Returns & Refunds Policy
We take quality seriously. If something isn’t right with your order, we’ll work quickly to resolve it. Please read our policy before contacting us.
Our Returns Promise
GenoPept is committed to supplying high-purity, HPLC-verified research compounds. Every batch is tested and a Certificate of Analysis (COA) is included with every order. If a product does not meet the standard we promise, we will make it right.
Full replacement or refund if a product fails to meet the purity specification on its COA.
Replacement dispatched at no charge if your order arrives damaged or compromised.
We will correct any picking error — full replacement dispatched promptly.
We cannot accept returns for change-of-mind orders on research compounds once dispatched.
Eligibility for Returns
A return or refund may be accepted where all of the following conditions are met:
Requests raised more than 7 calendar days after confirmed delivery cannot be accepted.
Must be in original sealed packaging, unmodified and unmixed.
Photos of the product, packaging, and any visible damage must accompany your request.
Faulty product, transit damage, or incorrect item. We cannot process returns for any other reason.
Please note: Due to the specialised nature of research compounds and chain-of-custody integrity requirements, we are unable to accept returns unless the product was faulty, damaged, or incorrectly supplied.
How to Request a Return
Email support@genopept.co.uk with your order number, a description of the issue, and photographs.
Our team will assess your claim and respond within 2 business days.
If approved, we issue a replacement or process a refund to your original payment method within 5–10 business days.
Non-Returnable Items
The following cannot be returned under any circumstances:
• Products that have been opened, reconstituted, or used
• Requests raised more than 7 days after delivery
• Products returned without prior approval
• Digital products or downloadable content
• Custom or special-order compounds
Your Statutory Rights
This policy does not affect your statutory rights under UK law, including the Consumer Rights Act 2015. For business purchasers, rights may differ and are governed by our standard commercial supply agreement.