We aim to provide a reliable service, but we recognise things can occasionally go wrong. This page explains how to raise a complaint with Peptides UK Hub and what to expect once you do.
How to raise a complaint
Contact our support team via the Contact page with the following information:
- Your order number (if the complaint relates to an order).
- A clear description of the issue.
- Any relevant photos or documentation, where applicable (for example, photos of damaged packaging).
What happens next
- Acknowledgement: We aim to acknowledge complaints within 2 working days of receipt.
- Investigation: We will review your complaint, which may include checking order records, contacting our courier, or requesting further detail from you.
- Response: We aim to provide a full response or resolution within 10 working days. If a complaint is more complex and needs longer, we will let you know and provide an updated timeframe.
Possible outcomes
Depending on the nature of the complaint, resolutions may include an explanation, a replacement, a partial or full refund, or corrective action to prevent a similar issue in future.
If you're not satisfied
If you are not satisfied with how your complaint has been handled, you can ask for it to be escalated for a further review. We will confirm who is handling the escalation and provide a revised response timeframe.
Complaint records
We keep a record of complaints received and how they were resolved, which helps us identify and address recurring issues in our products, processes, or service.