Returns & Refunds

We want you to receive exactly what you ordered, in perfect condition. This policy explains your right to cancel, and when we can accept returns and issue refunds.

Damaged, defective or incorrect items

If your order arrives damaged, faulty, or is not what you ordered, contact us at support@properpeptides.shop within 48 hours of delivery with your order number and a photo. We will replace the item or issue a full refund, including any return postage we ask you to pay.

Your right to cancel (change of mind)

As a UK consumer, you have a statutory right under the Consumer Contracts Regulations 2013 to cancel your order and receive a refund within 14 days of delivery, without giving a reason. To exercise this right, tell us clearly (for example by emailing support@properpeptides.shop) that you wish to cancel, then return the item within 14 days of telling us.

Because our products are sealed for hygiene and safety reasons, the statutory right to cancel does not apply once the tamper seal on an item has been broken. Items must therefore be returned unopened, unused and in their original packaging to qualify.

Where you validly cancel under this right, we will refund the price you paid for the goods and the standard delivery cost, within 14 days of receiving the returned item (or evidence you have sent it back). You are responsible for the cost of returning the item to us, unless it is faulty or was sent in error.

Where to send returns

Contact us first at support@properpeptides.shop (or +44 7557 407929) with your order number so we can confirm the return. We will then send you the return address in writing — please do not send anything back before you have it.

How refunds are issued

All payments are processed by Stripe. Approved refunds are returned to your original payment method via Stripe, normally within 5–10 business days of us receiving the returned item or agreeing the refund.

Nothing here limits your statutory rights

This policy sits alongside, and does not remove, your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.