If the parcel, the temperature log, or the contents aren’t right — tell us.
Our returns policy is short on purpose. We’d rather replace something fast than negotiate it. Cold-chain integrity is the only hard line.
Last updated 21 April 2026
Open the parcel within 24 hours. Photograph the temperature logger reading, the outer packaging, and the unopened vials. Store at 2–8 °C immediately.
Email support@peptyds.com with your order reference and the photos. Our quality team reviews and replies within one working day.
For damaged parcels, cold-chain breaches, or incorrect items we ship a replacement at our cost or refund the order in full — your choice.
Damaged or cold-chain breached
Full refund or free replacement. Report within 7 days of delivery with photos and the temperature logger reading.
Incorrect item shipped
We collect the wrong item at our cost and ship the correct one on priority cold chain.
Unopened and within 14 days
EU distance-selling rights apply. Contact support to arrange the return label. Refund processed once we receive the parcel intact.
Opened vials
Not accepted back. Cold-chain research products cannot be resold once the seal is broken. This protects every other customer’s batch integrity.
We track every return in real time.
Once a return is opened, you’ll see each step on your order page: return requested, label issued, parcel received, inspected, and resolved. We don’t leave you guessing.
- 01Return requested
- 02Return received
- 03Inspected
- 04Restocked or refunded
Start a return: support@peptyds.com. See also our terms & conditions and privacy policy.