Returns, Refunds and Reshipment Policy

As a consumer you have, in principle, a statutory 14 day withdrawal period after receiving an online order. A number of legal exceptions apply to that right, and they are set out below.

Products shipped refrigerated. Part of our range must be shipped and stored refrigerated. This is stated on the product page and at checkout. These products cannot be returned or refunded, because the cold chain can no longer be verified once the parcel has left us.

Sealed products. Under article 6:230p of the Dutch Civil Code, the right of withdrawal is excluded for products that are unsuitable for return for reasons of health protection or hygiene, once the seal has been broken after delivery.

Unopened, sealed products may be returned within 14 days of receipt, provided the product is not a refrigerated item, the seal is intact and the product is in its original packaging. Always report the return to us first and wait for our confirmation and return instructions before sending anything back.

Opened products, or products whose seal has been broken, cannot be returned or refunded under the right of withdrawal. Once a product has been delivered we can no longer verify how it was stored, and that goes directly to quality and safety. This is separate from a defective or damaged product, which is covered below and remains covered even if the packaging has been opened.

The cost of returning an approved item is yours, unless the product arrived defective or damaged.

Did your order arrive defective or damaged? Contact us within 48 hours of receipt at support@mypeptideslab.com with your order number and clear photos of the product and the packaging. For a defective or damaged product we always put it right, with either a replacement shipment or a full refund, whichever you prefer.

We reship. If your order arrived wrong, was lost in transit or was never delivered, we send a replacement at no cost to you. Let us know within 7 days of delivery, or of the expected delivery date, quoting your order number.

If you tell us a parcel never arrived but the carrier has recorded it as delivered, we will ask you for the carrier's proof of delivery and open an investigation with them. As soon as that concludes, we reship.

You can cancel free of charge for as long as your order has not yet shipped. Contact us as soon as possible and you will receive a full refund. Once an order has shipped it can no longer be cancelled, except in the cases described above.

Approved refunds are processed within 14 days to the same payment method you used at purchase. We charge no fee for this.

Questions about a return, a refund or a reshipment? Email support@mypeptideslab.com or call +31 6 86067761. We are available Monday to Saturday, 09:00 to 17:00.