Damage on arrival
If a product arrives damaged, retain the order reference, the product label and the packaging, and contact our team. Describe the condition on arrival and provide photographs where available so the issue can be assessed.
Returns and refunds are available for damage on arrival. Ask the team to confirm the next steps before returning a parcel.
Purity below 99%
Returns and refunds are available if purity is below 99%. Keep the product and lot identifiers and the relevant analytical evidence available when contacting us. Match the reported result to the actual batch and method.
A purity percentage is not automatically an identity, sterility or peptide-content measurement. The team can discuss the evidence and claim process for your order.
Confirm the process for your order
Contact us with your order reference to confirm return authorisation, any documentation needed, the return address and the refund arrangements. Confirm timing, any return-postage arrangements and the refund method with the team for your order.
For any other return request, contact the team before sending material back.