Refund Policy

We want you to be happy with your purchase. This policy explains how cancellations, returns and refunds work when you buy from peptidespens.co.uk. Please read it alongside our terms of sale.

1. Overview

If something is not right with your order, get in touch and we will do our best to put it right. Most issues can be resolved quickly by email. Nothing in this policy affects your statutory rights under UK consumer law.

2. Cancelling an order

• Before dispatch: contact us as soon as possible. If your order has not yet been dispatched, we will cancel it and refund you in full.
• After dispatch: we may not be able to stop the parcel. In that case, you can refuse the delivery or return the item once you receive it, in line with section 3.

3. Returns and eligibility

If you are a consumer buying online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason. To return an item under this right:

• Tell us within the 14-day period that you wish to cancel and return your order.
• Send the item back to us within 14 days of telling us you want to cancel.
• Items should be unused, unopened, in their original packaging and in a resalable condition.
• Please keep proof of postage until your refund has been confirmed.

Unless the item is faulty or we sent the wrong item, you are responsible for the cost of returning it. Please use a tracked service, as we cannot be responsible for items lost on their way back to us.

4. Damaged or faulty items

If your item arrives damaged or develops a fault, please contact us as soon as you can. To help us resolve it quickly, include:

• Your order number and the email address used to place the order.
• A short description of the problem.
• Clear photos of the item and its packaging.

If we agree the item is damaged or faulty, we will offer a replacement or a refund, and we will cover the reasonable cost of returning the item if a return is needed.

5. Incorrect or missing items

If you receive the wrong item, or something is missing from your order, please tell us within 7 days of delivery. We will send the correct or missing item, or refund the affected part of your order, whichever you prefer.

6. How to request a refund

7. How refunds are issued

• Refunds are made using the same method you paid with, or to the bank account that sent the payment where you paid by bank transfer.
• Once we receive and check a returned item, we will confirm your refund by email.
• Refunds are normally processed within 14 days of us receiving the returned item (or of us agreeing to the refund, if no return is needed). Your bank may take a few extra days to show the payment.
• Standard delivery charges are refunded when you cancel your whole order within the 14-day period. Any extra cost for a more expensive delivery option you chose is not refundable.
• We may reduce your refund if a returned item has been used or is not in a resalable condition.

8. Non-returnable items

For hygiene and safety reasons, and as allowed by law, we cannot accept returns of:

• Items that have been opened, used or tampered with, unless faulty.
• Items that were returned without our prior agreement.
• Items made to order or personalised to your request.
• Items damaged after delivery through misuse or incorrect storage.

9. Delivery problems

If your order has not arrived within the delivery time we gave you, please contact us and we will investigate with the courier. If a parcel is confirmed lost, we will send a replacement or issue a refund. Please make sure your delivery address is correct when you order, as we cannot refund orders delivered to an incorrect address supplied by you.

10. Your statutory rights

This policy does not affect your legal rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Goods must be as described, of satisfactory quality and fit for purpose. For free, impartial guidance on your rights, you can contact Citizens Advice.

11. Contact us