Complaints procedure

You can raise a concern about an order, delivery, product, customer service, review decision or use of your personal information. We aim to assess complaints fairly and explain the outcome. This procedure does not reduce your contractual or statutory rights.

Email support@novexpeptide.com with Complaint in the subject, or use the Contact page. Include your order reference if relevant, a clear description of what happened, important dates and the outcome you are seeking. For a suspected product defect, include the product and batch identifier where available.

Photographs or relevant correspondence may help. Do not send medical records, complete payment details or identity documents through a general enquiry. Ask us if you need a suitable way to provide sensitive supporting information.

We aim to acknowledge your complaint within two working days. Once we have assessed the issue, we will explain what information is needed, the next steps and an expected response time. These are service aims and do not extend a legal refund or response deadline.

We will consider the information you provide alongside relevant order, delivery, batch or service records. Where an issue requires input from a provider, we will explain the resulting delay and keep you informed.

Our response should set out what we found, the reasons for the outcome and any remedy or next action. For damaged, leaking or compromised goods, stop handling them and request safe instructions. Do not send chemical products to an address or carrier that has not accepted the return.

If the initial response does not resolve the complaint, reply explaining the points still in dispute and request review by the person responsible for the business. We will consider the remaining issues and explain our final position. Relevant alternative dispute-resolution information will be provided where applicable; we do not claim membership of an unconfirmed scheme.

You may seek independent consumer advice or exercise applicable court rights at any stage. You do not have to complete our internal process before using a legal remedy. For UK consumer advice, the GOV.UK consumer-rights page identifies Citizens Advice, Advice Direct Scotland and Consumerline for the relevant jurisdiction.

For personal-data concerns, you may complain directly to the Information Commissioner’s Office at https://ico.org.uk/make-a-complaint/. Our Privacy Policy explains data rights and how to contact us.

We use complaint information to investigate and respond, and retain relevant records according to the purposes and criteria in our Privacy Policy. The revision date identifies the current procedure.

Send complaints and requests for further review to support@novexpeptide.com. Asking for safe return instructions does not prevent you from notifying cancellation or reporting a fault.