Returns &
Refunds
We stand behind the quality of every order. If something isn't right, we'll make it right.
Last updated: 14 June 2026
What Can Be Returned?
Eligible for Return
- Item arrived damaged or visibly compromised
- Incorrect product or SKU received
- Item missing from your order
- Sealed, unopened item with intact peptide seal returned within 14 days
Not Eligible
- Peptide seal has been broken or tampered with
- Bacteriostatic water has been added to the compound
- Items returned after 14 days without prior agreement
- Products purchased in error (change of mind)
- Items without original packaging or documentation
Once the peptide seal is broken or bac water is added, no refund can be issued
How to Start a Return
Contact Us
Email us via the contact page within 48 hours of delivery for damaged/incorrect items, or within 14 days for unopened returns. Include your order number and a brief description.
Provide Evidence
For damaged or incorrect orders, attach clear photographs of the outer packaging and the item(s) received. This helps us resolve your case as quickly as possible.
Return Authorisation
Once approved, we will issue a Return Merchandise Authorisation (RMA) number and provide return instructions. Do not send items back without an RMA — they cannot be processed.
Refund or Replacement
Upon receipt and inspection of the returned item, we will process your refund or dispatch a replacement within 3–5 business days. Refunds are issued to the original payment method.
Common Questions
Q.How long do refunds take to appear?
Once processed, refunds typically appear on your statement within 3–7 business days depending on your card issuer or bank.
Q.Who pays for return postage?
For damaged, incorrect, or missing items, we cover return postage costs. For change-of-mind returns on unopened items, the customer is responsible for return shipping.
Q.Can I exchange a product instead of getting a refund?
Yes — if you would prefer a replacement or exchange rather than a refund, please state this when contacting us. Exchanges are subject to stock availability.
Q.What if my item was lost in transit?
If your tracked order shows no movement for more than 7 business days, please contact us. We will investigate with the carrier and arrange a replacement or refund if the item is confirmed lost.
Q.Can I cancel my order after placing it?
Orders can only be cancelled before dispatch. Please contact us immediately if you need to cancel. Once dispatched, the standard returns process applies.
Need Help?
Get in Touch
Our team is on hand to resolve any issues with your order as quickly as possible.