Refund and returns policy

1. Scope of this policy

This policy applies to all orders placed through nhpeptides.co.uk. It forms part of our terms and conditions and should be read alongside them.

Material supplied by NH Peptides is for laboratory research use only. It is not a medicinal product, a supplement, a food or a cosmetic, and it is not for human or veterinary use. Nothing in this policy affects that restriction, and a return or refund does not change the basis on which material was supplied.

Your rights depend on whether you buy as a consumer or as a business. Where you buy for purposes wholly or mainly outside a trade, business, craft or profession, you buy as a consumer and the statutory rights in sections 2 and 5 apply. Where you buy on behalf of a research institution, laboratory, university or company, you buy as a business and section 4 applies instead. If you are not sure which applies to you, contact us before ordering.

2. Your right to cancel

If you buy as a consumer, you have a legal right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order within 14 days without giving a reason, subject to the exceptions in section 3.

The 14 day period runs from the day you, or someone you nominate, take physical possession of the goods. Where an order is delivered in more than one consignment, it runs from the day you receive the last item.

To cancel, tell us clearly before the 14 days end. Email sales@nhpeptides.co.uk with your order number and the items you are cancelling. You may use the model cancellation form set out in the Regulations, but you do not have to. Sending the goods back without telling us first is not a valid cancellation, and may delay your refund.

Once you have told us you are cancelling, you must send the goods back to us within 14 days. You are responsible for the cost of return delivery unless the item is damaged, faulty or was sent in error.

You may handle goods only as much as is necessary to establish their nature, characteristics and function, in the same way you could examine them in a shop. This does not extend to breaking a vial seal. If the value of returned goods has been reduced by handling beyond that, we may deduct that reduction from your refund.

3. When the cancellation right does not apply

The Regulations set out categories of goods that are exempt from the 14 day cancellation right. Two of those categories apply to material we supply, and you should read this section carefully before you order.

• Sealed goods unsealed after delivery. Research material is supplied in sealed vials. Once the seal on a vial has been broken, that vial is not suitable for return for health protection and hygiene reasons and cannot be cancelled, returned or refunded. The seal is the tamper evident closure on the vial itself, not the outer packaging. Opening the outer box does not affect your right to cancel.
• Goods liable to deteriorate or expire rapidly. Where material has been supplied under cold chain conditions and has been removed from the temperature range stated on the storage and handling sheet, we cannot verify its integrity on return and cannot accept it back.

These exceptions do not affect your rights where an item is damaged, faulty, not as described, or not the item you ordered. Those situations are covered by section 5 and apply whether or not a seal has been broken.

By placing an order you confirm that you have read and understood this section.

4. Business and institutional purchases

Where you order on behalf of a research institution, laboratory, university or company, the statutory consumer cancellation right in section 2 does not apply. We nevertheless offer the following as a matter of policy.

• Sealed, unopened vials in their original packaging may be returned within 14 days of delivery, provided cold chain conditions have been maintained and the lot can be verified against our records
• Return delivery is at your cost, and the original delivery charge is not refunded
• We may decline a return where cold chain or handling cannot be evidenced, or where the packaging or lot label has been removed or damaged

Your rights where material is damaged, faulty, not as described or not the item ordered are unaffected and are covered in section 5.

5. Damaged, faulty or incorrect orders

Everything we supply must match its description, be of satisfactory quality and be fit for its stated purpose. If it is not, you are entitled to a remedy and this is separate from, and additional to, the cancellation right in section 2.

Contact us if any of the following applies:

• A vial arrives broken, cracked, leaking or with a compromised seal
• The cold pack or insulated packaging has clearly failed in transit
• The compound, labelled quantity or lot number does not match your order or the dispatch note
• The certificate of analysis does not correspond to the lot number on the vial you received
• The material does not meet the specification published on the certificate of analysis for that lot

Please tell us within 7 days of delivery where the problem is visible on arrival, so that we can raise it with our carrier while a claim is still possible. If a problem is not reasonably discoverable on delivery, tell us as soon as you find it.

Consumers. If you reject the goods within 30 days of delivery you are entitled to a full refund under the Consumer Rights Act 2015. After 30 days we will offer a replacement or a refund. Your statutory rights are not limited by anything in this policy.

Business customers. Where material is confirmed as damaged, faulty or incorrect we will replace it or refund it in full at our option, including any delivery charge you paid.

In all cases where the fault is ours or the carrier’s, you will not pay to return the item. We will arrange collection or issue a prepaid return label.

6. How to start a return or claim

Do not send anything back before contacting us. Returns arriving without prior authorisation cannot be identified against a lot record and may be refused.

