Refund Policy

Damaged, wrong or missing

Tell us within 72 hours of delivery, with a photograph, and the replacement ships at our cost. That covers a broken vial, a wrong line, a missing line, and a cold pack that arrived warm. No return is needed for a broken vial: a photograph is enough.

A package the carrier has marked delivered but you have not received is a carrier claim. Tell us and we will open it with the carrier on your behalf.

Change of mind

We do not offer a change-of-mind return. Orders are packed and shipped by our fulfilment partner, which does not take unopened stock back, so we do not promise it. Write to us before sending anything back.

Opened vials cannot be returned. We cannot verify how material has been stored once it has left our custody, and we will not put it back on the shelf for somebody else.

A lot that fails its specification

A lot that fails its own published specification is refunded in full, opened or not.

Cancelled orders

If we refuse or cancel an order, including under our Research Use Only Policy, we refund it in full.

How refunds are paid

Refunds go back to the original payment method within five working days of the return arriving, or of us agreeing a claim. Your bank then takes its own five to ten days.

Shipping is refunded when the fault was ours. It is not refunded on a change of mind.

Reaching a person

support@touchstonepeptides.com.