Something went wrong with your order, or you changed your mind? Below is what you can do in each situation. Always report it with your order number through the complaint and return form; that is the quickest way for us to help.

1. You changed your mind (right of withdrawal)

• You have 14 days after receipt to withdraw from your order without giving a reason.
• This applies to products that are unopened, with the seal intact and in their original packaging.
• Sealed products: our vials are sealed. For reasons of health protection and hygiene we cannot take back opened vials: if the seal was broken after delivery, the right of withdrawal lapses for that vial. You can still withdraw for the unopened vials in the same order.
• Let us know first through the form or by e-mail to store@dutchpeptidelabs.nl, with your order number. You can also use the model withdrawal form.
• Then send the parcel within 14 days to: Dutch Peptide Labs, Wilhelminaplein 1-40, 3072 DE Rotterdam, the Netherlands. You pay the cost of returning it; we recommend a shipping method with tracking.
• We refund the full amount within 14 days, including the standard shipping cost of your order. We may wait until we have the parcel back or you show that you sent it.

2. Damaged, wrong or missing product

• Report it as soon as possible, ideally within 48 hours of receipt.
• Send photos of the packaging and of the product, and tell us what is wrong.
• We send the right or a new product, or refund you. Any return shipment is then at our expense.

3. Quality complaint

• Report it as soon as possible after you discover the problem, even if the vial has been opened.
• Include your order number, the batch number (on the vial's label), photos and a description.
• We may ask you to send the product back with a return label we pay for, so that we can have it tested. If you have a report from an independent laboratory, please include it.
• Every batch has a certificate of analysis (CoA); we send you the certificate for your batch on request.
• After our assessment we replace the product or refund you.

4. Not received

• Still in transit according to your tracking? Please give it a little longer; it usually arrives within a few days.
• Tracking says delivered but you do not have it? Let us know and we will investigate with the carrier. A parcel the carrier reports as delivered counts as delivered, unless the investigation shows otherwise.
• If a parcel is genuinely lost, we reship your order free of charge, or refund you.

5. Before you dispute a payment

Please contact us first through the form or store@dutchpeptidelabs.nl before you dispute a payment with your bank or payment provider. We respond within 1 working day.

See also our terms and conditions.