Last updated: 2 September 2026
This policy explains when you can cancel an order, when a product can be returned, and how refunds are handled. It forms part of our Terms of Use. If anything here is unclear, email [email protected] before you return anything.
1. Why this policy is stricter than most
Vitrapept supplies research compounds. Once a vial leaves our control we cannot verify how it was stored, whether the seal was broken, or whether the cold chain was respected. Accepting an opened or reconstituted vial back into stock would put the next researcher at risk, and would make the certificate of analysis for that batch meaningless.
For that reason returns are limited to items that are still sealed, unopened and unused, and to cases where something went wrong on our side.
2. Cancelling before dispatch
We dispatch within 24 hours, so the window is short. If you need to cancel or change an order, email [email protected] with your order number as soon as possible. If the parcel has not been handed to the carrier, we cancel it and refund you in full. If it has already gone, the return process below applies instead.
3. Returning an unopened item
You may request a return within 14 days of delivery, provided the item is:
- Sealed, with the manufacturer seal and any tamper evident cap intact.
- Unopened, unreconstituted and unused.
- In its original packaging, with the label and batch number readable and undamaged.
- Stored correctly since delivery, in line with the storage guidance on the product page.
Please do not send anything back before contacting us. Returns received without an agreed return reference cannot be identified against an order and may not be refundable.
4. Items we cannot accept back
For safety and integrity reasons we cannot accept:
- Any vial that has been opened, punctured, reconstituted or partly used.
- Bacteriostatic water or any diluent once the seal is broken.
- Items where the label, batch number or QR code has been removed or defaced.
- Items returned after the 14 day window without a fault on our side.
- Items damaged after delivery through storage, handling or transport arranged by you.
5. Damaged, incorrect or missing items
Check your parcel on arrival. If an item arrives damaged, incorrect or missing, tell us within 7 days of delivery and include:
- Your order number.
- Photographs of the outer packaging, the vial and the label, including the batch number.
- A short description of what is wrong.
Where we are at fault, you choose a replacement or a full refund, including the original shipping cost. We pay return postage in these cases, and we do not ask you to return a broken vial where doing so would be unsafe.
6. Purity or certificate concerns
Every batch is third party tested for purity by HPLC, identity by mass spectrometry, heavy metals and endotoxins, and its certificate is published on this site. If your own analysis materially disagrees with the certificate for that batch, contact us with the batch number and your results.
We take this seriously. We will review the batch, and where the discrepancy is confirmed we will refund or replace the affected units and, where appropriate, withdraw the batch.
7. Delivery problems
EU orders are tracked and normally arrive in 2 to 4 business days. If tracking has not moved for 10 business days, contact us and we will open an enquiry with the carrier. Where a parcel is confirmed lost in transit we replace or refund it.
We cannot refund a parcel that tracking shows as delivered but which was taken from an unattended location, or one that failed because the address given was incomplete or incorrect.
Shipments delayed, seized or destroyed by customs are not automatically refundable. It is your responsibility to confirm that the products may lawfully be imported into your country before ordering.
8. How to start a return
- Email [email protected] with your order number and the reason for the return. You can also reach us on Telegram at @vitrapept_support.
- We reply with a return reference and the return address. We answer Monday to Saturday, 9:00 to 18:00 CET.
- Pack the item securely in its original packaging and include the return reference.
- Send it with a tracked service and keep the proof of postage.
9. Return shipping costs
If the return is because of our error, a damaged, incorrect or defective item, we cover return shipping. If you are returning an unopened item for any other reason, you pay the return postage, and the original shipping charge is not refunded.
Until the parcel reaches us it remains your responsibility, so we recommend a tracked service. We cannot refund a return that never arrives and cannot be traced.
10. Refunds
Once your return arrives we inspect it and email you the outcome. Approved refunds are issued within 14 days of receipt, to the original payment method.
- Card payments normally appear within 5 to 10 business days, depending on your bank.
- Bank transfers are returned to the account the payment came from.
- Cryptocurrency payments are refunded in the same asset, at the value in the original currency at the time of the order. Network fees are deducted and exchange rate movement between purchase and refund is not compensated.
If a refund has not reached you within 10 business days of our confirmation email, check with your bank or payment provider first, then contact us.
11. Statutory rights
Nothing in this policy affects any right you have under mandatory consumer law in the country where you live. Where you buy as a business or research organisation, the terms above apply in full.
12. Contact
Email [email protected], or message us on Telegram at @vitrapept_support. We answer Monday to Saturday, 9:00 to 18:00 CET.
