This Refund Policy explains when orders placed with Peptides UK Hub are eligible for cancellation, return, or refund. It applies to all orders placed through this website and should be read alongside our Shipping Policy and Terms & Conditions.
1. Cancelling before dispatch
You may cancel an order free of charge at any time before it has been dispatched. Contact support with your order number as soon as possible — once an order has entered fulfilment, we may not be able to stop it before it ships.
2. Damaged, defective, or incorrect items
If your order arrives damaged, an item is defective, or you received the wrong product, contact support within 7 days of delivery with your order number and photographs where relevant. We will investigate and, where the fault is on our side, offer a replacement or a refund at your preference.
3. Unopened, sealed items
Unopened items with an intact seal may be returned within 14 days of delivery for a refund, provided they have been stored as instructed and are returned in the original packaging. Return shipping for this type of return is the customer's responsibility unless the return is due to our error.
4. Non-returnable items
Because our products are laboratory research materials supplied with a safety seal and, in many cases, cold-chain handling requirements, the following cannot be returned or refunded once received:
- Any item with a broken or tampered seal
- Any item that has been reconstituted, mixed, or otherwise prepared for use
- Kits and bundles where any individual component has been opened
- Items reported outside the 7-day (damaged/incorrect) or 14-day (unopened return) windows above
5. How to request a refund
Email our support team via the Contact page with your order number, the reason for the request, and any supporting photographs. We aim to respond within 2 business days with a decision and, where approved, next steps.
6. How refunds are processed
Because orders are settled by bank transfer or cryptocurrency rather than card payment, approved refunds are returned using the same method you paid with: bank transfers are refunded to the account the payment originated from, and cryptocurrency payments are refunded to the wallet address used at checkout. Please allow up to 10 business days for a bank transfer refund to clear, or up to 3 business days for a cryptocurrency refund, depending on network conditions.
7. Promo codes and discounts
If an order included a promo code or referral discount, refunds are calculated on the amount actually paid, not the pre-discount value.