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BioPlex Peptides supplies research compounds intended for laboratory and analytical use only. We focus on product integrity, traceability, and controlled handling from dispatch through delivery. Because these items are research materials, our returns approach is more restrictive than typical retail returns. This protects laboratories and end users from contamination risk, storage uncertainty, and chain of custody breaks that can occur when research compounds move outside controlled supply conditions. We aim to resolve issues quickly and fairly, using clear evidence such as photos, order records, and delivery information. Where a genuine error has occurred, we will prioritise a practical resolution such as replacement or refund, depending on the circumstances. Nothing in this policy is intended to limit any rights that cannot legally be excluded under applicable law, but the nature of research compounds does limit what can be safely returned once dispatched.
Returns are only accepted where there is a clear fulfilment or transit issue supported by evidence. Accepted reasons include receiving the wrong item compared with your order confirmation, damage in transit, a missing item, or a confirmed fault on arrival. Because research compounds require controlled handling, we cannot accept returns for change of mind, ordering the wrong item, or where the product has been stored or handled outside our oversight after delivery. If the reason for return relates to a packing error, we may request images of the items received and the packaging layout to confirm the discrepancy. If the issue appears linked to courier handling, we will request packaging photos to help validate a claim. Our goal is to ensure that genuine issues are resolved without delay, while also protecting product integrity and preventing re entry of items with unknown storage history.
For safety and quality assurance reasons, we do not accept returns of research compounds that have been opened, unsealed, or show signs of tampering, relabelling, or damage unrelated to transit. We also cannot accept returns where storage conditions after delivery are unknown or appear inconsistent with safe handling, including exposure to heat, moisture, or prolonged time outside appropriate conditions. Returns sent without prior written authorisation are not accepted, as we must manage traceability and ensure the correct return process is followed. Items reported outside the stated reporting window are also excluded because late reports reduce our ability to verify transit conditions and evidence. This approach protects all customers, including laboratories that rely on controlled supply and consistent quality standards, and prevents the risk of compromised products being reintroduced into inventory.
Please report issues as soon as possible after delivery so we can investigate while evidence is still available. Contact us within 48 hours of delivery for damage, missing items, or incorrect items, and within 24 hours of delivery for other delivery related concerns. These timeframes are important because courier tracking, packaging condition, and delivery status are easier to confirm immediately after receipt. Delayed reporting can make it difficult to determine whether the issue occurred during transit or after delivery, particularly for temperature sensitive or handling sensitive research materials. When contacting us, include your order number and a short description of the problem. Where relevant, include photos showing the condition of the parcel and contents. We will review reports promptly and advise the next steps, including whether a replacement, refund, or partial refund is the most appropriate resolution.
If your parcel arrives damaged, keep all packaging and do not dispose of any internal materials until we advise. Packaging is often required to support courier investigations and helps us verify the nature of the damage. Please email your order number and provide clear photos of the outer box, inner packaging, and the product label. If there is visible damage to a vial, include close up images that show the issue clearly. Also include a brief description of what you observed, such as crushed corners, torn seals, leakage, or broken glass. If the damage appears severe, do not attempt to use or handle the contents beyond what is needed to document the issue. In some cases we may request additional angles or a photo of the courier label to confirm the shipment reference. Once reviewed, we will confirm the appropriate resolution.
If you believe you received the wrong item or an item is missing, please email us with your order number and a clear photo of everything received, laid out so each label can be read. This helps us confirm the fulfilment contents against the packing record. For missing item claims, we may ask for a photo of the internal packaging and any protective inserts, as small items can occasionally shift during transit. For incorrect item claims, please include a close up of the label showing the product name and strength, and where possible a photo of the packing slip if one was included. We may also review dispatch weight records and packing checks to verify what was shipped. Once confirmed, we will correct the issue by shipping the missing or correct item, or by issuing an appropriate refund where replacement is not suitable.
