Returns and complaints
How to withdraw from a purchase, when that right does not apply, and how a complaint about a batch is handled.
Last updated: 14 August 2026
This page describes the terms of a sale: delivery, payment and the right to withdraw. No order can be placed today. The page stays published because it describes the terms that would apply if selling resumed.
The rights below apply across the EU and are stated accurately. What is not yet stated is the address to return goods to, because the seller is not registered yet. This shop is not trading, so nothing has been sold that could need returning.
Fourteen days to change your mind
You may withdraw from a purchase within 14 days without giving any reason. The period runs from the day you, or someone you nominate, take physical possession of the goods - not from the day you ordered. If an order arrives in several parcels, it runs from the last one.
Tell us by any clear statement, to kontakt@peptorium.eu. Sending the goods back without a word also counts. You do not have to use a form.
What you get back
The full price, plus the standard delivery cost you paid on the way out. If you chose a faster delivery than our cheapest standard option, the difference is not refunded.
We refund within 14 days of being told, by the same means you paid with, at no charge to you. We may hold the refund until the goods are back with us or you have shown they were sent.
Sending the goods back
Within 14 days of telling us. You bear the cost of return postage. You are liable only for any loss in value caused by handling beyond what is needed to establish what the goods are and that they work.
When the right does not apply
EU law removes the right to withdraw for sealed goods that are not suitable for return on grounds of health protection or hygiene, once the seal is broken after delivery. That exception can apply to a sealed vial.
We do not rely on it here. Relying on it requires a seal a buyer can see they have broken, and the packaging is not described that way on this site. If that changes, this page will say so before the change takes effect, not afterwards.
If something is wrong with the goods
Separately from withdrawal, you have the legal guarantee that goods match their description. Where a certificate of analysis is published for the batch printed on the vial, it is part of that description, and material that does not match it is defective. The right to a remedy is not limited to 14 days.
Reporting a certificate that does not match
If a certificate is ever published here and the report does not match the label, or the label carries a number nothing here covers, write to kontakt@peptorium.eu with a photograph of the vial. These are dealt with first, because they can mean material that did not come from us.
Dispute resolution
If we cannot settle a complaint between us, you may use the European Commission's online dispute resolution platform, and you keep every right you have under the consumer law of the country you live in. Nothing on this page limits those rights.