Refund Policy

Return window

You can return an eligible item within 14 days of the delivery date. That figure lines up with the statutory cooling-off period under the UK Consumer Contracts Regulations for goods bought online, and we apply it as a flat 14 days across every product we sell rather than varying it by item or running short-lived exceptions. The clock starts on the day the parcel is marked delivered, not the day you placed the order, so a slower dispatch or a delayed courier doesn't eat into your window.

To stay inside that window, let us know you want to return an item within the 14 days; you don't need the physical parcel back in our hands by that date, just the request logged with us. Once a return is agreed, we ask that you send the item back within a further 14 days so we can process it in a reasonable time, rather than leave a return open indefinitely.

This window applies to a change of mind or an ordering mistake on an otherwise correctly supplied item. If your order arrived damaged, incorrect, or faulty, see the separate section below, because that situation is handled differently and doesn't hinge on the same 14-day clock.

Condition requirements

To qualify for a return, an item needs to come back to us unopened, unused, and in its original packaging, with any tamper-evident seal on the vial still intact. That's a firm line, not a formality: once a seal is broken, we can no longer confirm the vial's contents or storage history since it left our hands, so we're not in a position to resell or safely redistribute it. Accepting a returned item back into stock without that assurance would put the next buyer at risk, and we're not willing to do that to save you a conversation with us first.

We'll also check that any outer box, insert, or documentation that shipped with the item is included, and that the item hasn't been stored somewhere that's visibly damaged the packaging, for example somewhere damp or somewhere it's been left in direct heat. A little wear on an outer box from normal handling is fine; a vial that's been opened, decanted, or reconstituted isn't something we can take back under any circumstances.

If you're not sure whether a specific item meets these requirements, email us with your order number before sending anything back. That's a genuinely faster path to an answer than posting an item and finding out afterwards that it doesn't qualify.

What we can't accept back

Opened or unsealed vials of research material can't be returned, full stop, regardless of how little was used. This isn't a policy specific to us; it's standard practice across this entire product category, and it exists for a straightforward reason. A peptide vial is a biological research material with a defined storage and handling history, typically requiring refrigeration or freezing from close to the point of manufacture. Once a buyer has taken possession and broken the seal, we have no way to verify how it's been stored, whether it's been exposed to warm temperatures, light, or contamination, or whether the contents still match what left our supplier's facility. Putting that vial back into circulation for another buyer would mean selling them an unknown, and we won't do it.

The same reasoning applies to any item where the outer packaging has been opened in a way that breaks a tamper-evident seal, even if the vial inside looks untouched. We can't verify what we can't see, and we're not going to ask a future buyer to take our word for something we can't actually confirm ourselves.

A small number of other cases also fall outside this policy: items bought as part of a clearance or final-sale listing where the listing states plainly that returns aren't accepted, and items reported outside the 14-day window with no separate fault or damage claim. Where any of that applies to a specific listing, the product page says so directly rather than leaving you to find out at the return stage.

How to start a return

Email us at support@titeris.co.uk with your order number and which item you'd like to return, and tell us briefly why. We ask for a reason not to make the process harder, but because it helps us spot a genuine pattern, for example a listing description that's confusing buyers, rather than treating every return as an isolated event.

We'll confirm the item is eligible under the condition requirements above and send you a returns address along with any reference we need included with the parcel. Please wait for that confirmation before posting anything back; a return sent without it can sit unmatched to your order and slow the whole process down, which helps nobody. Use a tracked delivery service to send the item back and keep proof of postage until the refund has cleared, since the parcel is your responsibility until it reaches us.

We don't currently cover return postage costs ourselves, except where the return is because of an error on our part, such as sending the wrong item, or because the item arrived faulty. Where that's the case, tell us in your first email and we'll sort out the postage cost as part of resolving it, rather than have you pay to correct our mistake.

Refund timing

Once we've received the returned item, we inspect it against the condition requirements above, then issue the refund within 5 working days if it passes. We refund to the original payment method used at checkout; we don't offer store credit as a substitute unless you specifically ask for it instead. After we've issued the refund on our end, your bank or card provider typically takes a further few working days to actually post it to your account or statement, and that second stage is outside our control, since it depends on your provider's own processing schedule rather than anything on our side.

If an item fails the inspection, for instance a seal that's been broken or contents that look used, we'll contact you directly to explain why rather than silently rejecting the return or sending the item back without a word. In most cases we can offer to post the item back to you at that point if you'd prefer to keep it, rather than let a failed inspection be the end of the conversation.

You'll get an email confirming the refund has been issued once it's processed, so you're not left checking your bank statement without knowing whether anything has actually happened on our end.

If your order arrives damaged or wrong

If a parcel arrives visibly damaged, or the vial inside has clearly broken or leaked in transit, keep the packaging if you can and contact us straight away with photos, ideally before you dispose of anything. That's genuinely more useful to us than a written description alone, and it lets us resolve it faster instead of asking you to describe damage in words that could mean several different things. We'll offer a replacement or a full refund for that item, and this route isn't governed by the 14-day change-of-mind window above; it's a separate fault claim, and you should raise it as soon as you notice the problem rather than waiting.

If we've sent you the wrong item entirely, for example a different compound or the wrong pack size than what you ordered, the same applies: tell us with your order number and we'll correct it, either by sending the right item on top of covering the cost of returning the incorrect one, or by refunding it if you'd rather not wait for a replacement. That mistake, when it happens, is ours to fix, not yours to absorb.

Our shipping page covers what happens if a parcel goes missing in transit rather than arriving damaged, since that's a slightly different situation involving the delivery service directly.

Questions about a specific order

For a return, a refund, or anything about an order that's arrived damaged or wrong, email support@titeris.co.uk with your order number and a short description of the issue. That's the fastest route to a useful answer, since it lets us pull up your actual order instead of answering a general question in the abstract. Our full contact page covers what else to include and what our support team can and can't help with.

Frequently asked