Returns & Order Issues

Damaged Products

If a product arrives damaged, do not use it for research.

Please:

• Retain the product and all packaging.
• Take clear photographs of the external packaging, internal packaging and affected product.
• Record the product and batch/lot information shown on the product or packaging.
• Contact Peptissima through our Contact page as soon as reasonably possible.

Please include your order number and photographs when submitting your enquiry. We will review the information provided and advise you of the appropriate next steps.

Contact Peptissima

Incorrect Products

If the product received does not match your order, please contact Peptissima promptly.

Do not open, unseal or otherwise use the incorrectly supplied product.

Provide:

• Your order number
• Product received
• Product ordered
• Batch/lot number where applicable
• Clear photographs of the item and packaging

Once reviewed, we will arrange the appropriate resolution.

Missing Items

If you believe an item is missing from your delivery, contact Peptissima promptly with your order number and details of the missing product.

We may ask for photographs of the parcel, packaging and products received to assist with our investigation.

Product Integrity & Returns

Research products can be sensitive to handling, packaging and storage conditions. Once a product has been opened, unsealed or stored outside its specified conditions, Peptissima may be unable to verify its integrity.

For this reason, products may not be eligible for return once their seal has been broken or appropriate storage conditions can no longer be established, except where applicable law provides otherwise.

Change-of-Mind Returns

Eligibility for a change-of-mind return will depend on the nature of the product, its condition and applicable consumer law.

Products must not be opened, unsealed, used or otherwise handled in a manner that compromises their integrity.

Customers wishing to request a return should contact Peptissima before sending any product back. Do not return products without receiving return instructions from Peptissima.

Documentation Queries

A documentation enquiry does not normally require a physical product return.

If your query concerns:

• Certificate of Analysis
• Batch documentation
• Product identification
• Batch matching
• Manufacturer information

Please contact Peptissima and provide the relevant product, batch and order information. We will assist in locating available documentation where applicable.

Quality & documentation

Return Authorisation

Products should not be sent back to Peptissima without prior return instructions.

If a return is accepted, customers will be provided with the appropriate return information and any relevant packaging or handling requirements.

This protects product integrity and allows returned items to be correctly identified.

Refunds

Where a refund is approved, it will be processed using the applicable refund procedure and, where appropriate, returned to the original payment method.

Refunds are processed within 5–7 working days of approval. Processing times after that may vary depending on the payment provider.

Return Shipping

Responsibility for return shipping will depend upon the reason for the return and the circumstances of the order.

Where Peptissima has supplied an incorrect item or an accepted issue exists with the goods, the applicable return arrangements will be communicated directly to the customer.

Statutory Rights

Nothing within this Returns Policy is intended to exclude, restrict or affect any rights available to customers under applicable law.

Where statutory rights apply, they take precedence over any conflicting provision within this policy.