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What you can send back, what you can’t, and what happens when something arrives wrong.
We supply sterile, single-use laboratory material. That places a real limit on what can come back to us — but it does not remove your legal rights, and this page sets out both sides plainly.
| Situation | What you get |
|---|---|
| Sealed, unopened vial — within 14 days | Full refund on return |
| Vial opened, unsealed or reconstituted | No return — sterility cannot be assured |
| Damaged in transit | Replacement or full refund, at your choice |
| Wrong item sent | Replacement or full refund, at your choice |
| Does not match its certificate of analysis | Full refund, including postage |
| Consumables — syringes, wipes, water | Refundable if sealed and unopened |
If you order and then change your mind, you have 14 days from the day your order is delivered to tell us, and a further 14 days to send the goods back. This right applies to any item that is still sealed, unopened and in its original packaging.
Refunds are issued to the original payment method within 14 days of the goods reaching us. Return postage is yours to pay unless the return is our fault — see below. We ask that you use a tracked service, because we can only refund what actually arrives.
Our vials are supplied sealed and sterile. Once a vial has been unsealed, punctured or reconstituted, we have no way to establish that its contents are still sterile or uncontaminated, and it would be irresponsible for us to put it back into stock or sell it to anyone else.
For that reason, the right to cancel does not apply to unsealed vials. This is the exemption for sealed goods that are unsuitable for return on health-protection or hygiene grounds, under regulation 28(3) of the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.
The paragraph above is about changing your mind. It does not apply when we have got something wrong, and nothing on this page limits your rights under the Consumer Rights Act 2015.
Tell us within 30 days of delivery if any of the following applies:
In each of those cases you choose: a replacement, or a full refund including both the original postage and the cost of returning the item. We do not ask you to prove the fault, and we do not ask you to return a leaking or contaminated vial through the post — a photograph is enough.
Please don’t send anything back before you’ve heard from us — unannounced returns are difficult to match to an order, which slows your refund down.
If your order hasn’t left us yet, email us and we’ll cancel it and refund you in full, no questions asked. We dispatch same day on orders placed before 2pm, so the sooner you tell us the better.
Our products are supplied for laboratory research use only, and the statutory cancellation rights described above apply to consumers. Where you are buying as a business, those particular rights do not apply by law — but we apply the same sealed/unsealed policy to everyone, and we will always put right an order that we got wrong.
Pioneer Peptides Ltd, registered in England & Wales, company no. 17392936. Registered office: 66 Paul Street, London, EC2A 4NA. Questions about this policy: orders@pioneerpeptides.co.uk.