Returns Policy: this page explains how to cancel an eligible order, request a return, report a faulty or incorrect item, and understand when a refund can be issued. Please read the conditions below before opening or returning any product.
Keep your order confirmation, delivery packaging and any relevant photographs until your request has been resolved. Contacting us promptly with the order number helps us identify the purchase and provide the correct return instructions.
Returns at a glance
- Notify us within 14 days of delivery if you wish to cancel an eligible order.
- Products must remain unused, unopened and in their original sealed packaging unless they are faulty.
- Do not send an item before receiving the confirmed return address and instructions.
- Use tracked postage when you are responsible for the return journey.
- Report a faulty, damaged or incorrect item within 48 hours and include clear photographs.
1. Your Right to Cancel
Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receipt without giving a reason, for a full refund, subject to the exceptions below.
2. Exceptions — Sealed Goods for Health/Hygiene Reasons
Because our products are supplied sealed for hygiene, safety, and quality-control reasons, the right to cancel does not apply once a product’s seal has been broken or the packaging opened after delivery. This exception is permitted under the Consumer Contracts Regulations 2013 for goods that are not suitable for return due to health protection or hygiene reasons once unsealed.
Unopened, unused products in their original sealed packaging may be returned within 14 days of delivery for a refund, provided you notify us within this period.
3. How to Request a Cancellation or Return
To cancel your order or request a return, please email hello@mypepbiotech.co.uk with your order number within 14 days of delivery. We will confirm the return process, including the return address.
4. Return Shipping Costs
Unless the item is faulty or was sent in error, you are responsible for the cost of returning the item to us. We recommend using a tracked delivery service, as we cannot be responsible for items lost in transit back to us.
5. Refunds
Once we receive and inspect your returned item, we will process your refund to your original payment method within 14 days. Refunds will be issued for the cost of the item; original delivery charges are refunded only where the entire order is cancelled and returned.
6. Faulty, Damaged, or Incorrect Items
If you receive a faulty, damaged, or incorrect item, please contact us at hello@mypepbiotech.co.uk within 48 hours of delivery with your order number and photos of the issue. We will arrange a replacement or full refund, including any reasonable return postage costs, in line with your rights under the Consumer Rights Act 2015.
7. Non-Returnable Items
For safety and regulatory reasons, we are unable to accept returns of any product once its seal has been broken, regardless of whether it has been used, except where the item is faulty.
8. Contact Us
Email: hello@mypepbiotech.co.uk
Phone: Chat on WhatsApp
9. Preparing an Approved Return
After we confirm that a return can proceed, package the item securely so that its seal, original packaging and identifying information are protected during transit. Include the order number or the return reference supplied by our support team. Please do not write directly on product packaging or send unrelated items in the parcel.
A tracked service provides evidence of dispatch and allows the parcel to be followed until delivery. Retain the receipt and tracking reference until the return has been inspected and the refund has been confirmed.
10. Return Inspection and Refund Confirmation
Returned goods are checked against the order record and the eligibility conditions described in this Returns Policy. The inspection may include confirming that the correct item was received, that the original seal remains intact and that the packaging has not been opened or materially damaged.
When a refund is approved, it is sent to the original payment method. Your bank or payment provider may take additional time to display the credit after we have processed it. We will contact you if the returned parcel does not match the approved request or if more information is needed.
11. Questions Before Returning an Item
If you are unsure whether an item is eligible, use the contact page before posting it. Provide the order number, delivery date, whether the seal is intact and a concise explanation of the request. For damaged or incorrect deliveries, attach clear images of the parcel, label and affected item where possible.
This Returns Policy does not limit any statutory rights that apply to faulty or misdescribed goods. It explains the practical process used by MyPep Biotech to review and resolve return requests.
Returns Policy Checklist Before Contacting Support
Use this Returns Policy checklist to gather the order number, delivery date, product name, batch details and photographs relevant to the request. Do not send an item until support has confirmed the correct return address and instructions. Keep proof of postage and the original packaging until the Returns Policy process is complete.
For related information, review our Shipping Policy, Terms and Conditions, Privacy Policy and contact page.
Last reviewed: 30 July 2026.