Overview
Prime Peptides UK is dedicated to offering quality products and reliable customer support. In the event that you encounter any problem with your order, we highly recommend that you reach out to us as soon as possible for us to look into and find a solution.
Because peptide research materials are special, our refund policy for these items is not the same as for regular retail products. Once we ship the products, uncontrolled environmental exposure may render them non-returnable or non-exchangeable, they might not be returnable or exchangeable due to uncontrolled environmental exposure.
This policy outlines our order refund terms and the circumstances under which returns, replacements, or refunds may be considered.
Eligibility for Returns
Returns may be considered where:
- You receive an incorrect product.
- Your order arrives damaged during transit.
- The product received does not match your confirmed order.
- A product is found to have a verified quality issue following assessment.
If you believe there is a problem with your order, please contact us as soon as reasonably possible after delivery. To help us investigate, please provide:
- Your order number
- A description of the issue
- Clear photographs of the product and packaging, where applicable
Returns must not be sent without prior approval from Prime Peptides UK. We will advise you if a return is required and provide further instructions.
Non-Returnable Conditions
Our returns policy for peptides does not cover:
- Change-of-mind purchases
- Products that have been opened, used, or altered
- Products that have been stored or handled contrary to the recommended conditions after delivery
- Orders where the incorrect product was selected by the customer
Because research materials require appropriate storage and handling to maintain their integrity, products that have left our distribution process cannot generally be accepted for return unless authorised after assessment.
Refund Process
After you submit your query, our representatives will analyse the information and, if necessary, investigate using batch files and documents.
In case more information is needed, we will reach out to you during the assessment procedure.
Should you receive a refund approval, it will usually be transferred via the initial payment method. The processing time may differ depending on your payment provider/bank. Each case is considered individually to ensure a fair outcome based on the specific circumstances.
Replacement Policy
In case there has been a problem with the order and the issue is verified; Prime Peptides UK will give a replacement product where appropriate and subject to stock availability.
If a replacement product is not possible, then Prime Peptides UK will offer you a refund or some other solution depending on the circumstances. The outcome will depend on the nature of the issue and the findings of our assessment.
Shipping Responsibility
In case an authorisation for the return has been given by us because of an incorrect or damaged item, Prime Peptides UK will give customers guidance about the correct return procedure.
Customers should not return products without prior authorisation. Unauthorised returns may not be accepted.
UKConsumer Law
Nothing in this policy excludes, restricts, or modifies any rights or remedies available under the UKConsumer Law. Where applicable, eligible customers may be entitled to a repair, replacement, or refund in accordance with their statutory consumer guarantees.
Contact Support
In case you have any queries regarding the Returns and Refund Policy or need help with your order, feel free to contact the Prime Peptides UK support team through our Contact Us page. We will look into your query at the earliest and try to resolve it in the most reasonable manner possible.
The products offered by Prime Peptides UK are for laboratory research use only.