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Continue ShoppingReturns & Refunds Policy
We want every MRPEPTIDE order to arrive complete, secure and in the expected condition.
If a product arrives damaged, incorrect, incomplete or otherwise affected by a genuine fulfilment or delivery issue, contact us at shop@mrpeptide.eu. Once the issue has been verified, our preferred solution is to send a replacement at no additional cost.
If a replacement is unavailable or would not provide an appropriate solution, we may offer a refund instead.
This Returns and Refunds Policy forms part of our Terms of Use. Nothing in this Policy limits any mandatory consumer rights available under applicable law.
QUICK OVERVIEW
Damaged, incorrect or missing product: free replacement or appropriate refund after verification.
Lost shipment: replacement or refund after the carrier investigation.
Change of mind: eligible sealed and unused products may be returned within the applicable withdrawal period.
Opened or used product: normally cannot be returned unless it was defective or mandatory law provides otherwise.
Refund method: original payment method.
Contact: shop@mrpeptide.eu.
1. Damaged products
If a product arrives physically damaged, leaking, broken or with a compromised seal, contact us as soon as reasonably possible.
Please include:
your order number;
the name of the affected product;
a short description of the problem;
clear photographs of the product;
photographs of the label and batch number;
photographs of the internal and external packaging.
Do not use or discard the affected product or packaging until our support team confirms that it is no longer required.
Once the issue has been verified, we will normally:
send a replacement at no additional cost; or
issue a refund if an appropriate replacement is unavailable.
We may request that the affected product be returned. Where a verified defect or delivery damage is involved, we will provide instructions and cover reasonable return costs where required.
2. Incorrect products
If you receive a product different from the one shown in your order confirmation, contact us and provide:
your order number;
a photograph of the product received;
a photograph showing its label;
a photograph of the complete contents of the shipment.
We will normally arrange a free replacement. We may also provide a prepaid return method or ask you to retain the incorrectly supplied product until further instructions are provided.
Do not open or use an incorrectly supplied product.
3. Missing products
If an item appears to be missing from your order, first check:
whether the order was divided into multiple shipments;
all available tracking numbers;
the complete shipping packaging and protective materials.
If the product is still missing, contact us with photographs of:
everything received in the shipment;
the internal packaging;
the external package;
the shipping label.
After verification, we will normally dispatch the missing product at no additional cost or provide an appropriate refund.
4. Lost shipments
A shipment may be considered lost when the carrier confirms the loss or when tracking shows no meaningful movement for an unreasonable period.
Before providing a replacement or refund, we may need to:
confirm the delivery address;
review tracking information;
contact the carrier;
wait for the carrier’s investigation;
request a signed non-receipt confirmation.
If the shipment is confirmed as lost, we will normally offer either:
a free replacement shipment; or
a refund to the original payment method.
A shipment marked as delivered will be reviewed individually. We may request confirmation from the carrier, delivery photographs or additional information from the customer.
5. Delivery to an incorrect address
Customers are responsible for providing a complete and accurate delivery address.
If you notice an error, contact us immediately. We will attempt to update the address, but changes cannot be guaranteed after an order has entered fulfilment or been dispatched.
If an order is lost, returned or delivered incorrectly because the customer supplied an incomplete or inaccurate address, additional delivery costs may apply. A refund may be reduced by unrecoverable delivery or return costs where permitted by law.
This does not apply where the address was entered correctly by the customer but processed incorrectly by us or our delivery partner.
6. Temperature during transport
Unopened lyophilised products are generally more stable during short-term transport than reconstituted products. Exposure to normal ambient transport temperatures does not automatically mean that a sealed lyophilised product has been damaged.
However, if your shipment was exposed to clearly abnormal conditions, prolonged delay or visible heat damage, contact us before using or opening the product.
We will review:
the product involved;
the length of the delay;
available tracking information;
weather or temperature conditions where relevant;
the condition of the packaging;
applicable product stability information.
Each temperature-related claim is assessed individually.
7. Product-quality concerns
If you believe a product has a genuine quality issue, contact us before opening, reconstituting, testing or disposing of it whenever possible.
Please provide:
your order number;
product name;
batch or lot number;
photographs of the vial and label;
a clear description of the concern;
relevant storage information;
any supporting analytical information available.
We may request the return of the affected product for inspection or testing.
A Certificate of Analysis relates to the identified batch and analytical parameters stated in that document. A refund or replacement is not automatically available because a product did not produce an expected research outcome or was used outside its stated specifications.
Nothing in this section limits rights relating to a product that is genuinely defective or does not conform to the sales contract.
8. Change-of-mind returns
Where mandatory consumer law applies, eligible consumers may withdraw from an online purchase within 14 days after receiving the goods without providing a reason.
To exercise this right, email shop@mrpeptide.eu before the withdrawal period expires. Include your order number and a clear statement that you wish to withdraw from the purchase.
