Returns and replacement policy
Last updated: 1 July 2026
Contact us first
Please contact customer support before returning any item. We will confirm whether a return is appropriate, issue a returns authorisation if required, and provide clear instructions for the next steps. Reach us at hello@novexpeptide.com with your order number and a description of the issue.
Damaged items
If an item arrives damaged, contact us within 48 hours of delivery with photographs and your order number. We will arrange a free replacement or a full refund, including any return postage costs. You will not be charged for the replacement or the return shipping.
Incorrect items
If you receive an item different from what you ordered, contact us within 48 hours with your order number. We will arrange a free replacement of the correct item and cover all return postage costs. The incorrect item will be collected at no cost to you.
Missing parcels
If your parcel does not arrive within the expected delivery window, contact us promptly. We will open an investigation with Royal Mail and work to resolve the issue as quickly as possible. Where a parcel is confirmed lost by the courier, we will arrange a free replacement or a full refund.
Opened research products
Due to the sensitive nature of research peptides and reagents, products cannot be returned once opened unless they are faulty or were supplied in error. This restriction protects the integrity and safety of laboratory reagents and is in line with the Consumer Contracts Regulations 2013, which permit refusal of returns where goods are unsuitable for resale due to their nature.
Faulty products
If a product is faulty or does not meet the stated specifications, contact us with details and, where possible, supporting evidence such as photographs or analytical results. We will arrange a free replacement or a full refund, including return postage. Each case is reviewed promptly and fairly.
Response times
We aim to respond to all return and replacement enquiries within one working day. Approved replacements are dispatched within one working day of authorisation. Approved refunds are issued to the original payment method within five working days of authorisation.
How to start a return
Email hello@novexpeptide.com with your order number, the item in question, and a brief description of the issue. Include photographs where relevant. We will reply with instructions and, where appropriate, a prepaid returns label. Do not return any item without contacting us first.
Your statutory rights
Your statutory rights as a UK consumer are not affected by this policy. Nothing in this policy limits any rights you may have under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.