Policy
Refunds & returns
Research reagents are temperature-sensitive and single-integrity, which shapes what can and cannot be returned. Here is exactly where we stand.
The short version
- Material that does not meet its certificate of analysis is replaced or refunded in full.
- Material damaged in transit or lost by the carrier is replaced or refunded in full.
- If we send the wrong item, we replace it and cover return shipping.
- Unopened, correctly supplied material can be returned within 14 days at your cost, subject to the conditions below.
- Opened vials cannot be returned, because we cannot verify the storage conditions they have been through.
Off-specification material
If independent analysis shows material does not meet the specification on its certificate of analysis, send us the results and the lot number. We will replace the material or refund it in full, at your choice, and we will investigate the lot.
This is the claim we take most seriously. A supplier whose documentation does not hold up is not worth buying from, so we would rather know.
Damaged or lost in transit
Photograph the package and contents before disposing of anything, and contact us within seven days of the carrier's recorded delivery date. Damaged material is replaced at no cost.
If a tracked shipment does not arrive, we open a trace with the carrier and replace or refund once it concludes. You are not expected to chase the carrier yourself.
Wrong item sent
If the vial you received is not the product on the order, tell us and we will send the correct item and arrange collection of the incorrect one at our cost. Please do not open the incorrect vial.
Change of mind
Unopened material in its original sealed packaging may be returned within 14 days of delivery, provided you contact us first for a return authorisation. Return shipping is at your cost and the material must have been stored correctly in the interim.
Opened vials cannot be returned or refunded. Once a seal is broken we have no way to verify the temperature history or sterility of the contents, and reselling such material to another laboratory would be indefensible. This limitation is about the integrity of what the next customer receives, not about avoiding refunds.
Custom fills, custom vial sizes and specially sourced off-catalog items are non-returnable except where they are off-specification, damaged or wrongly supplied.
How to raise a claim
Email info@peptide-medix.com or use thecontact form with your order reference, the lot number on the vial, and photographs where relevant. We aim to respond within one business day, and to resolve claims without a protracted argument.
Approved refunds are issued to the original payment method within 5–10 business days of the return being received or the claim being agreed.