Legal
Refund & Returns Policy
Last updated: October 2026
This policy explains when British Labs Peptides accepts cancellations, returns and refunds. Products are supplied for laboratory research use only.
1. About this policy
This policy explains when you can cancel an order, return products or receive a refund from British Labs UK.
www.britishlabs.uk is a trading name of DEININGER MARKETING LTD, registered in England and Wales under company number 15398796, registered office 71-75 Shelton Street, Covent Garden, London, WC2H 9JQ (“we”, “us”, “our”). This policy forms part of our Terms & Conditions and should be read with our Research Use Only Policy.
If you buy as a consumer, nothing in this policy affects your statutory rights. Section 8 applies only to business and institutional customers.
2. Cancelling before dispatch
You can cancel any order free of charge until it has been dispatched, and we refund everything you paid, including delivery.
To cancel, email info@britishlabs.uk with your order number as soon as possible. Once we have handed the parcel to the carrier, sections 3 to 6 apply instead.
3. Sealed lyophilised products
Once a vial’s seal has been broken, the product cannot be returned or refunded unless it is faulty.
Our peptides are supplied as lyophilised (freeze-dried) material in sealed vials. To protect the integrity of the material and prevent contamination, we cannot accept the return of any vial whose seal has been opened, removed or damaged after delivery. This is permitted under regulation 28(1)(c) of the Consumer Contracts Regulations 2013 for goods sealed for health protection or hygiene reasons.
If you are a consumer and the seal is intact, you may cancel within 14 days of delivery. Tell us by email within that period, then return the products unopened, in their original packaging, within 14 days of telling us. You pay the cost of returning them, and returned items remain your responsibility until we receive them.
We may reduce the refund if the products have been handled beyond what was needed to inspect them, for example if storage labels are removed or packaging is damaged by you.
4. Damaged, incorrect or faulty items
If an item arrives damaged, incorrect or faulty, please report it within 7 days of delivery so we can claim against the carrier quickly.
Reporting later does not remove your statutory rights, but it may make the cause harder to establish. Please email info@britishlabs.uk with:
- your order number and a short description of the problem;
- at least three clear photos showing the outer packaging with the shipping label visible, the inner packaging, and the affected items;
- any video you have of the parcel being opened.
Keep all packaging until your claim is settled. To prevent fraud, we check submitted photos and videos, including their file metadata, for signs of editing or AI generation, as described in our Privacy Policy.
Items damaged in transit are our responsibility, not yours. Once a claim is confirmed, we will usually offer a replacement, as this is normally the quickest solution. If you are a consumer and report the problem within 30 days of delivery, you may choose a full refund instead. After 30 days, your rights under the Consumer Rights Act 2015 still apply.
5. Delivery and return costs
We refund delivery charges only up to the cost of our cheapest standard delivery option.
| Situation | Original delivery | Return postage |
|---|---|---|
| Cancelled before dispatch | Refunded in full | Not applicable |
| Unopened items returned within 14 days | Standard rate refunded; express or premium surcharge not refunded | Paid by you |
| Damaged, incorrect or faulty items | Refunded in full | Paid by us, or not needed |
6. Refused or undeliverable parcels
If you refuse a parcel or it is returned to us because the address was wrong or it was not collected, we treat this as a cancellation.
Once the parcel is back with us and the seals are intact, we refund the price of the products and the standard delivery charge, minus the actual cost the carrier charges us for the return. If you would like the parcel sent again instead, we will charge delivery again.
7. How refunds are paid
Refunds go back to the original payment method within 14 days.
For cancellations of unopened items, the 14 days run from the day we receive the items back, or from the day you show us proof of return postage, whichever is earlier. For damaged or faulty items, they run from the day we confirm your claim. We do not charge a fee for refunds.
8. Business and institutional customers
If you buy in the course of a business, laboratory or institution, sections 3 to 7 are replaced by the terms below.
- Orders cannot be cancelled or returned once dispatched, except for damaged, incorrect or faulty items.
- Damaged, incorrect or faulty items must be reported within 7 days of delivery, with the evidence listed in section 4. Later claims will not be accepted.
- After reviewing the evidence, we decide whether to replace the item, issue a partial or full refund, or decline the claim if the evidence is insufficient or inconsistent.
- Delivery charges are not refunded unless the problem was caused by our error.
Nothing in this section limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot be limited by law.
9. Contact
For cancellations, returns and claims, email info@britishlabs.uk with your order number.