Contact us
For cancellations, returns or problems with an order, email support@biopeptuk.com with your order number and relevant details.
Please contact us before sending goods back so we can provide the correct return address and appropriate handling instructions. This does not make your statutory cancellation rights dependent on our approval.
Cancelling a consumer order
If you purchase as a consumer, you normally have the right to cancel an online order without giving a reason.
You must notify us within 14 days after the day you receive your goods. You then have a further 14 days to return them after notifying us.
You can cancel by emailing support@biopeptuk.com with a clear statement that you wish to cancel and enough information to identify your order.
Where a statutory cancellation exception applies to a particular product, we will explain it before purchase. Exceptions do not remove your rights concerning faulty or incorrectly described goods.
Returning goods
Please package returned goods securely, retaining their original packaging where possible. Avoid opening seals or handling research materials beyond what is necessary to inspect the goods.
For change-of-mind cancellations, you are responsible for the direct return cost, provided we informed you of this before purchase.
We may deduct an amount for reduced value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning, where permitted by law.
Keep proof of posting. Please do not send goods to the manufacturer or return damaged or leaking containers without first obtaining appropriate handling instructions.
Faulty, damaged or incorrect goods
If your order arrives damaged, contains the wrong product or does not match its description, email support@biopeptuk.com with your order number and details of the issue. Photographs can help us investigate where available.
For consumer purchases, you normally have a 30-day right to reject faulty or misdescribed goods, subject to applicable legal exceptions. Further rights may apply after that period.
Where goods are faulty, damaged on delivery or incorrectly supplied, we will cover reasonable return costs and provide the remedy required by law.
Refunds
For eligible consumer cancellations, we will refund you within 14 days of receiving the returned goods or receiving evidence that you have sent them back, whichever is earlier.
When you cancel an entire order, we will also refund the standard outbound delivery charge. Any additional amount paid for premium delivery is not refundable under the statutory cancellation right.
Refunds will use the original payment method unless you expressly agree otherwise, without a refund fee.
For faulty goods, refunds will be made within the applicable statutory timeframe. Your payment provider may take additional time to display the funds in your account.
Business purchases
The consumer cancellation provisions above do not apply to purchases made wholly or mainly for business purposes. Business returns are governed by the agreed terms of sale and applicable law.
Your legal rights
This policy does not exclude or restrict statutory rights. Consumer rights also apply to discounted or sale items.