At Primepeptide LABS, we aim to provide high-quality products and reliable service. If you are not satisfied with your purchase, please read our refund policy below:

1. Returns & Refunds

Due to the perishable and temperature-sensitive nature of our products, we only accept returns or issue refunds in the following circumstances:

• The item is damaged, defective, or incorrect upon delivery.

• The product does not match the description on our website.

We cannot issue refunds or replacements for:

• Orders sent to an incorrect or incomplete address provided by the customer.

• Situations involving change of mind, ordering in error, or finding a cheaper alternative.

Please contact us within 3 days of receiving your order to report any issues. Requests made after this period cannot be accepted.

2. Eligibility for Refund

To qualify for a refund or replacement:

• The product must be unused, unopened, and in its original packaging.

• You must provide proof of purchase.

• The return must be authorised in advance by our support team.

Once the returned item is received and inspected, we will notify you of approval or rejection. Approved refunds are typically processed within 5–10 business days.

Please note: transaction fees charged by our payment processor (e.g. Shopify, Worldpay) are non-refundable, as these costs are not reimbursed to us when a refund is issued.

3. Non-Refundable Items

We cannot accept returns or issue refunds for:

• Products that have been opened, used, or damaged after delivery.

• Any item returned more than 14 days after delivery.

• Goods that have deteriorated due to improper storage or handling after receipt.

Due to the perishable and heat-sensitive nature of our products, they are exempt from the standard 14-day cooling-off period under the Consumer Contracts Regulations 2013 (Regulation 28(1)(d)).

4. Shipping Costs

• Shipping costs are non-refundable.

• If a return is approved, the customer is responsible for return shipping unless the item was incorrect or damaged due to our error.

• We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items otherwise.

5. Order Cancellations

Once an order has been placed, it is processed promptly to maintain product integrity and temperature control.
Because our products are perishable and heat-sensitive, they are exempt from the 14-day cooling-off period under the Consumer Contracts Regulations 2013 (Regulation 28(1)(d)).

If you wish to cancel an order before it has been packed or dispatched, we may, at our discretion, issue a refund subject to the following terms:

• A 5% processing fee will be deducted from the refund total to cover non-refundable payment processing and administrative costs.

• If the order has already been packed, labelled, or dispatched, no cancellation or refund can be offered.

• Cancellations must be requested in writing via email as soon as possible after placing the order.

We reserve the right to refuse cancellation requests that fall outside these conditions.

6. Important Notes

All products are sold for laboratory research purposes only and not for human consumption.
We reserve the right to refuse refunds or replacements if there is evidence of misuse, misrepresentation, or violation of our terms of sale.

7. Contact Us

If you believe your product is damaged, incorrect, or defective, please contact us within 3 days of delivery.
Include your order number, photos of the item, and a brief description of the issue.