PEPTIDÁE

Returns and Complaints Policy

Last Updated: July 1, 2026

Scope

This Returns and Complaints Policy sets out the conditions under which products sold by PEPTIDÁE may be subject to a complaint or replacement.

All products marketed by PEPTIDÁE are intended exclusively for laboratory research purposes and are supplied within Business-to-Business (B2B) commercial relationships.

By placing an order, the customer confirms that they are acting in a professional capacity and agree to this Policy.

Right of Withdrawal

Products sold by PEPTIDÁE are offered exclusively within Business-to-Business (B2B) commercial relationships and are intended for legal entities, institutions, laboratories, research organizations, and other professionals purchasing products for the purposes of their professional activities.

By placing an order, the customer declares and confirms that they are acting in the course of their business or professional activity and not as a consumer within the meaning of applicable consumer protection legislation.

Accordingly, the statutory 14-day right of withdrawal applicable to distance contracts concluded with consumers does not apply to orders placed through this website.

PEPTIDÁE does not accept product returns for reasons including, but not limited to:

change of mind
changes in research requirements
ordering the wrong product
or any other reason not attributable to PEPTIDÁE
This limitation does not affect the customer's right to submit complaints under this Returns and Complaints Policy, including cases involving products damaged during transportation, incorrect products shipped, or incomplete deliveries.

General Returns Policy

Due to the nature of the products sold and their exclusive intended use for laboratory research, PEPTIDÁE does not accept returns and does not provide refunds for products that have been delivered correctly.

Returns will not be accepted in the following situations:

change of purchase decision
ordering the wrong product
purchasing a larger quantity than required
incompatibility of the product with the customer's research applications
any other reason not attributable to PEPTIDÁE.

Situations in Which Complaints Are Accepted

PEPTIDÁE will review and process complaints in the following situations:

a) Product Damaged During Transport

If the packaging or product has been damaged during transportation, the customer must:

inspect the parcel immediately upon delivery
take photographs of the outer packaging, inner packaging, and damaged products
retain all packaging materials
notify PEPTIDÁE within 3 business days of delivery

Depending on the circumstances, PEPTIDÁE may:

replace the damaged product
ship any missing product
provide another appropriate commercial solution

b) Incorrect Product Shipped

If PEPTIDÁE has mistakenly shipped a product different from the one ordered, the customer must notify us within 3 business days of receiving the shipment.

After verification, PEPTIDÁE will bear the costs necessary to resolve the issue and will dispatch the correct product as quickly as possible.

c) Missing Products

If an order is delivered incomplete, the customer must notify us within 3 business days of receiving the shipment.

After verification of the shipping documentation, any missing products will be dispatched at no additional cost.

Situations in Which Complaints Cannot Be Accepted

Complaints will not be accepted if:

the product has been improperly stored or handled after delivery
security seals have been damaged or removed and the complaint concerns product integrity
the product has been used for purposes other than laboratory research
the complaint notification period has expired
the damage resulted from improper handling by the customer or any third party after delivery

Complaint Submission Procedure

To facilitate the prompt resolution of a complaint, please provide:

order number
invoice number (if applicable)
detailed description of the issue
clear photographs of the product and its packaging
any other relevant information relating to the incident
Incomplete requests may require additional information before they can be reviewed.

Complaint Resolution

Following verification of the information provided, PEPTIDÁE may, where appropriate:

replace the product
ship any missing products
correct the order
issue a credit note or refund the value of the affected product if replacement is not possible
The appropriate resolution will be determined based on the specific circumstances of each case.

Limitation of Liability

PEPTIDÁE's liability is limited to the value of the affected products included in the order.

PEPTIDÁE shall not be liable for any indirect losses, commercial losses, business interruption, loss of profits, research costs, or any other damages arising from the use or inability to use the products.

Compliance

All products sold by PEPTIDÁE are supplied exclusively for laboratory research purposes and are intended for Business-to-Business (B2B) commercial relationships.

By placing an order, the customer confirms that they understand the nature of the products and accept this Returns and Complaints Policy.

Contact

For any complaint or enquiry regarding an order, please contact our support team using the contact details available on the Contact page.

We are committed to reviewing every request promptly and providing a fair and professional resolution.

LEGAL DISCLAIMER

The products offered on this website are intended exclusively for laboratory research purposes. They are not medicines, dietary supplements, cosmetic products, or products intended for human or veterinary use.

By purchasing products from this website, customers confirm that they comply with all applicable laws and regulations in their respective jurisdiction.