Refunds & Returns Policy

Last updated: 23 October 2026

1. Introduction

This policy explains cancellation rights, returns, refunds and remedies for products purchased from G11 Peptides.

All products are supplied strictly for legitimate laboratory research use only, not for human or veterinary use.

We do not offer additional voluntary change-of-mind returns unless expressly agreed.

Nothing in this policy excludes or restricts rights under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 or other applicable legislation.

2. Statutory Consumer Cancellation Rights

For eligible online consumer purchases, you generally have the right to cancel within 14 days after receiving the goods, without giving a reason.

Where a single order is delivered in multiple instalments, the cancellation period generally runs from receipt of the final instalment.

You may also cancel before delivery.

To exercise the right, notify us of your decision before the cancellation period expires.

You may email info@g11peptides.co.uk or use the model cancellation form at the end of this policy.

A clear statement of your decision is sufficient. You do not have to use our form.

Where a statutory exemption applies, the cancellation right may not be available. Exemptions are applied only where the legal requirements are met.

The research-only designation, specialist nature or temperature sensitivity of a product does not automatically remove statutory cancellation rights.

3. Returning Goods After Cancellation

Following a valid cancellation, you must return the goods without undue delay and generally within 14 days after notifying us of cancellation, unless we agree to collect them.

Contact us for return instructions and the appropriate return address.

Do not send products to an address without confirming that it accepts returns.

For ordinary change-of-mind cancellation, the customer bears the direct cost of returning goods where that responsibility was properly disclosed before purchase.

We bear return costs where required by law, including where applicable in connection with faulty or misdescribed goods.

Customers should package returns appropriately to prevent avoidable transit damage.

4. Condition of Returned Goods

Consumers may examine goods to the extent necessary to establish their nature, characteristics and functioning, as permitted by law.

Where handling goes beyond what is necessary for that purpose, a lawful deduction for diminished value may apply.

Opening, unsealing or using goods may affect cancellation rights where a specific statutory exemption applies, or may affect the assessment of diminished value.

We do not apply a blanket rule that all opened research materials are non-returnable.

Any statutory exemption will be assessed according to the actual product, packaging and circumstances.

These rules do not remove remedies for goods that were faulty or misdescribed when supplied.

5. Refunds Following Statutory Cancellation

Where a consumer validly cancels an eligible distance contract, we will refund payments received for the cancelled goods and the applicable standard outbound delivery charge, as required by law.

If the customer selected a delivery service more expensive than our least expensive standard delivery option, we are not required to refund the additional cost of that premium service unless otherwise required by law.

Refunds will be made without undue delay and generally within 14 days after we receive the returned goods or evidence that they have been sent back, whichever is earlier.

Where goods have not yet been supplied, the applicable refund period runs from notification of cancellation.

We may withhold a refund for returned goods until receipt of the goods or evidence of their return, as permitted by law.

Refunds will normally be made using the original payment method unless the customer expressly agrees otherwise.

No refund fee will be charged.

6. Faulty, Damaged or Misdescribed Goods

Customers have statutory rights where goods are faulty, damaged, misdescribed or otherwise fail to conform to the contract.

Depending on the circumstances and applicable law, remedies may include rejection and refund, replacement, price reduction or other appropriate relief.

For consumer purchases, relevant statutory rights include the short-term right to reject qualifying nonconforming goods, generally exercisable within 30 days, and further remedies where applicable.

A customer should contact us as soon as reasonably possible to help preserve evidence and enable an efficient investigation.

Nothing in this policy restricts the statutory rules concerning when a defect is presumed to have existed at delivery or the evidence required to establish a claim.

7. Reporting a Product Concern

Contact info@g11peptides.co.uk with:

• Your order number.

• The product concerned.

• A description of the reported issue.

• Any relevant supporting evidence reasonably available.

We may request photographs, relevant factual information, return of affected goods or an appropriate inspection where justified.

Customers should retain affected products and packaging where reasonably possible while the issue is investigated.

The absence of a particular photograph, document or item does not automatically invalidate a statutory claim.

We will consider the available evidence fairly and provide the remedy required where a failure to conform is established.

8. Storage, Handling and Customer-Caused Damage

Research materials may require appropriate storage and handling to preserve their condition.

We are not responsible for deterioration, contamination or damage to the extent established to have been caused by customer misuse, unsuitable storage, improper handling, alteration or another matter for which we are not legally responsible.

A reported product issue does not automatically prove that the goods were defective when supplied.

Equally, we will not assume customer misuse without a reasonable evidential basis.

Products being opened, prepared or handled does not automatically remove statutory rights concerning a defect existing when the goods were supplied.

9. Incorrect or Missing Products

If you receive an incorrect product or an incomplete order, contact us with your order number and details of the discrepancy.

We may request reasonable supporting information to investigate.

Where we have supplied the wrong goods or failed to supply contracted goods, we will provide the appropriate remedy required by law.

Customers will not be required to bear costs that the law places on us.

10. Unauthorised Product Use

Products are not supplied for human or veterinary consumption, injection or administration.

Use outside the stated research purpose is prohibited under our Terms of Service.

We are not responsible for losses caused by unauthorised use to the extent that we are not legally liable.

Unauthorised use does not automatically extinguish unrelated statutory rights concerning the original condition or description of goods.

11. Business Purchases

Where goods are purchased wholly or mainly for business purposes, consumer-specific cancellation rights may not apply.

Business customers retain the contractual and statutory rights applicable to their transactions.

A research-use designation does not, by itself, establish that a transaction is business-to-business.

12. How to Contact Us

For cancellations, returns, refunds or complaints:

G11 Peptides

Email: info@g11peptides.co.uk

Model Cancellation Form

Complete and send this form only if you wish to cancel an eligible contract. You may instead send any other clear cancellation statement.

To: G11 Peptides
Email: info@g11peptides.co.uk

I hereby give notice that I cancel my contract for the sale of the following goods:

Products: __________________________

Order number: ______________________

Ordered on: ________________________

Received on: _______________________

Customer name: _____________________

Customer address: __________________

Date: ______________________________

Signature (only if submitted on paper): __________________