Returns Policy
Returns Policy
Last updated: 20 May 2026
All Sales Final
Due to the nature of research chemicals and the inability to verify product integrity once products have left our controlled storage environment, all sales are final. We do not accept returns or exchanges for any reason once an order has been dispatched.
By placing an order with Key Peptides, you acknowledge and accept that you are not entitled to return any product after dispatch, regardless of whether the product has been opened, used, or remains in its original packaging.
This policy applies to all products supplied by Key Peptides without exception. We will not refund or exchange products for:
- Change of mind
- Ordering in error
- No longer needing the product
- Product not matching personal expectations
- Any other buyer-initiated reason
Why We Have This Policy
Research peptides are sensitive compounds that require strict temperature control, contamination-free handling, and verified storage chain to remain viable for laboratory use. Once a product leaves our controlled storage environment, we cannot verify:
- Whether the product has been stored at the correct temperature
- Whether the product has been exposed to light, moisture, or contamination
- Whether the product has been tampered with, opened, or used
- Whether the product remains safe and at the purity stated on the original Certificate of Analysis
For this reason, returned products cannot be resold to another researcher under any circumstance, and we operate a strict no-returns policy in line with industry standard for laboratory research chemicals.
Limited Exceptions
Refunds or replacements will only be issued in the following three circumstances, and only upon verification:
1. Damaged in Transit
If your order arrives visibly damaged, destroyed, or with broken seals, we will issue a refund or replacement at our discretion.
Requirements:
- You must notify us within 48 hours of delivery
- You must provide clear photographic evidence of:
- The external packaging as received
- The damaged product(s)
- The shipping label and any visible damage to the courier packaging
- You must retain the damaged product and all packaging until your claim is resolved (we may request return of the damaged item for our records)
Claims submitted after 48 hours of delivery cannot be processed.
2. Wrong Product Shipped
If we have shipped a product different from the one you ordered, we will replace it with the correct product at our cost, or issue a full refund at our discretion.
Requirements:
- You must notify us within 7 days of delivery
- You must provide photographic evidence of:
- The product received
- The packaging and shipping label
- You must not open, use, or disturb the product beyond what is necessary to identify the error
- The product must be returned to us in its original unopened condition at our cost
3. Product Fails Specification
If a product fails to meet the purity or identity specifications stated in the accompanying Certificate of Analysis, we will issue a refund or replacement upon verification.
Requirements:
- You must arrange independent third-party laboratory analysis (HPLC purity and mass spectrometry identity, performed by a UK-accredited laboratory) at your expense
- You must provide a full report from the independent laboratory clearly documenting the deviation from specification
- The batch number and sample tested must match the product supplied
- The independent test must be conducted within 30 days of delivery and on a product that has been stored according to our handling instructions
If the independent test confirms that the product was supplied off-specification, we will:
- Issue a full refund or replacement at our discretion
- Reimburse the cost of the verification testing (up to a reasonable amount; receipt required)
- Investigate the affected batch internally
If the independent test confirms the product was supplied on-specification, no refund will be issued and the cost of testing remains the buyer's responsibility.
How To Report An Issue
To report any of the three eligible issues above, contact us by email with the following information:
- Your order number
- Your name and delivery address
- The product(s) affected and batch number(s)
- A clear description of the issue
- The required photographic evidence (or, for off-specification claims, the independent laboratory report)
Email: keysystems2@gmail.com
We acknowledge all reports within 1 business day and aim to resolve eligible claims within 5 business days of receiving complete documentation.
The Verification Process
All refund and replacement claims are subject to verification. Our verification process is:
- Initial review — we review your report and evidence within 1 business day
- Additional information — we may request further evidence or clarification
- Decision — we confirm whether the claim is eligible under this policy
- Resolution — for eligible claims, we issue a refund or arrange a replacement
- Records — we retain records of all claims, including evidence provided, for our internal QA processes
Our decision on the eligibility of any claim is final and at our reasonable discretion. We will not issue refunds or replacements for claims that do not meet the requirements set out in this policy.
Refunds And Replacements
Refunds are processed to your original payment method within 5 business days of approval. Depending on your card issuer or bank, funds may take an additional 3-10 business days to appear on your statement.
Replacements are dispatched at our cost from our Yorkshire facility, typically within 1-2 business days of approval. The replacement product is supplied with a new Certificate of Analysis for the batch shipped.
We do not offer partial refunds, store credit, or exchanges for products not covered by the three exceptions above.
Pre-Dispatch Cancellations
Orders placed before 3pm Monday to Friday are processed for dispatch the same business day. If you wish to cancel an order, you must contact us by email before the order is dispatched.
Once an order has entered our dispatch process, it cannot be cancelled and the no-returns policy applies in full. Cancellations confirmed before dispatch will be refunded in full to your original payment method within 5 business days.
Lost In Transit
If your order has not arrived within the expected delivery window and the courier tracking indicates the parcel has not been delivered, please contact us so we can investigate with the courier.
For orders confirmed lost in transit by the courier, we will arrange a replacement or refund at our discretion, subject to the courier's investigation outcome and any insurance arrangements.
Chargebacks And Disputes
We strongly encourage all customers to contact us first to resolve any issue with their order. Filing a chargeback or payment dispute with your bank or card issuer without first contacting us bypasses our resolution process and may result in:
- Cancellation of your account and removal from our customer database
- A permanent ban from future purchases
- Submission of your order documentation (including your acknowledgement of these Terms and the no-returns policy) to the chargeback dispute process
Chargebacks based on buyer's remorse, change of mind, or any reason not covered by the three exceptions in this policy will be disputed by us in full.
International Customers
We supply products to addresses within the United Kingdom only. We do not accept orders for delivery to other jurisdictions. Any order placed for delivery outside the United Kingdom will be cancelled and refunded.
This Policy And UK Law
This Returns Policy operates in accordance with applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. Because our products are sold strictly for laboratory research purposes and not as consumer goods, standard consumer return rights do not apply in the same form as they would for consumer purchases.
Nothing in this policy limits or excludes any legal right that cannot be limited or excluded under applicable law.
Updates To This Policy
We reserve the right to update or modify this Returns Policy at any time without prior notice. The most current version will always be available at this URL, and the "Last updated" date at the top will reflect the date of the most recent revision. The policy in force at the time of your order will apply to that order.
Contact
For all returns-related queries, please contact:
Key Peptides Key Peptides is the trading name of Warren Jowitt, a sole trader operating from the United Kingdom.
Email: keysystems2@gmail.com Address: 18 The Old Woodyard, Midgley, Wakefield, WF4 4JF, United Kingdom
By placing an order with Key Peptides, you confirm that you have read, understood, and accepted this Returns Policy.