Shipping, returns and cancellations
Clear EU delivery and support terms before you order.
EU delivery
We deliver to all European Union member states, with orders dispatched from within the EU. Estimated delivery is 2–5 business days after dispatch. Delivery times are estimates rather than guaranteed dates.
Delivery charges and VAT
Standard delivery is €15. Delivery is free when your order value before quantity discounts is over €200.
Displayed EUR prices include VAT. No additional VAT is added at checkout.
Quantity savings
Products and labelled amounts can be mixed in the same cart. The discount is based on the total number of vials: 2 vials save 10%; 3–4 save 15%; 5–9 save 20%; 10–19 save 35%; and 20 or more save 40%.
Damaged, defective, missing or incorrect items
Please email support@definepeptides.com, preferably within 48 hours of delivery, with your order number, a description of the issue and clear photographs of the parcel, shipping label and affected item where relevant. We replace verified items that arrive damaged, defective or incorrect at no additional charge.
The 48-hour request helps us resolve delivery problems quickly. It does not limit your statutory rights if you contact us later.
Lost or delayed parcels
If tracking stops updating, a parcel is materially delayed or a delivery scan does not match what happened, contact us. We will investigate with the carrier and arrange the appropriate replacement or refund if the parcel is confirmed lost.
Cancellations and returns
Contact us as soon as possible if you need to change or cancel an order. A cancellation before dispatch is effective once confirmed by support.
Because product integrity depends on controlled storage and the material may deteriorate after delivery, we do not accept change-of-mind returns. This does not affect mandatory rights relating to goods that are faulty, damaged, incorrect or not as described. Contact support before returning anything so we can provide the correct instructions.
Refunds
Where a refund is the appropriate remedy, it is returned to the original payment method and initiated without undue delay.
Once initiated, Visa and Mastercard refunds typically appear within 5–10 business days. Your issuing bank controls the final posting time.
Support
Support is available seven days per week from 07:00–19:00 CET. We aim to reply within 45 minutes during support hours.
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