day “change of mind” cancellation right that applies to most online purchases. Because our research peptides fall into this category once dispatched, we are unable to offer a change-of-mind return once an order has left our facility.

This does not affect your right to a return or refund where an item is faulty, damaged, or not as described — see Section 4 below.

2. What Can Be Returned

We will accept a return and issue a full refund or replacement in the following circumstances, provided you contact us within 14 days of delivery:

• The item arrived damaged, leaking, or with broken vial seals
• You received the wrong product or the wrong quantity
• The item is faulty or does not match its Certificate of Analysis (CoA)
• Your order failed to arrive within a reasonable time and is confirmed lost in transit

Where a physical return is required, the product must still be sealed, unopened, and unreconstituted, in its original packaging.

3. What Cannot Be Returned

For safety, sterility, and product-integrity reasons, we cannot accept returns or offer refunds for:

• Any vial or product that has been opened, reconstituted, or used
• Items returned without prior authorisation (see Section 5)
• Orders reported more than 14 days after the delivery date
• Change-of-mind requests once an order has been dispatched
• Parcels seized, rejected, or destroyed by customs authorities — customers are responsible for checking that ordering research peptides is lawful in their delivery location before purchasing

4. Your Statutory Rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015. If a product you receive is faulty, not fit for purpose, or does not match its description, you remain entitled to a repair, replacement, or refund as set out in that legislation, regardless of the research-use exemption described in Section 1.

5. How to Request a Return

To request a return or refund:

1. Contact us within 14 days of delivery at info@premiumukpeptides.co.uk with your order number, the product(s) affected, and a description or photo of the issue.
2. We will review your request and, where approved, issue a Return Merchandise Authorisation (RMA) number along with return instructions.
3. Pack the item securely with the RMA number clearly marked, and send it to the return address we provide. Please do not send items back without an RMA, as they may not be processed.

6. Refunds

Once a return is received and inspected, we will email you to confirm whether the refund has been approved. Approved refunds are issued to your original payment method, typically within 3–5 working days. Where a fault is confirmed without requiring the item to be physically returned (for example, visible transit damage), we may process the refund or replacement directly.

Original shipping costs are non-refundable except where the return is due to our error (wrong item, faulty product, or damage in transit).

7. Order Cancellations Before Dispatch

If you wish to cancel an order, contact us as soon as possible at info@premiumukpeptides.co.uk. We can usually cancel and fully refund orders that have not yet been dispatched. Once an order has been dispatched, the return terms in Sections 1–3 apply instead.

8. Contact Us

If you have any questions about this policy or an existing order, our customer care team is available Monday–Friday, 9am–5pm GMT:

Email: info@premiumukpeptides.co.uk