Returns and refunds
Wrong item, missing item, or damage in transit: we replace it or refund it, your choice. Sealed research materials cannot come back for anything else, and the reason for that is on this page rather than buried in the Terms.
Updated September 2026Jurisdiction: United Kingdom
Why most of this cannot come back
This is the one part of buying from us that is genuinely less flexible than buying almost anything else, and it is worth explaining rather than asserting.
The moment a vial leaves our unit we stop knowing anything about it. We cannot tell how it was stored, whether it was opened, or what it sat next to. A peptide that spent a fortnight on a warm windowsill is indistinguishable from one that never left the fridge — and if we took that vial back and sold it to somebody else, its certificate would no longer describe what is inside it. The documentation this entire catalogue rests on would be worth nothing.
So changing your mind, picking a compound that did not suit the work, or ordering the wrong strength are not grounds for a return once it has shipped. Better that you read it here than hear it when you ask.
What we will always put right
Four things are ours to fix. Any of them and you get a replacement or a full refund including the delivery you paid — your choice, not ours:
- We picked the wrong compound, the wrong strength or the wrong quantity
- Something on the order never made it into the box
- A vial arrived broken, cracked, unsealed or leaking
- The material is defective — a vial that will not reconstitute the way its own certificate says it should
The first 48 hours
Open the box against your order confirmation the day it lands, not the day you come to use it. Count the vials, read the labels, look at the seals.
Anything wrong, tell us inside 48 hours of delivery. The window is short for a reason: it is how long a claim stays provable. After that neither we nor the carrier can separate damage in transit from something that happened on your bench. Past 48 hours the delivery counts as accepted — always subject to the statutory rights below, which nothing we write can take away.
Away when it arrived? Tell us as soon as you open it and say when it landed. Late is far better than never.
Starting a claim
Tell us inside 48 hours
One email to support@viperpeptides.co.uk with your order number and what is wrong. Send photographs of the outer box, the vial and its label while you are there — a claim with pictures is usually settled in one reply instead of three.
Wait to hear back
We answer with a decision and, if something needs to come back, an address and written instructions. Nothing should be posted before that. A parcel that turns up unannounced cannot be matched to an order or accounted for when it lands, so it cannot be treated as a return.
Post it back unopened
Vials travel sealed, in the packaging they arrived in, on a tracked service. Hold on to the proof of posting. The parcel is at your risk until it reaches us, unless we have agreed something else in writing.
We look at it and settle
Once it is inspected the replacement goes out or the refund is released. Refunds return to whatever paid, and take 5 to 7 working days to show up after we have sent them.
How the money comes back
Refunds go back to whatever paid. Not a different card, not a different account, not store credit — the money travels the road it came in on.
If the fault was ours, the delivery charge comes back with the goods. If we accept a return for any other reason, the original delivery charge does not, and the postage back is yours.
A replacement ships on the same terms and to the same schedule as any other order.
Exchanges
We will swap an item for the same item when it arrived wrong, damaged or defective. We will not swap one compound for another, or one strength for another, once an order has left — that is a return, and returns are the four cases above and nothing else.
When we say no
Viper Peptides can turn a return down: where the vial has been opened, reconstituted, decanted, relabelled or interfered with; where the claim arrives after 48 hours with no explanation; where goods came back without anyone authorising it; or where the evidence does not support what is being claimed.
That is a decision about one claim and nothing more. It is not an accusation and it does not affect your account. If you think we have read it wrong, say so in a reply and somebody else will look.
Nothing on this page affects your statutory rights under UK consumer law, including those under the Consumer Rights Act 2015. Where this policy and the law disagree, the law wins. All products are supplied for laboratory research use only.