Returns and Refunds
This returns and refunds policy explains your cancellation rights, the limited cases where a return is not possible, and how to resolve a damaged or incorrect order. Nothing here affects your statutory rights.
Table of Contents
Your Right to Cancel
Under the Consumer Contracts Regulations 2013 you may cancel most orders within 14 days of receiving them, without giving a reason, and return the goods within a further 14 days. Items must be unopened, unused and in their original sealed packaging. Refunds under this returns and refunds policy cover the price paid for the goods.
When Returns Are Not Possible
There is an important exception with materials of this type. Once a sealed research product has been opened, it cannot be returned for health protection and product integrity reasons, because we have no way to verify how it was stored or handled once it left our control. Cold chain materials that have been out of our custody cannot be restocked and resold safely, and we will not do so.
- Opened or unsealed products cannot be returned unless faulty.
- Products stored outside 2 to 8 degrees after delivery cannot be returned.
- Products with damaged or missing labelling applied after delivery cannot be returned.
Damaged or Incorrect Orders
If your order arrives damaged, incomplete or incorrect, this returns and refunds policy applies differently and more generously. Photograph the outer packaging and the contents and contact us within 48 hours of delivery. We will replace the item or refund it in full, including delivery, and we will cover the cost of any return postage. You do not lose that right because a seal is broken when the damage is the reason.
How to Start a Return
Send us a message through our contact page with your order number, what you are returning and why. We will confirm the return address and next steps. Please do not send anything back before contacting us, because unannounced returns are difficult to match to an order and slow your refund down.
Refund Timescales
Once we receive and check a returned item, refunds are processed within 5 working days to the original payment method. Your bank may take a further few days to show it. For damaged or incorrect orders we usually refund or replace as soon as we have seen your photographs, without waiting for the item to come back.
Returns FAQ
How long do I have to cancel an order?
You have 14 days from receiving your order to cancel, and a further 14 days to return the goods unopened in their original packaging.
Can I return an opened product?
Not unless it is faulty, damaged or incorrect. Opened research materials cannot be verified for storage conditions and cannot be safely restocked.
My order arrived damaged, what do I do?
Photograph the packaging and contents and contact us within 48 hours. We will replace or refund in full and cover return postage.
How quickly are refunds processed?
Within 5 working days of us receiving and checking the return, back to your original payment method.
Who pays return postage?
We do when an item is faulty, damaged or incorrect. For a change of mind cancellation, return postage is yours.
How This Fits With Our Other Policies
This returns and refunds policy sits alongside our shipping and delivery policy and terms and conditions. Nothing in this returns and refunds policy reduces your statutory rights under UK consumer law, and where the two ever appeared to conflict, your statutory rights take precedence.
Your Statutory Rights
This returns and refunds policy is built directly on UK law rather than on what is convenient for us. The Consumer Contracts Regulations 2013 give you 14 days from delivery to cancel most distance purchases and a further 14 days to return them, and the gov.uk guidance on returns and refunds sets out how traders must handle that. Where our returns and refunds terms appear more generous, for example on damaged arrivals, those terms apply. Where they appear less generous, your statutory rights take precedence and you should tell us so we can put it right.
Who to Contact About a Return
Returns under this returns and refunds policy are handled by Retatrutide UK Shop, 71-75 Shelton Street, London, England, United Kingdom. Please do not post anything back before contacting us through the contact page, because we will confirm the correct return address for your specific order and unannounced parcels are slow to match to an account.
