Returns, Refunds and Defective Products Policy

1. Change-of-mind returns

Peptides Lab does not accept returns, exchanges or refunds where:

• The customer has changed their mind.
• The incorrect product or quantity was ordered by the customer.
• The customer no longer requires the product.
• The product was found cheaper elsewhere.
• The packaging has been opened, unsealed, damaged or tampered with.
• The product has been reconstituted, mixed, used or altered.
• The product has not been stored or handled according to its instructions.
• A temperature-sensitive, hygiene-sensitive or contamination-sensitive product has left our control and cannot safely be resold.

This restriction exists to preserve product integrity, sterility, traceability and cold-chain control. Nothing in this clause excludes a right that cannot legally be excluded.

2. Online purchase cooling-off rights

Where section 44 of the Electronic Communications and Transactions Act applies, an eligible consumer may cancel an electronic purchase within seven days after receiving the goods, without giving a reason. The only charge that may be levied is the direct cost of returning the goods. Where payment has already been made, any refund required by that Act will be processed within 30 days of cancellation.

This cooling-off right does not apply where the goods, by reason of their nature, cannot reasonably be returned or are likely to deteriorate or expire rapidly. That exclusion applies to sealed sterile, temperature-controlled, hygiene-sensitive and contamination-sensitive products that cannot safely re-enter inventory after leaving our control.

Where a cooling-off return is accepted, the goods must be unopened, unused, unaltered, properly stored and returned in original sealed condition, with written return authorisation issued first. Goods that fail that test will not be restocked. Any refund still required by law will be assessed on the facts of the claim.

3. Defective, damaged or incorrect products

Contact Peptides Lab as soon as reasonably possible where:

• An item appears defective.
• An item was damaged before or during delivery.
• The incorrect item was supplied.
• The item materially differs from the product ordered.
• The product arrived with broken, leaking, compromised or tampered packaging.

Provide your full name and order number, a clear description of the problem, photographs or video of the product, packaging, label and alleged defect, any batch or lot number, and confirmation of how the product was stored and handled after delivery. Keep the product and all available packaging until the claim is resolved. Do not open, reconstitute or use an item that appears damaged, leaking, incorrect or tampered with.

4. Collection and inspection

Where reasonably necessary, Peptides Lab may require photographs first and may then arrange collection and inspection to determine whether a genuine manufacturing or product defect exists, the goods were damaged during delivery, the product was incorrectly supplied, or the issue was caused by misuse, improper storage, contamination, tampering or handling after delivery.

Inspection is used to establish cause. It does not remove statutory rights. A collected peptide product will not be resold. Where a qualifying defect under the Consumer Protection Act is confirmed, reasonable collection and return costs are for Peptides Lab’s account.

5. Confirmed defects

Where an item is confirmed to be defective, unsafe, incorrectly supplied, or not of acceptable quality, Peptides Lab will provide the remedy required by applicable law.

Where the Consumer Protection Act applies, the customer may be entitled to choose replacement or a refund of the amount paid for the defective product. Repair will only be considered where it is appropriate and agreed. For sealed or consumable products that cannot reasonably be repaired, the available remedy will generally be a replacement with a new sealed unit or a refund.

South African law provides an implied six-month warranty for goods that fail the required standards of quality and safety. Qualifying defective goods may be returned without penalty and at the supplier’s risk and expense.

6. Claims that may be declined

A claim may be declined where inspection or the available evidence reasonably establishes that:

• No product defect exists.
• The issue resulted from misuse, abuse or accidental damage after delivery.
• The product was stored outside the stated storage conditions.
• The product was contaminated after delivery.
• The item was reconstituted, mixed or altered incorrectly.
• The packaging or product was tampered with.
• The product was used contrary to its instructions.
• The item supplied was the correct product and not defective.
• The complaint concerns a change of mind or a subjective expectation rather than a product failure, incorrect supply or delivery defect.

A claim will not be declined only because the original outer carton is unavailable, provided the customer can give reasonable proof of purchase.

7. Incorrect delivery

If Peptides Lab supplied the incorrect product, do not open, unseal or use it. Once confirmed, we will arrange collection and supply the correct item at no additional cost. If the correct product is unavailable, an appropriate refund or alternative arrangement will be offered. The incorrect item will not be restocked.

8. Delivery damage

Photograph the parcel before opening it, together with the courier label, outer packaging, internal packaging and any damaged product. Report visible damage as soon as possible after receipt.

Failure to report visible damage immediately does not remove statutory rights that cannot legally be excluded, but prompt reporting is required if we are to investigate the matter with the courier.

9. Refund processing

Approved refunds will be issued to the original payment method wherever reasonably possible.

Courier fees, transaction fees and other charges are refunded only where required by law or where the return resulted from an error by Peptides Lab.

Processing times depend on the payment provider and financial institution.

10. No unauthorised returns

Do not return products without prior written authorisation and return instructions from Peptides Lab.

Unauthorised parcels may be refused where acceptance could compromise product safety, storage conditions or traceability. A customer who may have a statutory right will be given return instructions before any parcel is sent back.

11. Statutory rights

Nothing in this policy waives, restricts or excludes any right or remedy that cannot legally be excluded under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African law.

Where this policy conflicts with a mandatory provision of applicable law, that provision takes precedence.

12. Contact

To report a defective, damaged or incorrect product, contact Peptides Lab using the details on www.peptideslab.co.za.

Include your order number, photographs and a detailed explanation of the issue.