Refund Policy
Effective Date: 8 April 2026
Website: purepeptidesuk.is
Contact Email: info@purepeptidesuk.is
At Pure Peptides Lab, we aim to provide a smooth and reliable ordering experience for all customers. We understand that issues can occasionally arise with an order, and this Refund Policy explains how refund requests, returns, replacements, cancellations, and order issues are handled when you purchase from purepeptidesuk.is.
By placing an order through our website, you agree to the terms outlined in this Refund Policy.
1. General Policy
Due to the nature of the products sold on our website, all refund and return requests are handled on a case-by-case basis.
We strive to be fair and reasonable when reviewing customer concerns. However, because our products are sensitive in nature and require proper handling, storage, and packaging, we are unable to offer automatic refunds in all circumstances.
We encourage all customers to review their order carefully before completing their purchase.
2. Order Cancellations
If you wish to cancel an order, you must contact us as soon as possible at:
Email: info@purepeptidesuk.is
We may be able to cancel your order only if it has not yet been processed, packed, or dispatched.
Please note:
- Once an order has entered fulfilment, it may no longer be eligible for cancellation
- If the order has already been shipped, it cannot be cancelled
- Approved cancellations may be subject to payment processing or transaction fees where applicable
We reserve the right to refuse cancellation requests once order handling has begun.
3. Returns
Due to the nature of the products sold by Pure Peptides Lab, we generally do not accept returns unless:
- The wrong item was sent
- The item arrived damaged
- The order arrived with a verified fulfilment issue
- We specifically authorise the return in writing
For hygiene, quality control, and product integrity reasons, we cannot accept returns for items that have been:
- Opened
- Used
- Tampered with
- Improperly stored
- Returned without prior approval
If you believe there is an issue with your order, you must contact us first before returning anything.
Unauthorised returns may be refused.
4. Damaged, Incorrect, or Missing Items
If your order arrives damaged, incomplete, or incorrect, please contact us within 48 hours of delivery.
To help us review your claim quickly, please include:
- Your order number
- A description of the issue
- Clear photographs of:
- The outer packaging
- The shipping label
- The product received
- Any visible damage or discrepancy
Send all claims to:
If your claim is approved, we may offer one of the following at our discretion:
- A replacement item
- Store credit
- A partial refund
- A full refund
We reserve the right to determine the appropriate resolution based on the circumstances of each case.
5. Non-Delivery and Lost Parcels
If your parcel has not arrived within the expected delivery window, please contact us and we will investigate the issue with the shipping provider.
Please note:
- Delivery estimates are not guaranteed
- Delays caused by couriers, customs, weather, public holidays, or local delivery disruptions are outside our direct control
- A parcel is not considered lost until a reasonable investigation period has passed
If a parcel is officially confirmed as lost in transit, we may, at our discretion:
- Reship the order
- Issue store credit
- Issue a refund
We may require confirmation from the courier before approving any compensation.
6. Incorrect Shipping Information
Customers are responsible for ensuring that all shipping and billing details entered at checkout are correct and complete.
We are not responsible for delivery issues caused by incorrect information provided by the customer, including but not limited to:
- Incorrect name
- Incomplete address
- Wrong postcode
- Invalid phone number
- Incorrect email address
If an order is returned to us due to an address issue provided by the customer, we may offer reshipment; however:
- Additional shipping charges may apply
- Refunds may be reduced to reflect postage and handling costs
- Orders already dispatched may not qualify for a full refund
Please double-check your details carefully before placing an order.
7. Customs, Import Delays, and International Orders
If you are ordering from outside the United Kingdom, it is your responsibility to ensure that the products ordered are permitted in your country or jurisdiction.
Customers are fully responsible for:
- Import rules
- Customs procedures
- Duties and taxes
- Regulatory restrictions
- Product clearance requirements
We are not responsible for parcels delayed, held, refused, returned, or seized by customs or border authorities.
Refunds will generally not be issued for orders affected by import restrictions or customs enforcement, unless the parcel is returned to us in resellable condition and we approve the request.
Shipping fees are typically non-refundable in such cases.
8. Refund Eligibility
Refunds may be considered in the following situations:
- The wrong item was supplied
- The item was damaged in transit
- The parcel is confirmed lost by the courier
- The order could not be fulfilled
- A duplicate payment was made
- A verified fulfilment error occurred on our side
Refunds are not usually granted for:
- Change of mind after dispatch
- Customer ordering the wrong item
- Delays outside our control
- Incorrect address entered by the customer
- Failure to understand product details before purchase
- Improper storage, handling, or misuse after delivery
- Customs or import-related issues outside the UK
All refund requests are reviewed individually and at our discretion.
9. Refund Method and Processing Time
If your refund is approved, it will be issued to the original payment method used at checkout, unless otherwise agreed.
Please allow:
- 3–10 business days for us to process the refund after approval
- Additional time for your payment provider or bank to reflect the funds in your account
Refund timing may vary depending on your card issuer, bank, or payment provider.
Where appropriate, we may choose to offer store credit or a replacement instead of a cash refund.
10. Non-Refundable Charges
Please note that certain charges may be non-refundable, including where applicable:
- Shipping costs
- Customs fees
- Payment gateway or transaction fees
- Redelivery or reshipment costs
- Charges resulting from customer error
If a refund is approved in a case involving partial customer responsibility, we may deduct reasonable costs from the refunded amount.
11. Chargebacks and Payment Disputes
If you experience a problem with your order, we strongly encourage you to contact us first at:
We are usually happy to review and resolve genuine issues directly.
Initiating a chargeback or payment dispute without first contacting us may delay resolution and could result in:
- Suspension of future orders
- Additional verification requirements
- Refusal of service where abuse is suspected
We reserve the right to contest fraudulent or unjustified payment disputes with supporting evidence, including delivery confirmation, tracking, communication records, and order history.
12. Contact Us
If you need help regarding a refund, replacement, order issue, or delivery concern, please contact us at:
Pure Peptides Lab
Website: purepeptidesuk.is
Email: info@purepeptidesuk.is
When contacting us, please include your order number and a clear explanation of the issue so we can assist you as quickly as possible.