Returns and refunds policy

At Genesis Peptides we want you to be happy with your order. This policy explains when you can return a product, how refunds work, and how to reach us. All returns and refund requests are handled through WhatsApp so we can help you quickly.

How to contact us

For any return, refund, damaged item or order problem, message us on WhatsApp first. Please do not send any product back before we have approved your request.

• WhatsApp: +44 7343 047659
• Email: Info@genesis-peptides.co.uk

When you message us, please include:

• Your name and order number
• The email address used for the order
• A short description of the problem
• Clear photos or a short video if the item is damaged, leaking or incorrect

Damaged, faulty or incorrect items

If your order arrives damaged, faulty or not what you ordered, contact us on WhatsApp within 48 hours of delivery. Send photos of the product, the packaging and the shipping label. Once we have checked the details we will offer you a replacement or a full refund, including the original delivery cost. You will not pay for the return shipping in this case.

Returns of unopened products

You may request a return of an unopened product within 14 days of the day you receive it. To be accepted, the product must be:

• Unopened, with the seals and tamper-proof caps fully intact
• In its original packaging and in the same condition we sent it
• Stored correctly and not exposed to heat, moisture or light

You are responsible for the cost of return shipping unless the item was damaged, faulty or sent in error. Please use a tracked service, because we cannot take responsibility for items lost on the way back to us.

Items we cannot accept for return

Because of the nature of laboratory research materials, and to protect the quality and safety of every customer’s order, we cannot accept returns of:

• Products that have been opened, reconstituted or tampered with
• Products with broken seals or missing labels
• Products that have been stored incorrectly after delivery
• Products returned without prior approval from us
• Orders delayed or lost because the delivery address provided was wrong

This does not affect your legal rights if an item is faulty or not as described.

How returns work

1. Contact us on WhatsApp on +44 7343 047659 with your order details.
2. We review your request and reply with approval or next steps, usually within one working day.
3. If approved, we send you the return instructions and the return address on WhatsApp.
4. Send the item back using a tracked service and share the tracking number with us.
5. We inspect the item when it arrives and confirm your refund or replacement.

Refunds

Once we receive and inspect your returned item, we will confirm by WhatsApp whether your refund is approved. Approved refunds are paid to your original payment method within 14 days. Your bank or card provider may take a few extra days to show the money in your account.

• Delivery costs are refunded only when the item was damaged, faulty or sent in error, or when your whole order is cancelled before it ships
• If only part of the return is accepted, we refund the accepted items only
• We may deduct a fair amount if a returned product shows signs of use or has lost value because of how it was handled

Cancelling an order

If you want to cancel an order, message us on WhatsApp as soon as possible. If the order has not yet been dispatched, we will cancel it and refund you in full. Once an order has shipped, the return rules above apply.

Lost or delayed parcels

If your parcel has not arrived within the delivery time shown at checkout, message us on WhatsApp with your order number. We will trace it with the courier and either resend your order or refund you if it cannot be found.

Research use only

All products supplied are for laboratory research use only. They are not for human consumption or veterinary use.

Changes to this policy

We may update this policy from time to time. Any changes will be posted on this page with a new “Last updated” date.

Contact us

For any return or refund question, message us on WhatsApp at +44 7343 047659 or email Info@genesis-peptides.co.uk.