After reviewing your case, we will confirm the most appropriate resolution based on the evidence available and the nature of the issue. Where we confirm a fulfilment error or verified transit damage, we will normally offer a replacement shipped at no additional cost or a refund to the original payment method. In situations where only part of an order is affected, we may issue a partial refund or ship a replacement for the affected item only. Where stock availability affects replacement timing, we will tell you the available options so you can choose the most practical outcome. We aim to resolve matters fairly, without unnecessary delays, while also maintaining strict handling controls appropriate to research materials. In all cases, we reserve the right to request supporting information before confirming a refund or replacement, to ensure the process is accurate and evidence based.
Do not return any item without written authorisation from BioPlex Peptides. If a return is approved, we will provide return instructions, the correct return address, and any required reference details to include with your package. This protects both parties by ensuring the return can be identified and tracked from the moment it is shipped back. Returning without authorisation may result in refusal, and unauthorised parcels may not be eligible for a refund, especially where the contents cannot be verified or have unknown storage history. If a return is authorised, follow the instructions carefully, including packaging requirements and any documentation we ask you to include inside the parcel. If a parcel is returned without adequate protection and becomes damaged in return transit, it may affect eligibility for a refund or replacement. We recommend using a tracked service where a return is required.
If we confirm the error is ours or the product was damaged in transit, we will cover reasonable return shipping costs or arrange collection where suitable. In some situations, we may not require the physical return if the evidence is sufficient and return transport would introduce unnecessary handling risk. If a return is approved for any other reason, return shipping costs are the responsibility of the customer, and the return must still comply with our authorisation process and handling requirements. Where we cover return shipping, we may provide a specific service option or label to ensure tracking and consistent handling. We cannot accept responsibility for returns that are lost in transit if they are shipped without tracking. Always keep proof of postage and tracking details. We assess return shipping on a case by case basis, with the priority being product integrity and a fair, evidence supported resolution.
Due to the nature of our products, we dispatch Monday to Thursday. Orders placed after 12pm are processed the next working day. This dispatch schedule supports appropriate handling and reduces the risk of parcels sitting in courier networks over weekends. Delivery timeframes vary by destination and courier service selection, and while we work to dispatch promptly, we cannot control courier delays once the parcel is in transit. For international orders, we will contact you once your parcel has been booked with DHL. Please allow up to 24 hours for the booking process. After booking, DHL will provide tracking updates directly, including scans and estimated delivery progress. If you believe your parcel is delayed or has not moved within a reasonable timeframe, contact us with your order number and we will assist by checking the booking details and courier status. Always verify your delivery address at checkout to avoid delays.
Trade supply orders and bulk purchase range orders are handled differently from standard retail style orders because they may involve procurement allocation, reserved production, or factory dispatch coordination. For trade supply, once payment has been made and we have placed or funded your order with our factory or manufacturing partner on your behalf, no refunds can be issued for that trade supply order. This is because those funds are committed to production or allocation and cannot be recovered once the supplier process has been initiated. We will always aim to confirm key order details before this stage where possible, including product name, strength, quantity, and any required documentation. If there is an issue with a trade supply shipment on arrival such as confirmed damage, missing items, or an incorrect item, we will investigate and work toward a practical resolution, which may include replacement where supported by evidence. However, the refund restriction described above applies once factory payment has been made.
All items supplied are intended strictly for laboratory research purposes only. Due to the nature of these products and the controlled handling requirements, we do not accept returns or offer refunds once an order has been dispatched.
Customs clearance and import eligibility are the responsibility of the purchaser. By placing an order, you confirm that you have checked and understand the relevant import rules, restrictions, and any licensing requirements that may apply in your country or region. We cannot provide advice on local regulations and we cannot be held liable for delays, additional charges, inspections, or non delivery arising from customs processes.
If an order is held, refused, or seized by customs, or if importation is prohibited or restricted in the destination country, no refund or replacement will be issued. This includes cases where the shipment is destroyed, returned to sender, or otherwise not released for delivery. We also do not offer reshipments for customs seizures.
If you have questions about an order, delivery, trade supply, or any product information, our team is here to help. Please email us with your order number and a brief summary of your enquiry so we can respond quickly and accurately. For returns, refunds, or policy related questions, include any relevant photos or supporting details where applicable.
