Returns & Refunds

The nature of what we sell

Symax Peptides supplies sterile, lyophilised research compounds in sealed single-use vials. Once a vial has left our controlled storage we cannot verify how it has been handled, so it cannot be returned to stock or resold. Our returns policy reflects that reality: we do not operate a change-of-mind return window, but we stand fully behind the integrity of what we ship.

Right of withdrawal

Our products are supplied to qualified researchers, institutions and businesses for laboratory use. Sales of this kind fall outside the statutory consumer right of withdrawal. In addition, under EU consumer law, sealed goods that are not suitable for return for health protection or hygiene reasons are exempt from withdrawal once unsealed.

If you believe you have purchased as a consumer and that a statutory right applies to your order, contact us and we will assess your case individually.

What we will always put right

We will replace or refund, at your choice, any order where:

• the vial or its contents arrived damaged;
• you received a different item or quantity than you ordered;
• the material does not match the Certificate of Analysis supplied for that batch.

Where a claim is approved we cover the cost of the replacement and any return shipping. You are never out of pocket for our error.

How to raise a claim

Email research@symaxpeptides.com within 14 days of the delivery date with:

• your order number;
• the batch number printed on the vial;
• photographs of the outer packaging, the vial and its label, where damage or a mix-up is involved.

Do not discard the packaging until the claim is closed, carriers frequently require it as evidence.

Assessment and resolution

We acknowledge every claim within one business day and aim to reach a decision within five. Where analytical verification is needed we may ask you to return the vial; we will send a prepaid label and cover the cost.

Approved claims are resolved by replacement from the next available batch, or by a full refund including the original shipping charge, whichever you prefer.

What we cannot accept

We are unable to accept returns or issue refunds where:

• the vial has been opened, reconstituted or otherwise used;
• the product has been stored outside the conditions stated on the label or in our shipping policy;
• the claim is raised more than 14 days after delivery;
• delivery failed because an incorrect or incomplete address was supplied at checkout;
• the product performed differently than expected in your own experimental conditions, purity and identity are certified per batch, but research outcomes are not.

Refund method and timing

Approved refunds are issued to the original payment method. We process them within 14 days of approving the claim; how quickly the money appears then depends on your bank or card issuer, typically a further 3-10 business days.

Cancelling before dispatch

If your order has not yet been dispatched we can cancel it in full and refund you. Because we pack within 24 hours, email us as soon as possible and mark the subject line Cancellation with your order number.