Peptides · Returns & Refunds
Returns & refunds.
Our policy for returns, refunds, and order cancellations.
Order Accuracy
If you receive the wrong item, or your order arrives damaged, contact us within 48 hours of delivery. Include your order number and clear photographs of both the product and the outer packaging so we can settle it quickly.
Eligibility for Returns
Given the sensitive nature of research products, we cannot accept returns of opened or used items. To be eligible for a return:
- The item must be unopened, unused, and in its original packaging
- The request must reach us within 48 hours of delivery
- The product must be in resalable condition
Once a return is approved, it must be sent back within the window our support team gives you.
Non-Returnable Items
For quality control and safety reasons, we cannot accept returns on:
- Opened or used products
- Products without their original packaging
- Clearance or final sale items
Refund Process
Once a return reaches us and has been inspected, we will let you know whether the refund is approved or rejected.
- Because orders are paid Cash on Delivery, there is no card to refund. Approved refunds are settled by bank transfer to an account in your name, or as store credit if you prefer
- Allow 5–10 business days for a bank transfer to clear, depending on your bank
- Delivery charges are not refunded unless the return is the result of our error
For a bank transfer we will ask you for the account holder name, IBAN, and bank name. We use those details for the refund and nothing else.
Order Cancellations
An order can be cancelled only while it is still unprocessed and unshipped. Once it has been fulfilled it cannot be cancelled, although unopened items may still be returned under the conditions above.
Need to start a return? Write to support@prime-pep.com with your order number and clear photographs. We aim to reply within one working day.