Last Updated: 22 October 2026
At Depot-Pharm Peptides, we take care to ensure that all orders are processed accurately, securely packaged and dispatched in excellent condition.
Due to the specialised nature of our research products and their sensitivity to storage, temperature and handling conditions, we operate a strict returns policy to protect product quality and integrity.
Please read the following terms carefully before placing an order.
1. Damaged, Defective or Incorrect Products
If you receive a damaged, defective or incorrect product, please contact info@depot-pharm.com as soon as possible, preferably within 7 days of delivery.
Please provide:
- Your order number.
- A brief description of the issue.
- Clear photographs of the product and packaging, where available.
We will review your request and may ask for additional information or request that the product be returned for inspection.
Where a product is confirmed to be faulty, damaged or incorrectly supplied, we will provide an appropriate replacement, refund or other remedy in accordance with applicable law.
The recommended 7-day notification period does not limit your statutory rights.
2. Unwanted Products, Change of Mind & Restocking Fees
Due to the specialised nature of our research products, we cannot guarantee their integrity once they have left our controlled storage environment.
Products returned after delivery may no longer be suitable for resale, particularly where appropriate storage and handling conditions cannot be verified.
Business-to-Business (B2B) Orders
We do not normally accept returns for:
- Change of mind.
- Incorrect product selection.
- Products no longer required.
- Products ordered in excess quantities.
Any return accepted at our discretion must receive written authorisation before being sent back.
A 25% restocking fee will apply to all approved discretionary B2B returns, calculated on the purchase price of the returned products.
Products must be unopened, unused, in their original packaging and in a condition acceptable for return.
We reserve the right to refuse discretionary returns where product integrity, packaging or storage conditions cannot be verified.
Return shipping costs are the customer’s responsibility unless otherwise agreed.
Consumer Orders
Where a customer qualifies as a consumer under UK law, applicable statutory cancellation rights will be respected.
Eligible online purchases may be cancelled within 14 days of receiving the goods, without providing a reason.
Customers must then return the goods within 14 days of notifying us of cancellation, unless otherwise agreed.
Certain products may be exempt from cancellation rights where the relevant legal requirements are met, including qualifying sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed, or goods liable to deteriorate or expire rapidly.
The 25% restocking fee does not apply to valid statutory cancellations.
Where permitted by law, deductions may be made for diminished product value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.
Customers are normally responsible for direct return shipping costs for change-of-mind cancellations, provided these costs were disclosed before purchase.
3. Return Authorisation
All returns must be requested through info@depot-pharm.com before products are sent back.
Please do not return products without first contacting us.
We will provide the appropriate return instructions and return address by email.
For discretionary returns, prior written authorisation is required.
For statutory consumer cancellations, contacting us by email is sufficient to notify us of your decision to cancel. Our authorisation is not required to exercise that legal right.
We recommend using a tracked delivery service when returning products.
4. Order Cancellation
If you wish to cancel an order, please contact info@depot-pharm.com as soon as possible.
If your order has not been dispatched, we will normally be able to cancel it and issue a full refund.
Once an order has been dispatched, cancellation and return requests will be handled in accordance with the applicable terms of this policy and any statutory rights.
We reserve the right to cancel orders where there are reasonable concerns regarding payment security, fraud, product availability or legal and regulatory compliance.
Where we cancel an order before fulfilment, any payment received for undelivered products will be refunded.
5. Lost, Delayed or Missing Parcels
All UK orders are dispatched using Royal Mail Tracked 24.
If your parcel is delayed or missing, please contact us with your order number.
We will investigate the matter with Royal Mail and may request additional information to assist with the investigation.
Where a parcel is confirmed lost, or where a refund or replacement is otherwise required by law, we will provide an appropriate resolution.
If tracking indicates that a parcel has been delivered but you have not received it, please notify us promptly.
We may request confirmation of the delivery circumstances and investigate the tracking information, delivery photograph or GPS delivery record where available.
A tracking status marked as delivered does not automatically remove any responsibility we have under applicable consumer law.
6. Shipping & Delivery
Orders are normally processed and dispatched within 1–2 working days, Monday to Friday, excluding UK bank holidays.
All UK orders are shipped using Royal Mail Tracked 24.
Royal Mail Tracked 24 aims to deliver within one working day after dispatch.
Next-day delivery is not guaranteed.
Delivery times may be affected by courier operations, adverse weather, public holidays or other circumstances beyond our reasonable control.
Tracking information will be provided once an order has been dispatched.
Any applicable statutory delivery deadlines and customer remedies remain unaffected.
7. Refunds & Processing
Approved refunds will be issued to the original payment method unless otherwise agreed or required by law.
For approved discretionary B2B returns, the applicable 25% restocking fee and any agreed return charges will be deducted from the refundable amount.
Where a statutory consumer cancellation applies, refunds will be processed within the legally required timeframe, including applicable standard delivery charges.
For qualifying consumer cancellations, we may withhold reimbursement until we have received the returned goods or evidence that they have been sent back, whichever occurs first.
For faulty, damaged, incorrect or misdescribed goods, we will provide refunds or other remedies in accordance with applicable law without applying a restocking fee.
The time taken for a processed refund to appear in your account may depend on your bank or payment provider.
8. Product Storage & Handling
Our research products may require specific storage and handling conditions to maintain their integrity.
Customers are responsible for following the storage instructions supplied with their products.
For discretionary returns, products showing evidence of improper storage, handling, opening, tampering or damage may be rejected.
These conditions do not exclude statutory remedies where products were faulty, misdescribed or otherwise non-compliant at the time of supply.
9. Duplicate Deliveries & Returned Parcels
If a replacement or refund has been issued for a missing parcel and the original shipment subsequently arrives, please contact us promptly so that an appropriate resolution can be arranged.
Where a parcel is returned to us due to an incorrect address, refusal of delivery or failure to collect, we will contact the customer regarding redelivery or any applicable refund.
Reasonable additional delivery or return charges may apply where legally permitted and where the customer was informed of the relevant terms.
No charges will be imposed where prohibited by applicable consumer law.
10. Contact Us
For returns, cancellations, damaged products or delivery enquiries, please contact:
Depot-Pharm Peptides
Email: info@depot-pharm.com
Website: www.depot-pharm.com
Please include your order number when contacting us about an existing purchase.
Nothing in this policy excludes, restricts or overrides your statutory rights under applicable UK consumer law.