Returns {{H1}}amp; refunds
When we reship, when we refund, and what we cannot take back once a temperature-controlled seal is broken.
Last updated 22 September 2026
What this covers
These are the circumstances in which we replace or refund material supplied for in-vitro laboratory research. Because the goods are temperature-controlled and supplied to a specification, some of the usual return rights fall away once a seal is broken.
Damaged or lost in transit
If a parcel does not arrive, or arrives damaged, we reship at no charge. Tell us within 7 days of the delivery date, or of the expected delivery date if nothing arrived, and include:
- your order number;
- photographs of the outer box, the inner pouch and the seals, taken before further opening;
- a short description of the problem.
We will arrange the reship once we have those. We may ask you to hold the original packaging while a carrier claim is open.
Wrong item supplied
If what arrived does not match your order, contact us within 7 days with your order number and a photograph of the vial label. We will send the correct item and cover the return of the wrong one.
Off-specification material
Every lot is released against an independent assay. If you believe material does not meet the specification on its Certificate of Analysis, contact us with the lot number and your own analytical result. Where a discrepancy is confirmed we will replace the lot or refund it in full.
Unopened items
Sealed, unopened items in their original packaging may be returned within 14 days of delivery for a refund of the item price. Return postage is the purchaser{{BODY}}rsquo;s responsibility unless the return is our error. Once returned, the material cannot be resold, so please be certain before ordering.
What we cannot accept back
- Items whose seal has been broken, or which have been opened, reconstituted or otherwise used.
- Items that have been stored outside the conditions stated on the Certificate of Analysis.
- Items returned without prior contact, as we cannot verify the cold chain.
Refund timing
Approved refunds are issued to the original payment method within 14 days of us receiving the returned item, or of us confirming a claim where no return is needed. Your bank may take a few further days to show it.
How to start
Email hello@mypeptides.co.uk with your order number and what went wrong. Please do not send anything back before we have replied.