Returns and refunds
If we sent the wrong thing, missed something, or it arrived damaged, we replace it or refund it. Sealed research materials cannot come back for any other reason, and this page explains exactly why.
Why most of this cannot come back
Research materials are not ordinary retail goods, and this is the one part of buying from us that is genuinely less flexible than buying almost anything else.
Once a vial has left our control we have no way to establish how it was stored, whether it was opened, or what it has been exposed to. A peptide that has spent a fortnight at room temperature in a car looks identical to one that never left the fridge. If we accepted it back and resold it, the certificate on file would no longer describe the material in the vial — and the batch documentation this whole catalogue is built on would be worth nothing.
So a change of mind, a compound that turned out not to suit the study, or an order placed for the wrong strength are not returnable once shipped. We would rather say that plainly here than at the point you ask.
What we will always put right
Four things are our problem, not yours. In each case you get a replacement or a full refund, including what you paid for delivery, and you choose which:
- We sent the wrong compound, the wrong strength or the wrong quantity
- Something on the order is missing from the parcel
- A vial arrived broken, cracked, unsealed or leaking
- The material is defective — for example, a vial that will not reconstitute as its own certificate describes
The first 48 hours
Open the parcel and check it against your order confirmation when it arrives, not when you come to use it. Count the vials, read the labels, and look at the seals.
Tell us within 48 hours of delivery if anything is wrong. That window is short because it is the period in which a claim can still be evidenced — after it, neither we nor the carrier can distinguish a transit fault from something that happened in your laboratory. Beyond 48 hours we treat the delivery as accepted, subject always to the statutory rights below, which no policy of ours can remove.
If you are away when a parcel lands, tell us as soon as you open it and say when it arrived. We would rather hear late than not at all.
Starting a claim
Email us within 48 hours
Write to [email protected] with your order reference and what is wrong. Photographs of the outer packaging, the vial and its label settle most claims in one message rather than three.
Wait for the go-ahead
We reply with a decision and, where a return is needed, written instructions and an address. Do not post anything before that: an unannounced parcel cannot be matched to an order or accounted for on arrival, and we cannot treat it as a return.
Send it back sealed
Vials go back unopened, in their original packaging, using a tracked service. Keep the proof of posting. Until it reaches us the parcel is your risk, unless we have agreed otherwise in writing.
We check and settle
Once we have inspected it we issue the replacement or the refund. Refunds go to the card or account that paid, and take 5 to 7 working days to appear once we have released them.
How the money comes back
Refunds are returned to the original payment method. We cannot send one to a different card, a different account or as store credit — the money travels back the way it came.
Where the fault was ours, the delivery charge is refunded with the goods. Where a return is accepted for another reason, the original delivery charge is not refundable and the return postage is yours.
A replacement ships on the same terms as the original order and is dispatched to the same schedule as anything else.
Exchanges
We exchange an item for the same item where it arrived wrong, damaged or defective. We do not exchange one compound for another, or one strength for another, once an order has shipped — that is a return, and returns are limited to the four cases above.
When we say no
Cedar Peptides may decline a return where the vial has been opened, reconstituted, decanted, relabelled or tampered with; where the claim falls outside the 48-hour window without explanation; where the goods came back without authorisation; or where the evidence does not support the claim made.
A refusal is a decision about one claim. It is not an accusation, and it does not affect your ability to order again. If you think we have it wrong, reply and say so — a second person will look at it.