Products returned because of a change of mind must be:
unopened;
unused;
sealed;
undamaged;
complete;
stored appropriately;
returned in their original packaging where reasonably possible.
You are normally responsible for the direct cost of returning a change-of-mind purchase unless we agree otherwise or applicable law requires us to cover it.
You may handle the product only to the extent reasonably necessary to confirm its identity, characteristics and condition. You may be responsible for diminished value caused by unnecessary handling.
9. Opened, unsealed or used products
Due to product integrity, contamination, health-protection and hygiene considerations, we cannot normally place opened, punctured, reconstituted or otherwise used products back into inventory.
Where permitted by applicable law, the right of withdrawal may not apply to sealed products that are unsuitable for return for health-protection or hygiene reasons after the seal has been removed or compromised.
This restriction does not remove mandatory rights where a product was defective, damaged, incorrectly supplied or otherwise non-conforming at delivery.
Contact us before returning any opened or potentially defective product.
10. Non-returnable situations
Subject to mandatory applicable law, we may decline a return, replacement or refund where:
the product was damaged after delivery;
storage instructions were not followed;
the product was mishandled, contaminated or improperly reconstituted;
the product was used for a prohibited or unauthorised purpose;
the product was opened and no defect or fulfilment error is present;
the complaint is based solely on an unsupported expected research outcome;
the product was purchased from an unauthorised third-party seller;
the batch number or product identity cannot be verified;
the claim contains materially false or misleading information;
the customer refuses to provide information reasonably required to investigate the claim.
We do not offer refunds or replacements for products used on or administered to humans or animals.
11. Return authorisation
Contact us before sending anything back.
Do not return products to our corporate mailing address unless our support team expressly instructs you to do so. Returns may need to be sent to a designated processing facility.
Unauthorised returns may be delayed, refused or sent back to the customer.
When a return is approved, we will provide:
the return address;
packaging instructions;
any required return reference;
information about responsibility for return costs.
We recommend using a tracked delivery service and retaining proof of shipment.
12. Refunds
After approving a refund, we will return the applicable amount to the original payment method.
Where a consumer exercises a valid right of withdrawal, we will process the refund within the period required by applicable law. We may withhold reimbursement until:
the returned goods have been received; or
the customer provides evidence that the goods were sent back,
whichever occurs first.
For an eligible withdrawal, the original standard delivery charge will be refunded where required by law. Any additional cost resulting from the selection of express or premium delivery may not be refundable.
Banks and payment providers may require additional processing time before the refunded amount appears in your account. Currency-conversion differences or external bank fees are outside our control.
13. Replacements
Verified replacements are normally sent using standard tracked delivery without an additional product or shipping charge.
We generally provide one replacement for each verified affected item. If the replacement is also defective, damaged or incorrectly supplied, your mandatory rights remain unaffected and we will review the matter again.
Replacement products are subject to stock availability. If the original item is unavailable, we may offer:
a suitable equivalent with your agreement;
account credit with your agreement;
a refund.
We will not substitute a product without your consent.
14. Cancelling or changing an order
Contact shop@mrpeptide.eu immediately if you need to cancel or modify an order.
We will try to assist, but cancellation or modification cannot be guaranteed after the order has entered fulfillment or been dispatched.
If the order has already been dispatched, the applicable return or withdrawal process must normally be followed.
15. Fair-use and fraud prevention
Our customer-oriented replacement policy is intended to resolve genuine problems quickly and fairly.
To protect customers and prevent abuse, we may:
request photographs or additional documentation;
check delivery and account history;
obtain information from the carrier;
require the return of an affected product;
request a signed declaration;
limit immediate replacement while a claim is investigated;
refuse claims containing false, altered or inconsistent information;
suspend accounts associated with repeated fraudulent claims or chargeback abuse.
Repeated claims do not automatically mean that a request will be refused. Each case will be assessed using the available evidence.
These measures do not limit mandatory consumer rights.
16. Chargebacks and payment disputes
If there is a problem with your order, contact shop@mrpeptide.eu before initiating a payment dispute. Our support team will attempt to resolve the issue directly.
Submitting a knowingly false, duplicated or misleading chargeback may result in account restriction and recovery action where permitted by law.
This does not prevent you from exercising legitimate rights through your payment provider.
17. Wholesale and business orders
Wholesale, custom and business-to-business orders may be subject to separate written terms, minimum quantities and return conditions.
Mandatory consumer withdrawal rights generally do not apply to purchases made wholly for business or professional purposes.
Where a separate wholesale agreement exists, that agreement takes precedence for the relevant order.
18. Statutory rights
Nothing in this Policy excludes or limits rights that cannot lawfully be excluded.
Depending on your location, these may include rights relating to:
defective products;
products that do not match their description;
damaged or incorrectly supplied goods;
undelivered orders;
statutory conformity guarantees;
withdrawal from eligible distance contracts.
Where this Policy provides less protection than mandatory applicable law, the mandatory law will apply.