Returns & Damage Policy
Every order is protected against damage in transit. Because these are laboratory materials whose integrity depends on unbroken cold-chain and handling conditions, we cannot accept the return of opened or dispatched product — so we replace damage instead.
Rates, dispatch times, tracking, packaging and what happens to a delayed or undeliverable parcel are covered in full on the shipping policy.
Photograph it
Photograph the vial and the outer packaging as soon as the parcel arrives, before discarding anything. Photographic evidence is required for every claim.
Contact us within 48 hours
Email contact@peakresearchpeps.com with your order number and the photographs. We respond within one business day.
Replacement dispatched
Once the damage is verified we ship a one-time replacement of the affected item at no cost. No return shipment is required.
- —Change of mind, ordering the wrong compound, or no longer requiring the material.
- —Product that has been opened, reconstituted, or stored outside the stated conditions.
- —Parcels marked delivered by the carrier, or losses arising from an address entered incorrectly at checkout.
- —Claims raised more than 48 hours after delivery, or without photographic evidence.
An order can be cancelled at no cost at any point before payment is confirmed — simply don't complete payment, or email us and we'll void it. Once payment has cleared and the order has been picked, it cannot be cancelled.
This policy sits alongside our Terms & Research Use Agreement. All products are supplied for laboratory and research purposes only.