Cancellations, Returns and Refunds

All compounds catalogued by Biogenetic Research Labs Ltd are listed for in-vitro laboratory research only. Because these are sealed compounds whose integrity depends on unbroken packaging and controlled temperature, some of them cannot be returned once the seal is broken. This policy sets out exactly when that applies and when it does not.

If you are a consumer, you have the right under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel your order without giving a reason.

• The cancellation period is 14 days from the day after you, or a person you named, receive the goods.
• Where an order is delivered in several consignments, the 14 days run from the day after the last consignment arrives.
• To cancel, tell us clearly before the 14 days end. Email hello@protocolpeptides.co.uk with your order number, or use the model cancellation form in section 08. A clear statement is enough. You do not have to use the form.
• After telling us, send the goods back within 14 days.
• We refund within 14 days of receiving the goods back, or within 14 days of you giving us evidence that you sent them, whichever is sooner.
• We refund the full price plus the standard delivery charge we originally charged. If you chose a more expensive delivery option, we refund the standard cost, not the premium.
• Refunds go to the original payment method. We do not charge a fee for refunding.
• Return postage is at your cost, unless the goods were faulty, damaged, or not what you ordered.
• We can reduce the refund to reflect any loss in value caused by handling beyond what is needed to inspect the goods.

Regulation 28 of the 2013 Regulations sets out limited exceptions. Two of them apply to some of what we catalogue. We rely on them only where they genuinely apply, and the product page states before you order which apply to that compound.

• Sealed goods unsealed after delivery, where return is not suitable for health protection or hygiene reasons (regulation 28(1)(e)). Once the tamper seal on a vial is broken, integrity can no longer be assured and the vial cannot re-enter the catalogue. The right to cancel is lost for that item at the point the seal is broken. It is not lost while the seal is intact.
• Goods liable to deteriorate or expire rapidly (regulation 28(1)(c)). This applies only to compounds we dispatch under active temperature control with a short stability window, and only where the product page said so before you ordered.

Outside those two cases, the cancellation right applies in full. An item with its seal intact, in its original outer packaging, can be returned within the periods in section 02.

We do not exclude the right to cancel simply because an item is a research chemical. A blanket “no returns” position is not lawful against a consumer, and we do not take one.

These rights are separate from the right to cancel and cannot be waived.

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, as described, and fit for purpose.

• Within 30 days of delivery you can reject faulty goods and get a full refund.
• After 30 days and within 6 months you can ask for a repair or replacement. If that fails, you can have a refund, which may be reduced to reflect use.
• After 6 months the same rights apply, but you may need to show the fault was there at delivery.

Faults include a compound whose Certificate of Analysis does not match the batch dispatched, a vial that arrives with a broken seal or compromised packaging, an item that arrives outside its stated temperature range where temperature controlled dispatch was purchased, and any item that does not match its listing.

We pay return postage in all of these cases.

Tell us within 48 hours of delivery at hello@protocolpeptides.co.uk, with your order number and photographs of the outer packaging, the inner packaging and the item.

Reporting later does not remove your rights under section 04. The 48 hour request exists so we can raise a carrier claim while evidence is still available.

We arrange replacement or refund at no cost to you, and we tell you which within 3 working days.

• Email hello@protocolpeptides.co.uk with your order number and what you want to do.
• We reply within 2 working days with a return address and a return reference.
• Pack the item securely, in its original outer packaging where possible, with the return reference visible.
• Send it using a tracked service. Keep the proof of postage. Until we receive it, the item is your responsibility.
• We inspect on arrival and process the refund within 14 days of receipt.

Do not send anything back before contacting us. Unannounced returns cannot be matched to an order and may be refused.

If you are ordering wholly or mainly for business purposes, the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 do not apply to you. Returns are then at our discretion, must be agreed in advance, must have the seal intact, and must be requested within 14 days of delivery. Your rights under the Sale of Goods Act 1979 as to description and quality are unaffected.

You may use this form, but you do not have to. Any clear statement of your decision to cancel is enough.

Compounds are listed for in-vitro laboratory research only. A refund, replacement or credit does not imply any compound is suitable for human or veterinary use. Where we have reason to believe a compound has been used outside laboratory research, we may refuse a discretionary refund. This does not affect your statutory rights.

If you are unhappy with how we have handled a return, our complaints process is at Complaints and Dispute Resolution.