Refund and Returns Policy
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At Castle House Peptides, we take care to ensure that orders are processed, packaged, and dispatched accurately and securely. Please review this policy carefully before placing an order.
1. Returns
Due to the nature of research-use products and the importance of maintaining product integrity, we do not normally accept returns once products have been dispatched or delivered.
A return may only be accepted where it has been specifically authorised by Castle House Peptides in accordance with this policy or where required by applicable law.
2. Damaged or Incorrect Orders
If your order arrives damaged, defective, or contains an incorrect product, please contact us as soon as possible after delivery.
To help us investigate the issue, please provide:
- Your order number
- A clear description of the issue
- Clear photographs of the packaging and product
- Any relevant delivery or tracking information
We will review the information provided and, where appropriate, arrange a replacement, refund, or another suitable resolution.
3. Incorrect Products
If you receive a product that differs from the product ordered, please contact us before opening, using, or altering the product.
Where the error is confirmed to have been caused by Castle House Peptides, we will provide instructions for the next steps and may arrange a replacement, refund, or other appropriate resolution.
4. Refunds
Where a refund has been approved, it will normally be issued to the original payment method used for the order.
Refund processing times may vary depending on your payment provider or bank. Once a refund has been processed by us, the time required for the funds to appear in your account is outside our control.
5. Order Cancellation
If you wish to cancel an order, please contact us as soon as possible after placing the order.
We will make reasonable efforts to accommodate cancellation requests where the order has not yet entered the dispatch process. Once an order has been dispatched, cancellation may no longer be possible.
6. Unwanted or Incorrectly Ordered Products
We do not normally accept returns or provide refunds for products that have been ordered incorrectly, are no longer required, or are unwanted, particularly where the order has already entered the dispatch process.
This does not affect any rights that may apply under applicable law.
7. Missing Parcels
If your order has not arrived within the expected delivery timeframe, please contact us with your order number and available tracking information.
We may need to contact the relevant delivery provider to investigate the shipment before determining the appropriate resolution.
8. Product Integrity and Non-Returnable Products
For product-integrity and quality-control reasons, opened, used, altered, or improperly stored products may not be eligible for return or refund.
Products that have been damaged after delivery or stored contrary to the applicable storage instructions may also be excluded from return or refund eligibility, subject to applicable law.
9. Refund Exclusions
A refund or replacement may not be available where:
- The product has been opened or used
- The product has been altered after delivery
- The product has been damaged after delivery
- The product has not been stored according to the applicable storage instructions
- An incorrect or incomplete delivery address was provided by the customer
- The customer changes their mind after the order has been dispatched
- The issue results from circumstances outside our reasonable control
Any applicable statutory rights remain unaffected.
10. How to Contact Us
If you believe your order qualifies for a return, replacement, cancellation, or refund, please contact Castle House Peptides at info@castlehousepeptides.com.
Please include your order number and a clear description of the issue. Our team will review the request and provide further instructions where applicable.
11. Important Research-Use Information
Castle House Peptides supplies products strictly for qualified in-vitro laboratory research and non-human, non-veterinary applications.
Products are not intended for human or veterinary use and must not be used for diagnostic, therapeutic, or consumer applications.
Customers are responsible for ensuring that products are suitable and permitted for their intended research purposes and for complying with all applicable laws, regulations, and requirements in their jurisdiction.