Returns & Refunds

This policy applies to all orders placed on peptama.com. By completing a purchase, you acknowledge and agree to the terms set out below. We've structured this policy in compliance with EU consumer law while reflecting the legitimate exemptions that apply to laboratory research materials.

All sales are final

Peptama does not accept returns or issue refunds under standard circumstances. By placing an order, you confirm that:

Why we do not accept returns

Laboratory research materials are subject to strict integrity requirements. Once a product has left our temperature-controlled inventory, we cannot verify its handling, storage conditions, or whether seals have remained intact. Reselling returned materials would compromise the quality standards we maintain for every batch.

For this reason, our policy aligns with industry-standard practice for research-grade laboratory products and is supported by specific exemptions in EU consumer law (detailed below).

EU consumer law — legal exemption framework

European Union Directive 2011/83/EU (Article 16) sets out specific exemptions to the standard 14-day cooling-off period that applies to most online consumer purchases. Two of these exemptions apply directly to laboratory research peptides:

By proceeding with your order, you waive your standard 14-day right of withdrawal in respect of these specific exemptions. This waiver is valid under EU law because it applies to a category of goods to which the cooling-off period does not extend.

Limited exceptions — damaged or incorrect orders

We process every order with care, and every shipment is photographed, weighed, and sealed before dispatch. In the rare event that you receive a parcel that is visibly damaged in transit, or you believe you have received the wrong item, we will resolve the issue at no cost to you.

Lost shipments

If a tracking number shows no carrier movement for more than 7 business days after dispatch, contact us. We will open a claim with the carrier and, where the parcel is confirmed lost, we will reship the order at no additional cost or refund the purchase amount, at our discretion.

Order cancellation

Orders may be cancelled in full only before they have entered our dispatch process — typically within 1 hour of payment confirmation. Once an order has been packed for shipment, it is considered final and cannot be cancelled or modified.

To request cancellation, contact us as soon as possible at info@peptama.nl with your order number.

Conditions that void this policy

Chargebacks

Initiating a chargeback or payment dispute without first contacting us to resolve the issue is a violation of these terms. We maintain comprehensive documentation of every order — including order confirmations, dispatch photographs, weight records, carrier tracking, and a copy of this policy — which we submit to the relevant payment processor or bank to contest unwarranted claims.

If you have any concern about your order, please contact us first. We respond to every legitimate enquiry promptly and will work to resolve issues that fall within this policy.

Local pickup orders

Orders collected at our pickup location in Enschede are subject to the same final-sale terms above. We recommend inspecting your order before leaving the pickup location, as damage or incorrect-item claims for pickup orders must be raised at the time of collection.

Right to refuse

We reserve the right to refuse claims that do not meet the eligibility criteria set out in this policy, or where we suspect fraudulent activity, policy abuse, or repeat patterns of unfounded claims. We also reserve the right to decline future orders from accounts associated with chargeback fraud.