1Non-Returnable Items

For hygiene and sterility reasons, the following items cannot be returned or exchanged once the packaging has been opened, and are not eligible for a “changed my mind” return under any circumstances:

• Bacteriostatic Water
• Syringes
• Needles and Tips
• Starter Kits (as these bundle sterile consumables alongside reusable parts)
• Vials and cartridges sold individually

This exclusion is standard practice for single-use, sterility-sensitive medical and injection-adjacent accessories, and exists to protect every customer from receiving previously opened items. It does not affect your right to a replacement or refund if an item from this category arrives faulty or damaged — see Section 5.

2Returnable Items

The following reusable, non-consumable items can be returned within 30 days of delivery, provided they are unopened, unused, and in their original packaging with all parts included:

• Cases & Storage
• Pens (device only — excludes any bundled needles)

Items returned used, damaged through misuse, missing parts, or without original packaging may be refused or subject to a reduced refund reflecting the loss in value.

3How to Start a Return

To start a return for an eligible item, contact us at peptideparlour@gmail.com with your order number and the reason for return. We will confirm eligibility and provide return instructions. Please do not send items back before receiving confirmation, as returns sent without prior authorisation may not be accepted.

4Refunds

Once we receive and inspect your returned item, we will notify you whether the refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Please note it can take additional time for your bank or card provider to process and post the refund.

5Faulty or Damaged Items

If any item — including items from our non-returnable category — arrives faulty, damaged, or defective, please contact us at peptideparlour@gmail.com within 48 hours of delivery with your order number and photos of the issue. We will arrange a replacement or full refund, including return shipping costs where applicable. This applies regardless of which category the item falls under in Sections 1 and 2.

6Wrong Item Received

If you receive an item you did not order, please contact us within 48 hours of delivery and we will arrange for the correct item to be sent and the incorrect item collected, at no cost to you.

7Return Shipping Costs

For eligible “changed my mind” returns under Section 2, return shipping costs are the responsibility of the customer unless the item is faulty, damaged, or was sent in error, in which case Section 5 or 6 applies instead. We recommend using a tracked shipping service, as we cannot take responsibility for items lost in transit back to us.

8Cancellations

If you need to cancel or amend an order, please contact us as soon as possible at peptideparlour@gmail.com. We are able to cancel or amend orders that have not yet been dispatched. Once an order has been dispatched, it is subject to the return terms above rather than cancellation.

9Your Statutory Rights

Nothing in this policy affects your statutory rights under UK consumer law, including your rights under the Consumer Rights Act 2015 in respect of goods that are faulty, not as described, or not fit for purpose. Where goods purchased online are covered by the Consumer Contracts Regulations, this policy is intended to operate alongside, not instead of, those rights.

10Contact

Questions about returns or refunds should be sent to us using the details below.