The 28-day money-back guarantee

PEPTEX operates a 28-day money-back guarantee, no questions asked. If, for any reason, you are not satisfied with your Order, you have 28 calendar days from the date of delivery to request a return and a refund. You do not have to justify your decision, explain your reasoning or fill in any detailed questionnaire. One message with your Order code is enough to initiate the process.

This guarantee is independent from, and more generous than, the statutory 14-day right of withdrawal granted by EU consumer law. Consumer customers therefore benefit from both the legal 14-day window and the commercial 28-day window, whichever is more favorable in their individual case.

Why we offer it

Peptide products are not a casual purchase. They carry a higher price point, they require time to produce effects, and they are ordered by people who have done their research and expect a supplier to stand behind the product. A short, restrictive return window contradicts that logic. A 28-day window gives you enough time to receive the parcel, inspect it, verify the Certificate of Analysis against the serial number, and make an informed decision. If you change your mind during that period, we honor the return. That is the deal.

Eligibility

The 28-day money-back guarantee applies to all products in our catalog ordered on peptex.shop, paid by card, and shipped to an address in the European Union.

Unopened items

Items returned in their original, sealed condition are eligible without any additional condition. The outer packaging may have been opened to inspect the content, but the individual product seal must be intact.

Opened items

Opened items are also eligible for a refund under the following circumstances:

• Product defect: visual anomaly (cloudy solution, broken vial, malfunctioning pen dose ring), off-spec CoA, identity mismatch with the serial number verification.
• Incorrect item shipped: the product received does not match the product ordered.

Opened items that are not affected by a defect, authenticity issue or shipping error, and that have been used in a non-trivial manner, may be subject to a partial refund based on the residual commercial value of the item. We decide in good faith and transparently, and we communicate the proposed refund amount before processing.

Outside the 28-day window

After 28 days from delivery, the money-back guarantee no longer applies. The statutory warranty for hidden defects under EU consumer law continues to apply within its own time frame and under its own conditions.

How to initiate a return

The process is designed to take a few minutes on your side.

1. Contact us on WhatsApp at +33 7 74 58 48 99 with your Order code and details in the message. Email fallback: +33 7 74 58 48 99 (WhatsApp). Please include:
   • Your Order code (format looks like ABC-123 or similar, available in your Order confirmation email).
   • The item or items concerned.
   • Whether the items are unopened or opened.
   • If an opened item is affected by a defect or authenticity concern, a short description plus one or two photos of the issue.
2. Our customer care team acknowledges the request within one business day. You receive the return shipping address and, where relevant, a return reference to write on the parcel.
3. You ship the item back using a traceable method. For Orders that are part of a standard 28-day return (no defect), return shipping is at the customer's expense. For returns caused by a defect, authenticity concern or shipping error on our side, we cover return shipping.
4. Upon receipt of the returned parcel at our EU warehouse, or, in the case of damaged-in-transit shipments, upon receipt of the photo evidence, we verify the condition of the items and proceed with the refund.

Refund timeline

Refunds are processed within 5 to 10 business days after we receive the returned items, or, in the case of a damaged-in-transit claim, after we receive the photo evidence and validate it. The time it takes for the funds to appear on your statement depends on the payment method:

• Card payments: the refund lands on the original card within the same 5 to 10 business days, in most cases faster. Some issuing banks may take additional days to display the credit.

Refund method

Refunds are issued to the original payment method. We do not issue refunds by to a third account, by voucher, or by store credit without your consent. If the original payment method is unavailable (for example, the card has expired), we coordinate an alternative with you in writing before proceeding.

Damaged or incorrect shipments

Parcels are packaged carefully and shipped with UPS express, but transit incidents happen. To protect the claim against the carrier, a specific 48-hour window applies for visible damage and wrong items.

• On receipt, inspect the parcel.
• If the parcel is visibly damaged, if a product is broken or if the content does not match the Order, send photos to our WhatsApp at +33 7 74 58 48 99 within 48 hours of delivery. Email fallback: +33 7 74 58 48 99 (WhatsApp).
• We open a claim with the carrier, confirm receipt of your photos, and propose a replacement or a refund depending on your preference and on stock availability.
• Replacements are shipped at our expense.

Beyond the 48-hour window, visible damage claims become harder to enforce against the carrier.

Exclusions

Under the standard 28-day money-back guarantee, there are no arbitrary exclusions. You are not penalized for changing your mind, for not liking the effect, for finding a better option elsewhere, or for any reason of convenience. The only items genuinely outside the refund scope are:

• Items returned in a state that makes them unsellable and that is not caused by a defect, authenticity issue or shipping error (partial refund may still apply).
• Items returned after the 28-day window.
• Fraudulent or abusive returns (for example, an empty parcel returned with a claim of a full return). These cases are handled individually and, where appropriate, reported to the payment processor and to law enforcement.

Effect on loyalty and bonuses

When an Order is refunded in full, any bonus points earned on that Order are reversed, any promo codes used are restored for future Orders where their conditions allow, and any referral cashback credited to a referrer is canceled. Partial refunds lead to proportional adjustments. We communicate the final bonus balance in the refund confirmation email.

Consumer statutory rights

Nothing in this Refund policy limits the statutory rights of consumer customers under EU consumer law, including the 14-day right of withdrawal, the legal warranty of conformity, and the warranty against hidden defects. Where a provision of our commercial Refund policy is more favorable than the corresponding statutory provision, the more favorable provision applies. Where a statutory provision is more favorable, it prevails.

Contact

For any return, refund or shipping claim, reach us on WhatsApp at +33 7 74 58 48 99. Email fallback: +33 7 74 58 48 99 (WhatsApp). Telegram: @Maria_PEPTEX. Customer care is available Monday to Friday, 10:00 to 20:00 Paris time.