Returns & Refunds Policy

Last updated: 22 July 2026

1. Returns & Refunds

Due to the temperature-sensitive nature of our research products, returned items can only be accepted where product integrity can be verified.

Customers should contact us within 14 days of delivery if they believe there is an issue with their order.

Refunds or replacements may be offered in the following circumstances:

  • The item arrived damaged in transit.
  • The item received was incorrect.
  • The item does not match the product description.
  • The product is found to be defective upon receipt.

For product integrity and handling reasons, opened, used, improperly stored, or temperature-compromised products cannot be accepted for return.

Any approved return must be authorised by our support team before being sent back. Customers should retain all original packaging and provide photographs where requested to assist with the assessment of a claim.

2. Your 14-Day Right to Cancel (Unopened Products)

If you are a consumer, you have the right under the Consumer Contracts Regulations 2013 to cancel your order for any reason within 14 days of the day you receive it, provided the products remain unopened, with seals intact, and in their original packaging.

To exercise this right, email us with your order number within the 14-day period. You then have a further 14 days to return the products to us. Once the returned items are received and inspected, we will confirm the outcome and process the refund, including the standard outbound delivery charge where the whole order is cancelled.

Because our products are sealed research chemicals whose integrity cannot be verified once opened, this cancellation right does not apply to any product whose seal has been broken. This is a recognised exception under the Regulations for sealed goods unsuitable for return once unsealed.

3. Eligibility for Refund

To qualify for a refund or replacement:

  • The product must be unused, unopened, and in its original sealed packaging (except where the product is faulty).
  • You must provide proof of purchase.
  • The return must be authorised in advance by our support team.

Once the returned item is received and inspected, we will notify you of approval or rejection. Approved refunds are typically processed within 5–10 business days. As payments are made by bank transfer through our payment provider, refunds are returned directly to the bank account used to pay.

4. Non-Refundable Items

We cannot accept returns or issue refunds for:

  • Products that have been opened, used, or damaged after delivery (except where faulty on receipt).
  • Any item where cancellation was notified more than 14 days after delivery.
  • Goods that have deteriorated due to improper storage or handling after receipt.

5. Shipping Costs

  • If a return is approved, the customer is responsible for return shipping unless the item was incorrect, faulty, or damaged due to our error, in which case we cover it.
  • Where a whole order is cancelled under the 14-day cancellation right, the standard outbound delivery charge is refunded; any premium above our standard delivery option is not.
  • We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items otherwise and cannot refund parcels lost in return transit.

6. Order Cancellations Before Dispatch

Once an order has been placed, it is processed promptly to maintain product integrity and temperature control.

  • If you wish to cancel before your order has been packed or dispatched, contact us in writing by email as soon as possible after placing the order and we will cancel it with a full refund.
  • Once an order has been dispatched, it can no longer be cancelled in transit; the 14-day cancellation right in section 2 then applies from delivery.

7. Important Notes

All products are sold for laboratory research purposes only and not for human consumption.

We reserve the right to refuse refunds or replacements where there is evidence of misuse, misrepresentation, or violation of our terms of sale. Nothing in this policy affects your statutory rights, including your rights under the Consumer Rights Act 2015 in respect of faulty goods.

We are committed to resolving customer concerns fairly and promptly. If you experience any issue with your order, please contact our support team and we will work with you to find an appropriate resolution.

8. Contact Us

Contact us within 14 days of delivery regarding returns, replacements, refunds, or any concerns relating to your order. Include your order number, photos of the item where relevant, and a brief description of the issue.

info@sppeptide.com | 90 York Way, London, England, N1 9AG | +44 7392 726713