Returns and Claims
1. 14-Day Right of Withdrawal
If you are a consumer within the meaning of Directive 2011/83/EU and the national law of your country of residence, you have the right to withdraw from the distance contract within 14 days of the date on which you, or a third party indicated by you, acquired physical possession of the goods, without giving any reason. To exercise this right, simply notify us with an unequivocal statement at [EMAIL] or at [ADDRESS], stating your order number, your name and the products you are returning. We will promptly send you a confirmation of receipt of your withdrawal.
2. Important Exception: Unsealed Products
Pursuant to Article 16(e) of Directive 2011/83/EU, the right of withdrawal does not apply to sealed goods which have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons. Research peptides are sensitive materials whose purity and integrity cannot be guaranteed once the original sealed packaging (vial, blister or protective foil) has been broken.
- Products with an intact original sealed packaging may be returned within the 14-day period;
- Products whose sealed packaging has been opened, broken or removed cannot be returned — both for hygiene reasons and because the integrity and suitability of the research material cannot be verified and guaranteed for further use.
3. Return Conditions and Costs
Returned products must be in their original sealed packaging, without any signs of opening, with all labels and accompanying documents. Send them to [ADDRESS] no later than 14 days after you notified us of the withdrawal. You bear the direct cost of returning the goods, unless the return is due to our fault (an incorrect or defective product). We recommend a tracked shipment — the transport risk for returned goods lies with the sender. You are liable only for any diminished value of the goods resulting from handling other than what is necessary to establish their nature and characteristics.
4. Claims for Damaged or Incorrect Products
If you receive a product that was damaged in transit, is defective or differs from what you ordered, please file a claim using the following procedure:
- notify us at [EMAIL] within 48 hours of receiving the parcel;
- attach photos of the transport packaging, the product and its label, together with your order number;
- keep the product and the packaging until the claim is resolved — do not discard anything and do not use the product;
- if the parcel is visibly damaged, it is advisable to request a damage report from the courier at the time of delivery.
We review every claim within 3 business days and inform you of the outcome. If the claim is justified, we will send you a replacement product at our expense or refund the amount paid — at your choice. The cost of returning the defective or incorrect product is borne by us.
5. Refunds
In the event of a valid withdrawal or an accepted claim, we will refund all payments received from you, including standard delivery costs (except for the additional costs of a more expensive delivery option chosen by you), no later than 14 days after being informed of the withdrawal. We may withhold the refund until we have received the goods back or until you provide proof of having sent them. Refunds are made by bank transfer — to the account from which the payment was made, or, for cash-on-delivery orders, to a bank account (IBAN) indicated by you. We do not charge any fees for the refund.
6. Contact
For all questions regarding returns and claims: [COMPANY], [ADDRESS], email: [EMAIL], phone: [PHONE].