When the goods arrive
Before you sign for the delivery, look at the outer box. If it is crushed, wet or opened, write that on the courier's delivery note and photograph it.
Then, before anything goes into storage:
- check the seals, and any temperature indicator in the box;
- check the product, strength and batch number on each box against the delivery note and the certificate of analysis;
- count the boxes and vials;
- put each product into the storage its label gives.
How to make a claim
Report any problem within 48 hours of delivery. Write to sales@egypeptides.com and include:
- the quotation or order number, and the delivery note;
- the product, strength, batch number and quantity affected;
- what is wrong, with photographs of the outer box, the labels and the contents;
- for a quality complaint, your own results: the method, the laboratory and the raw data.
Keep the goods at their labelled storage condition, with all the packaging, until we reply. Do not use or discard them in the meantime.
What we do
| Problem | What happens |
|---|---|
| Damaged in transit | We replace the damaged items or refund them |
| Short delivery | We send what is missing |
| Wrong product or strength | We send the right one and collect the wrong one |
| Batch number differs from the paperwork | Set the goods aside. We check with the manufacturer and replace them if needed |
| Temperature indicator shows a breach | Send us the photograph. We ask the manufacturer whether the goods are still within specification, and replace them if they are not |
| A test result disagrees with the certificate | We send your evidence to the manufacturer, tell you the answer, and replace or refund the goods if the batch is out of specification |
Refunds go to the account that paid, in the currency paid.
What we cannot take back
Peptides are sensitive to heat and moisture, and once goods have left our control we cannot vouch for how they were kept. For that reason we do not accept returns of goods that were supplied correctly, including goods ordered by mistake or no longer needed.
Nothing is sent back without our written agreement. When we agree a return, we arrange the collection.
We do not accept a claim for goods damaged after delivery by storage or handling, or used outside the permitted uses in our terms of supply.
Cancelling an order
You may cancel at any time before you confirm a quotation. After confirmation, ask us first: goods already ordered from the manufacturer for you may not be cancellable.
Withdrawn batches
If a manufacturer withdraws a batch, or we lose confidence in one, we contact every buyer who received it, explain what to do with the goods, and mark the batch as withdrawn. Where an authority orders a recall, we follow its instructions.