Return and Refund Policy
Return and Refund Policy
Right of Withdrawal and Return Policy
As a consumer, when making an online purchase you are in principle entitled to a statutory cooling-off period of 14 days from receipt of your order (the right of withdrawal). However, certain statutory exceptions apply to this right that are relevant to our products. Our products are peptides intended exclusively for research purposes, which are delivered sealed and are sensitive to storage conditions such as temperature.
Products shipped under refrigeration
Part of our range must be shipped and stored under refrigeration. This is indicated on the product page and/or at checkout. For these products, returns or refunds are not possible after shipment, even if the seal remains intact. The cold chain cannot be guaranteed during a return shipment, which means the product may degrade or deteriorate and its safety and quality can no longer be assured. Pursuant to Article 6:230p of the Dutch Civil Code, the right of withdrawal is excluded for products that are liable to deteriorate or expire rapidly.
Other products
Pursuant to Article 6:230p of the Dutch Civil Code, the right of withdrawal is also excluded for products that are not suitable for return due to health protection or hygiene reasons and whose seal has been broken after delivery. In practice, this means the following:
- Unopened, sealed products: non-refrigerated products may be returned within 14 days of receipt, provided the seal is intact and undamaged and the product is in its original, unopened packaging. Please notify us of your return in advance at support@mypeptideslab.com.
- Opened products or products with a broken seal: these cannot be returned or refunded for health protection and hygiene reasons. After delivery, we are unable to verify whether the product has been stored correctly, meaning its safety and quality can no longer be guaranteed.
The cost of returning an approved return shipment is at the customer's expense, unless the product arrived defective or damaged.
Defective or Damaged Products
Did your order arrive defective or damaged? Please contact us within 48 hours of receipt at support@mypeptideslab.com, quoting your order number and including clear photographs. After assessment, we will offer an appropriate solution: a replacement product or a full refund.
Submitting a Return
Is your order eligible for a return? Please follow these steps:
- Send an email to support@mypeptideslab.com within 14 days of receipt, quoting your order number and the reason for the return.
- Wait for our confirmation and return instructions. Do not send products back before the return has been approved.
- Ship the unopened, sealed product in its original packaging to the return address provided by us.
Refund Policy
- Before shipment: you may cancel your order free of charge as long as it has not yet been shipped. Please contact our customer service as soon as possible. You will receive a full refund.
- After shipment: once your order has been shipped, it can no longer be cancelled or refunded, except in the cases mentioned above (an unopened, sealed return of a non-refrigerated product within the cooling-off period, or a defective/damaged product).
Approved refunds will be processed within 14 days via the same payment method used at the time of purchase. No charges will be applied for this.
Contact
Do you have questions about our return or refund policy? Our customer service team will be happy to assist you.
- Email: support@mypeptideslab.com
- Phone: +31 6 85315781
