Refunds & returns

In brief

• If material fails to meet its certificate of analysis, we replace it or refund it in full.
• If material is damaged in transit or the carrier loses it, we replace it or refund it in full.
• If we send you the wrong item, we replace it and pay for its return.
• Unopened material that we supplied correctly may be returned within 14 days at your expense, on the conditions set out below.
• Opened vials cannot be returned, since we have no way of checking how they have been stored.

Material outside specification

If independent testing shows that material falls short of the specification on its certificate of analysis, send us the results together with the lot number. We will replace the material or refund it in full — whichever you prefer — and investigate the lot.

We treat this kind of claim more seriously than any other. A supplier whose documents don't stand up to scrutiny isn't worth buying from, so we want to be told.

Damaged or lost in transit

Take photos of the packaging and contents before throwing anything away, and contact us within seven days of the delivery date recorded by the carrier. We replace damaged material free of charge.

If a tracked parcel doesn't arrive, we start a trace with the carrier and replace or refund once it is complete. We don't expect you to chase the carrier yourself.

Incorrect item received

If the vial you receive isn't the product you ordered, let us know: we will send the right item and have the wrong one collected at our expense. Please leave the incorrect vial unopened.

If you change your mind

You may return unopened material in its original sealed packaging within 14 days of delivery, as long as you first contact us to obtain a return authorisation. You pay for return shipping, and the material must have been stored correctly in the meantime. Returns address: [TODO: client — returns address]. Please don't send anything back without an authorisation number.

We cannot accept returns of, or refund, opened vials. After a seal has been broken we cannot confirm the temperature history or sterility of the contents, and selling such material on to another laboratory could not be justified. This restriction protects what the next customer receives; it is not a way of avoiding refunds.

Custom fills, non-standard vial sizes and items specially sourced from outside the catalogue cannot be returned unless they are outside specification, damaged or supplied in error.

Because we sell only to professional and institutional buyers, the consumer right of withdrawal under Directive 2011/83/EU does not ordinarily apply. If mandatory consumer-protection law nonetheless applies to a purchase, this policy does not restrict those rights in any way.

Making a claim

Write to info@peptidemedixeu.com or use the contact form, giving your order reference, the lot number printed on the vial and, where useful, photographs. We aim to reply within one business day and to settle claims without drawn-out disputes.

Once approved, refunds are paid back via the original payment method — usually SEPA bank transfer — within 5–10 business days of our receiving the return or agreeing the claim.