Clear when things go wrong.

Our returns position

Pro-Peptides supplies specialist products intended exclusively for laboratory and research use.

Because product integrity, storage, handling, packaging and traceability are important to our supply process, we do not operate a general voluntary returns or exchange programme.

We will therefore not normally accept a discretionary return simply because a customer has changed their mind where we are legally entitled to refuse that return.

This does not affect any cancellation, refund, repair, replacement or other rights that you have under applicable law.

Change-of-mind returns

We do not offer an additional voluntary change-of-mind returns policy beyond any rights that apply to your purchase by law.

Certain categories of goods may be exempt from statutory cancellation rights in particular circumstances, including certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.

Where a statutory cancellation right does apply to an order, this policy does not remove or restrict that right.

If you wish to cancel an online order, contact us promptly so that we can determine the status of the order and the rights that apply.

Products damaged in transit

If your order arrives damaged, please contact us as soon as reasonably possible after discovering the damage.

Please retain the affected product, external parcel, shipping label and all internal packaging while we investigate.

We may request photographs showing the condition of the parcel and product. This helps us determine what has happened and, where appropriate, raise the matter with the delivery carrier.

Once the issue has been verified, we will provide the appropriate remedy in accordance with your legal rights.

Incorrect or missing products

If we have supplied a different product, quantity or variation from the one shown on your confirmed order, please contact us promptly.

Please do not open, alter or otherwise use an incorrectly supplied product where it is reasonably possible to avoid doing so.

We will check the order and fulfilment records and arrange the appropriate remedy where an error has occurred.

If an item is missing from a multi-item order, please retain the packaging while the matter is investigated.

Faulty or non-conforming products

Products supplied by Pro-Peptides must conform to the applicable contractual and statutory requirements.

If you believe a product is defective, materially different from its description, or otherwise does not conform to your order, please contact us with your order number and details of the problem.

We may need to investigate the product, relevant batch information, documentation and fulfilment records before determining the appropriate remedy.

Nothing in this policy excludes our responsibility for goods where liability cannot lawfully be excluded.

Information we may require

To investigate a problem efficiently, we may ask you to provide information relating to the order.

Requesting this information does not affect any statutory rights and is intended to help us investigate the issue efficiently.

Returning a product to us

Please contact us before sending any product back to Pro-Peptides.

Where a physical return is required, we will provide the appropriate return instructions and information needed to identify the order.

Products should not be sent to us without first contacting our team, as unsolicited parcels may be difficult to identify or process correctly.

Where the law requires us to bear the reasonable cost of returning defective or non-conforming goods, we will do so.

Refunds, replacements and other remedies

Where we confirm that a product was damaged in transit, incorrectly supplied, defective or otherwise fails to conform to the contract, we will provide the remedy required by applicable law.

Depending on the circumstances and the rights that apply, this may include a replacement, refund, price reduction or another appropriate remedy.

Where a refund is due, it will normally be issued using the original payment method unless another method is expressly agreed and legally appropriate.

The time taken for a completed refund to appear in your account can depend on the payment provider or financial institution involved.

Cancelling before dispatch

If you wish to cancel an order before it has been dispatched, please contact us immediately.

Orders can move into fulfilment quickly after payment is confirmed, so we cannot guarantee that we will be able to stop an order before dispatch.

Our operational ability to stop a parcel is separate from any statutory cancellation rights you may have.

Where a statutory cancellation right applies, it will be handled in accordance with applicable consumer law.

Your statutory rights

Nothing in this Returns & Refunds Policy is intended to exclude, restrict or replace rights that cannot lawfully be excluded under UK consumer law.

Where you purchase as a consumer, goods must meet the standards required by applicable consumer legislation, including requirements relating to description, satisfactory quality and fitness for purpose where applicable.

Your statutory rights exist independently of any voluntary returns policy offered by Pro-Peptides.

Research-use products

Products sold by Pro-Peptides are supplied exclusively for legitimate laboratory and research purposes and are not intended for human or veterinary use.

We cannot accept responsibility for deterioration, contamination, alteration or damage resulting from improper handling, inappropriate storage or use inconsistent with the product's stated research purpose after delivery.

This does not affect liability that cannot lawfully be excluded.

Contact us

If there is a problem with your order, contact Pro-Peptides through our contact page and include your order number and a clear description of the issue.

Providing photographs with your initial message where the parcel or product is visibly damaged can help us investigate more quickly.