Returns & refunds

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.

Opened or used vials are not refundable. Once a vial has been unsealed, punctured, reconstituted or used, we cannot take it back or refund it. This does not affect your rights if an item arrived damaged, was the wrong item, or was faulty or not as described — see below.

The short version#

Situation	What you get
Sealed, unopened vial — ordered as an individual, within 14 days	Full refund on return
Sealed, unopened vial — ordered by a business or research organisation, within 7 days	Full refund on return
Vial opened, unsealed, reconstituted or used	No return or refund — 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
Seized by customs — ordered as an individual	Full refund — see below
Seized by customs — ordered by a business or research organisation	Not refundable — see below

Sealed goods: 14 days to change your mind#

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.

If you paid in cryptocurrency, the refund is the sterling amount you paid for the goods. We send it back in the same cryptocurrency at the exchange rate on the day we refund — or, if you would rather, by bank transfer to an account in your name. Tell us which when you cancel.

How to cancel#

Email orders@pioneerpeptides.co.uk with your order reference and the items you are sending back. Any clear statement that you want to cancel will do, and we will reply to confirm we have it. If you prefer, copy the form below into your email.

Cancellation form
To: Pioneer Peptides Ltd, 66 Paul Street, London, EC2A 4NA — orders@pioneerpeptides.co.uk
I hereby give notice that I cancel my contract of sale of the following goods: [list the items]
Ordered on: [date] / Received on: [date]
Order reference: [reference]
Name: [your name]
Address: [your address]
Signature: [only if you send this on paper]
Date: [date]

Opened vials cannot be returned#

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.

Practical point. Check the item against its certificate of analysis before you break the seal. The certificate for the batch we ship, with the issuing laboratory’s verification key, is available on request. Once the seal is broken the return window has closed, whether or not the material has been used.

If something is wrong with your order#

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:

A vial arrived cracked, leaking, or with a damaged seal or stopper
You received a different compound, strength or quantity from the one you ordered
The material does not match the certificate of analysis for that batch
The item is otherwise faulty or not as described

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 need the following evidence before we can put it right, and what it is depends on the problem.

Damaged in transit, or the wrong item. Photographs of the vial and of the packaging it arrived in, sent within 48 hours of delivery wherever possible. Keep the packaging until we have replied — the sooner you tell us, the easier it is to show the damage happened on the way to you. We will never ask you to post a leaking or contaminated vial back to us; the photograph is enough.
Does not match its certificate. An analytical report from an independent testing laboratory on the vial we sent you, with a photograph of that vial and your order reference. We check the report with the laboratory that issued it. Please keep the vial until we have replied.

How the vial was kept matters for the second of those. A peptide that has been reconstituted, or stored outside the conditions in our storage guide, will test differently from the material we shipped — and that reflects its storage, not what we supplied. Tell us how it was stored when you send the report.

How to start a return#

Email orders@pioneerpeptides.co.uk with your order number and what you would like to happen.
If anything is damaged or wrong, attach a photograph of the item and of the outer packaging.
We reply within one working day with a return address, or with a resolution if no return is needed.

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.

Cancelling before dispatch#

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.

What we don’t accept back#

Vials that have been opened, punctured or reconstituted
Items returned without contacting us first, where we cannot identify the order
Items returned more than 28 days after delivery, unless they are faulty
Items damaged after delivery through storage outside the conditions on our storage guide

Customs, seizures and orders from outside the UK#

Before you order from outside the United Kingdom, please check that these materials may lawfully be imported where you live. We cannot do that for you and we do not advise on the law of any country but our own. When you order from abroad, you are the importer.

Duty, import VAT and handling fees are yours and are not included in our price or postage — that is set out on our shipping page, along with how we declare parcels. We declare accurately. We will not mark a parcel as a gift or understate its value, and we will not do so if asked.

Some destinations we do not serve at all. Where a country has shown that parcels will not clear its border, we take it out of the checkout rather than accept orders we know we may not be able to complete. The country selector at checkout is the current list, and it is the one that counts — see where we ship.

If a parcel is held, seized or destroyed by the destination country’s customs:

If you ordered as an individual, the loss is ours and you get your money back in full. Goods stay at our risk until they reach you, so a parcel stopped at a border has never been delivered and is refunded. Nothing on this page changes that, and we would not try to write a term that did — your statutory rights are not ours to sign away.
If you ordered as a business or a research organisation, the loss is yours. You chose the destination and you are the importer of record. We will send you whatever paperwork we hold — the invoice, the customs declaration and the batch certificate — to support an appeal, but we cannot refund or replace the order.
Which one you are is what you told us at checkout, not something we decide afterwards. You are treated as a business only if you chose “a business or research organisation” and gave us the organisation’s name and its company or VAT number. Everyone else is an individual. The label on the product makes no difference to this: “research use only” describes what we sell, not who bought it.
If the parcel finds its way back to us with the vials still sealed and undamaged, we will refund what you paid, less the outbound postage and any duty or return charge we were billed. If the vials come back unsealed, damaged or thawed we cannot resell them, and we cannot refund them.

We would rather not take your money for a parcel that is going to be stopped at the border. If you are not sure about your own country, email us before you order and we will tell you honestly what we know — which is sometimes that we don’t know.

Who this applies to#

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, and these terms apply instead:

Sealed, unopened items can be returned for a refund if you tell us within 7 days of delivery and send them back within a further 7 days, at your own cost.
Opened, reconstituted or used vials are not refundable.
If we got the order wrong — damaged in transit, the wrong item, or not as described — we will always put it right.

Research use only. All products are supplied strictly for in-vitro laboratory research. Not for human or veterinary consumption. 18+.

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.