1. Scope and statutory rights

1.1  This policy applies to orders placed through www.peptideaminogroup.com and forms part of our Terms and Conditions. It distinguishes a Consumer’s change-of-mind cancellation right from remedies where goods are faulty, damaged, unsafe, incorrect or misdescribed.

1.2  Nothing in this policy excludes or restricts rights that cannot lawfully be excluded, including rights under the Consumer Rights Act 2015 and Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 where applicable.

 

2. Cancelling before dispatch

2.1  Contact info@peptideaminogroup.com as soon as possible if you wish to cancel. If the order has not been dispatched or entered an irreversible fulfilment stage, we will cancel it and refund sums paid. If already dispatched, the rules below apply.

 

3. Consumer change-of-mind cancellation

3.1  If you are a UK Consumer and no exception applies, you may cancel the contract without giving a reason within 14 days after the day on which you, or a person nominated by you other than the carrier, receives the goods. For an order delivered in separate lots, the period runs from receipt of the last lot.

3.2  You must communicate your decision clearly before the cancellation period expires. You may email info@peptideaminogroup.com or use the model cancellation form at the end of this policy. You then have 14 days to send the goods back.

3.3  Consumers outside the UK may have equivalent or additional mandatory rights under the law applicable to them. Where those rights differ, we will honour the mandatory rule.

 

4. Sealed vials and the effect of opening

CHANGE OF MIND vs PRODUCT PROBLEM The opening rules in this section concern change-of-mind returns only. They never remove remedies for a Product that was faulty, damaged, unsafe, incorrect or misdescribed when supplied.

4.1  Certain Products are supplied in a vial closed by a crimped closure, stopper and/or flip-off cap. Where a Product is sealed, is not suitable for return for genuine health-protection or hygiene reasons, and the statutory sealed-goods exception applies, the Consumer’s change-of-mind cancellation right ends if the Product is unsealed after delivery.

4.2  For those Products, “unsealed” includes removing, detaching or materially damaging the flip-off cap; loosening, removing or disturbing the crimped closure; puncturing or removing the stopper; breaking any other hygiene or contamination-control seal; or reconstituting, mixing, transferring, sampling or using any of the contents.

4.3  To qualify for a change-of-mind return, the vial, cap, crimp, stopper and any other relevant seal must remain intact and the Product must not have been opened, punctured, mixed, reconstituted, contaminated or used. Outer packaging may be handled only as reasonably necessary to identify and inspect the goods.

4.4  We do not treat every vial or every opened package as automatically exempt. We will rely on the sealed-goods exception only where the legal test is met and the customer was informed of the consequence of unsealing. If the exception does not apply, we may deduct an amount for diminished value caused by handling beyond what would reasonably be permitted in a shop.

4.5  Do not return a Product that has leaked, been contaminated or presents a transport hazard without first contacting us for safe instructions.

 

5. How to return a change-of-mind order

5.1  After cancelling, contact us for a return authorisation and the correct address. Unless we agree otherwise, you are responsible for the direct return cost. Use tracked, suitably protective transport and retain proof of posting.

5.2  You must take reasonable care of the goods. Return all items, accessories and batch documents supplied. You remain responsible for diminished value resulting from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

 

6. Change-of-mind refunds

6.1  Where cancellation is valid, we will refund the Product price and the cost of our least expensive standard delivery option. Extra cost for an enhanced delivery method is not refundable unless required by law.

6.2  We will refund without undue delay and no later than 14 days after receiving the returned goods or receiving evidence that they were sent, whichever is earlier. If no goods were supplied, the deadline is 14 days after we are informed of cancellation.

6.3  Refunds are made to the original payment method unless expressly agreed otherwise, and no refund fee will be charged.

 

7. Faulty, damaged, unsafe, incorrect or misdescribed goods

7.1  Contact info@peptideaminogroup.com promptly with the order number and a clear description. Photographs of the Product, vial, cap, label, outer packaging and shipping label help us investigate. We ask that visible transit damage be reported within 48 hours.

7.2  Do not discard the Product or packaging until we advise, unless keeping it would be unsafe. Do not use a Product that appears damaged, contaminated, incorrectly labelled or otherwise unsafe.

7.3  After assessment, we will provide the remedy required by law, which may include rejection and refund, repair or replacement, or a price reduction.

7.4  Where goods are confirmed faulty or incorrect, we will bear reasonable return costs and provide safe return or disposal instructions. We may request reasonable evidence and inspect or test the Product, but will not make statutory rights dependent on a courier insurance payment or on evidence that is impossible or disproportionate to obtain.

 

8. Lost or late shipments

8.1  Tell us if tracking is stalled, delivery is materially late or a shipment is marked delivered but not received. We will investigate with the carrier. A carrier scan is relevant evidence but is not automatically conclusive.

8.2  Where we remain responsible for a shipment that is lost before risk passes, we will provide the remedy required by law, normally replacement or refund.

 

9. Incorrect address, failed delivery and refusal

9.1  Check the delivery address before ordering. If goods cannot be delivered because the supplied address is materially incorrect, access is unavailable, or clearly disclosed import charges are refused, we may recover reasonable additional costs to the extent permitted by law. We will not charge for costs caused by our error or the carrier acting on our instructions.

 

10. International returns and customs

10.1  Contact us before an international return. A return may require customs documentation and safe-carriage arrangements. Marking or describing a return inaccurately is prohibited.

10.2  Import VAT, customs duty or clearance fees paid directly to an authority or carrier may need to be reclaimed from that body. We will refund amounts that we collected and are legally required to refund. Destination-country mandatory consumer rights remain unaffected.

10.3  If customs detains or rejects a shipment, we will assess responsibility, disclosure at checkout and applicable law.

 

11. Contact

12.1  Email: info@peptideaminogroup.com. Include your name, order number, Product, reason for contact and preferred remedy. We will acknowledge and handle the request within a reasonable time.