Question 1

My vial arrived broken, or the powder inside looks wrong, what do I do?

Accepted Answer

Photograph it first, always: the outer packaging, the vial itself, and the specific damage, then email support with your order number within 48 hours of delivery. If the vial is cracked, leaking, or the dry powder inside looks visibly wrong before you have touched it, that counts as a damage or defect claim, and we send a free replacement first, a refund only follows if that replacement also arrives damaged too. If instead you already reconstituted the peptide and only the resulting liquid turned cloudy or milky, that is a separate and far more common case: it is almost always caused by the reconstitution water or technique rather than the vial itself. Our terms cover that cause with one free goodwill replacement, not a second one for the same cause.

Question 2

I opened my package and it is the wrong item, what happens now?

Accepted Answer

Contact support immediately with your order number: we ship the correct item straight away and send a prepaid label to return the wrong one, at no cost to you. Before assuming it is a mix-up, check the product name printed on the vial itself, our supplier identifies batches with a colour code on the cap or label rather than a serial number, so a different batch colour between two orders is normal and not a sign that the wrong item was sent. If the product name genuinely does not match what you ordered, the replacement process above applies from your first message.

Question 3

What happens if my parcel is seized or destroyed by customs?

Accepted Answer

If your parcel is confiscated or destroyed at the border, we refund the full order amount, as long as it was a standard order to a destination that does not carry its own stated risk warning. Two exceptions apply: Norway ships at your own import risk under our published shipping policy, so a parcel seized by Norwegian customs is not reshipped or refunded, and the same no-reship, no-refund rule applies to any customs seizure on a business (B2B) wholesale order. Outside those two cases we refund rather than reship, since a destination that has already stopped one parcel would almost certainly stop a second attempt too, and this only ever concerns destinations we currently accept orders for in the first place: we do not ship to Switzerland, Liechtenstein, Iceland, or the Canary Islands, Ceuta and Melilla at all. If your shipment never arrives because customs held or destroyed it, contact support with your order number, you do not need to open a dispute with your card provider or bank while we sort it out.

Question 4

How long does a refund actually take?

Accepted Answer

SEPA bank transfer refunds, the one timing figure we publish, usually appear within 5-10 business days once we issue them. Card refunds go back to the same card, but the card network and your bank still need to post it once our payment provider releases the funds, which can take up to 10 business days in total, and it can occasionally show up on your statement under the date of the original payment rather than as a new line. Crypto refunds are paid in the original currency at that day's exchange rate. If more than 10 business days have passed since we confirmed your refund was issued, contact support with your order number so we can check directly with our payment provider.

Question 5

Can I return a peptide vial once I have opened it, because I changed my mind?

Accepted Answer

No: once the seal is broken, a change-of-mind return, whether it is the wrong choice, no longer needed, or any other reason unrelated to a defect, is not possible. This is separate from a damage or defect claim, which is still covered by the replacement policy above regardless of whether the vial was opened. If the vial is still sealed and unopened, EU law gives you a 14-day right of withdrawal from receipt, and we honour it for a full refund, provided the seal is still intact when it reaches us.

Question 6

What does PeptidesDirect not refund?

Accepted Answer

We do not refund a change of mind once the seal on a vial is broken, for the sterility reason explained above. We do not refund or reship an order that fails to arrive because of an incorrect address you gave us, though we help correct it before dispatch if you catch the mistake in time. Cloudiness or an appearance change caused by your own reconstitution water or technique is covered by one free goodwill replacement only, not a second replacement or a refund for that same cause. Norway and any business (B2B) wholesale order carry their own no-reship, no-refund rule for a customs seizure: both ship at the buyer's own risk, regardless of the general policy above.

Question 7

I think I accidentally placed a duplicate order, can it be cancelled or merged?

Accepted Answer

If you resubmit an identical cart within 30 minutes of a paid order, our checkout recognises it automatically, blocks the second charge, and points you to your existing paid order instead of creating a new one. Outside that window, or if the two orders are not perfectly identical, contact support with both order numbers before either one ships. We cancel or merge them free of charge, the same as any other pre-shipment cancellation, but once an order has shipped it can no longer be cancelled or merged, only handled through the standard return and refund rules above.

Returns & Refunds