Terms
Returns policy
We work with biologically active compounds that travel cold-chain. That is why our return terms are strict: please review your order carefully before confirming it.
We do not accept returns
Once an order has shipped we do not accept returns or exchanges, and we do not issue refunds for a change of mind or because the product is no longer needed.
The reason is not commercial: once a peptide vial leaves our control it can no longer re-enter the supply chain. A single break in the cold chain — impossible to verify after the fact — is enough to degrade the compound. Passing it on to another customer would be scientifically irresponsible.
The one exception: damaged, incorrect or defective orders
If your order arrives broken, with the thermal packaging compromised, containing a different product from the one you ordered, or with a verifiable defect, we will put it right. At no cost to you.
Write to us within 48 hours of delivery, including:
- 1 Your order number (PEP-XXXXXXXX).
- 2 Photographs of the problem: the vial, the label showing the lot number, and the packaging exactly as it reached you.
- 3 A short description of what happened.
Send it all to info@europeptiva.com. Each case is reviewed individually and we will come back to you with a resolution — replacement or refund — within a maximum of 5 working days.
After those 48 hours we can no longer attribute the problem to transport, so it is the only window we can guarantee. Keep the packaging until you have checked that everything is in order.
What is not covered
- ✕ A change of mind, an order duplicated by mistake, or a product you no longer need.
- ✕ Vials that have been opened, reconstituted or handled, unless the defect was evident before opening.
- ✕ Degradation caused by incorrect storage after delivery. Storage conditions are given on every product page and in the FAQ.
- ✕ Experimental results that fall short of your expectations. Products are sold with their certificate of analysis, with no guarantee of performance in any specific application.
- ✕ Failed deliveries caused by an incorrect address or by not collecting the parcel in time.
What if the order has not shipped yet?
As long as the order has not been prepared, it can be cancelled at no cost: write to info@europeptiva.com as soon as possible with your order number. Bear in mind that orders confirmed before 12:00 ship the same day, so the window is short. If you have already paid, the refund is issued to the original payment method.
Right of withdrawal and legal basis ▼
As a general rule, European legislation grants consumers a 14-calendar-day right of withdrawal on distance purchases.
That right does not apply to EuroPeptiva products, under article 103 of Spanish Royal Legislative Decree 1/2007 (the consolidated Consumer Protection Act), which expressly excludes:
- Sealed goods which are not suitable for return for health protection or hygiene reasons and which have been unsealed after delivery (art. 103.e).
- Goods liable to deteriorate or expire rapidly (art. 103.d), which is the case for compounds requiring a cold chain.
By confirming your order you expressly accept these terms, which are disclosed to you before purchase as the legislation requires. This exclusion does not affect your statutory rights in the event of a defective, damaged or non-conforming product, which are covered by the section above.
Remember that all products are sold exclusively for in vitro scientific research. They are not suitable for human or veterinary consumption, and improper use gives no right to a return or refund.