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How it works
01 — Contact us
Email shop@mrpeptide.eu and include your order number and a short description of the problem.
Please contact us as soon as reasonably possible after discovering the issue.
02 — Show us what happened
To help us resolve the issue quickly, attach clear photographs of:
the affected product;
its label and batch number;
the complete contents of the shipment;
the internal and external packaging;
the shipping label.
For a missing or delayed shipment, send us your order number and tracking information instead.
03 — WE REVIEW THE ISSUE
Our team will review the information and, where necessary, contact the fulfilment partner or delivery company.
Most straightforward claims can be resolved from the photographs provided. In some cases, we may request additional information or ask for the product to be returned.
04 — REPLACEMENT OR REFUND
For a verified fulfillment, product or delivery issue, our preferred solution is to send a replacement at no additional cost.
If a suitable replacement is unavailable or would not resolve the issue, we may issue a refund to the original payment method.
WHAT CAN WE HELP WITH?
DAMAGED PRODUCT
If a vial arrives broken, leaking or with a compromised seal, do not use it. Keep the product and packaging and contact us with photographs.
INCORRECT PRODUCT
If you receive a different product from the one ordered, leave it unopened and send us a photograph of the label and shipment contents.
MISSING ITEM
Some orders may arrive in separate shipments. Check all tracking numbers first. If an item is still missing, contact us and we will investigate it.
LOST OR DELAYED SHIPMENT
If tracking has stopped updating or the shipment appears to be lost, we will contact the carrier. Once the loss has been confirmed, we will arrange a replacement or refund.
QUALITY CONCERN
If you believe there is a genuine issue with a product, contact us before opening, reconstituting, testing or disposing of it whenever possible. Include the product name, batch number, photographs and a clear explanation of the concern.
CHANGED YOUR MIND?
Eligible consumers may return unopened and unused products within 14 days after delivery, subject to applicable consumer law.
Returned products must remain:
sealed;
unopened;
unused;
undamaged;
complete;
appropriately stored.
Contact us before sending anything back. We will provide the correct return address and instructions.
Customers are normally responsible for the cost of a change-of-mind return. Opened, punctured, reconstituted or otherwise used products cannot normally be returned due to product-integrity, contamination and hygiene considerations.
Your statutory rights concerning defective, damaged or incorrectly supplied products remain unaffected.
BEFORE CONTACTING US
Please have the following ready:
order number;
email address used for the order;
product name;
batch number, if available;
photographs of the issue;
tracking number for delivery-related problems.
Do not discard the product or packaging until our team confirms that it is no longer required. For complete conditions, eligibility requirements and legal information, please read our Returns and Refunds Policy.