1. Contact us. Email sales@nhpeptides.co.uk or use the contact form. Include your order number, the compound and labelled quantity, the lot number from the vial label, and the reason for the return.
2. Send photographs where relevant. For damage or a packaging failure, photographs of the outer box, the internal packaging and the vial help us resolve the claim quickly and support any carrier claim.
3. Wait for authorisation. We will confirm whether the item can be returned and give you a return reference and the return address.
4. Send the item back. Follow the packing requirements in section 7 and use a tracked service.

We aim to acknowledge every return request within one working day.

7. Packing and sending a return

Returned material must reach us in a condition that lets us verify it. Please:

• Keep the vial sealed and in its original packaging, with the lot label intact and legible
• Reuse the moulded insert and insulated liner the order arrived in wherever possible
• Include the return reference we gave you, inside the parcel and on the outside label
• Use a tracked service and keep proof of postage until your refund is confirmed
• Do not declare compound names on the outer packaging

Until a returned item reaches us it remains your responsibility. Where you are paying for the return, we are not liable for parcels lost or damaged on the way back to us, which is why we ask you to use a tracked service.

Return address details are issued with your return authorisation. Please do not send returns to any other address.

8. Refunds

Refunds are made to the original payment method. We cannot refund to a different card, account or person.

• Cancellations under section 2. We refund within 14 days of receiving the goods back, or within 14 days of you providing evidence that you have sent them back, whichever is earlier.
• Damaged, faulty or incorrect items. We refund or dispatch a replacement within 14 days of confirming the fault, and usually far sooner.
• Orders cancelled before dispatch. We refund within 14 days of cancellation.

Where a consumer cancels an entire order under section 2, we refund the standard delivery charge you paid. If you chose a more expensive delivery option than our standard service, we refund the standard rate only. Where you cancel part of an order and keep the rest, the delivery charge is not refunded.

Where any VAT was charged on your order, it is refunded with the item price. Refunds may take a further three to five working days to appear on your statement, depending on your bank or card issuer.

We may reduce a refund to reflect any loss in value caused by handling beyond what was necessary to establish the nature of the goods, as described in section 2.

9. Changing or cancelling an order before dispatch

Orders placed before 2pm on a working day are picked and dispatched the same day, so the window to amend an order is short. If you need to change or cancel, contact us as soon as possible with your order number.

If material has already left cold storage and been packed, we may not be able to stop it. In that case the order will be delivered and you can return it under section 2 or section 4, provided the vial seal is unbroken.

We may also cancel an order ourselves, and will refund you in full, where a lot fails release testing or is withdrawn, where stock is unavailable, where a pricing or listing error is identified, or where we are unable to satisfy ourselves that the eligibility conditions on this website are met.

10. Late, missing and undelivered orders

All UK orders are sent on a tracked service and you receive tracking details when your order leaves us.

If tracking shows your order as delivered but you have not received it, check with colleagues, reception and your goods in department first, then contact us. We will open an enquiry with the carrier.

If an order does not arrive at all, tell us within 21 days of the dispatch date so that we can raise a carrier claim within their time limits. We will resend or refund the order once the enquiry is complete.

If delivery fails because the address given was incorrect or incomplete, or because nobody was available to accept it and the parcel is returned to us, we will refund the item price. The delivery charge is not refunded and a further charge applies to send the order again.

11. What we cannot accept back

For material integrity and safety reasons, we are unable to accept the following, unless the item is damaged, faulty or was sent in error:

• Vials whose tamper evident seal has been broken
• Material that has been reconstituted, decanted, aliquoted or otherwise handled
• Vials with the lot label removed, defaced or illegible
• Material that has been stored outside the range given on the storage and handling sheet
• Items returned without prior authorisation, or received by us more than 14 days after you told us you were cancelling
• Laboratory consumables supplied in sealed sterile packaging where that packaging has been opened

Where a returned item cannot be accepted, we will contact you. You may ask us to send it back at your cost within 14 days. If we do not hear from you within 30 days, the item will be disposed of in line with our waste procedures and no refund will be due.

12. Complaints, changes and contact

If you are unhappy with how a return or refund has been handled, tell us and we will look at it again. We aim to respond to complaints within five working days.

Nothing in this policy affects your statutory rights. If any part of it is found to be unenforceable, the remaining parts continue to apply.

We may update this policy to reflect changes in the law, our carriers or our procedures. The version published on this page at the time you place your order is the version that applies to that order.

To contact us about a return, a refund or this policy:

• Business: NH Peptides
• Email: sales@nhpeptides.co.uk 
• Phone: 07469 330817

Written correspondence can be sent to our business address, which we will provide on request. Please do not send returns to any address other than the one issued with your return authorisation.

Effective date: 02/09/2026. Last updated: 02/09/2026.