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Last updated · 25 May 2026

Returns & replacements

This policy explains when items can be returned and how the lab handles faulty or mis-shipped goods. It sits alongside your statutory rights under the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 ("CCRs").

1. No change-of-mind returns — regulation 28(3)(a) exemption

The standard 14-day right to cancel a distance contract does notapply to our catalogue. Lyophilised research compounds are shipped sealed and tamper-evident and fall within the reg. 28(3)(a) exemption (sealed goods which are not suitable for return due to health-protection or hygiene reasons).

For that reason, we do not accept change-of-mind returns. Please double-check your basket, peptide, size, and delivery option before submitting your order. Lab-fault and mis-shipped cases are covered separately in section 2 below — those rights are not affected by this policy.

2. Faulty, damaged, or mis-shipped goods

If a vial arrives damaged, broken, or with a compromised tamper seal — or if the wrong compound, dosage, or lot ships — the lab will replace the item at no charge. Notify us within 48 hours of receipt with photographs of:

  • The shipping envelope and any visible damage
  • The vial(s) in question, showing the lot ID on the cap
  • The packing slip and any QC seal

Send the photographs to returns@optimallab.co.uk or through the contact form.

3. How replacements are handled

  • Once the fault is confirmed from your photographs, the lab ships a free-of-charge replacement of the same item.
  • Replacement outbound shipping is covered in full by the lab on lab-fault and mis-shipped orders.
  • There are no change-of-mind returns — see section 1. Where an identical replacement is not possible, your statutory rights in respect of faulty goods are not affected — see the note below.

4. Anything we cannot accept

  • Opened or unsealed vials
  • Reconstituted product
  • Items received more than 30 days ago
  • Items returned without prior return authorisation

Statutory rights are not affected by this policy. If a remedy under the Consumer Rights Act 2015 conflicts with anything stated here, the statutory rule prevails.