DEUS / Customer information
Returns & Refunds
How cancellations, damaged or incorrect orders, returns and approved refunds are handled.
Last updated: 1 August 2026
Your statutory rights
This policy does not affect any statutory rights you may have. If goods are faulty, damaged, incorrect or not as described, contact us so we can investigate and put the issue right.
Cancelling before dispatch
If you contact us before your order has been dispatched, we will try to cancel it and refund any amount already paid. Once an order has been dispatched, cancellation may no longer be possible.
Sealed research products
Products are sealed research materials. For safety, integrity and quality-control reasons, we may not be able to accept returns of opened, unsealed, prepared after delivery, used, damaged-after-delivery or otherwise compromised products.
Damaged, incorrect or missing items
If your order arrives damaged, incorrect or incomplete, email hello@deuspeptide.com as soon as possible after delivery. Include your order number, a clear description of the issue, photos of the packaging, product and shipping label, and any courier damage information.
Lost parcels
If tracking suggests a parcel is lost, we may need the courier to complete an investigation before issuing a replacement or refund. If delivery confirmation exists at the address provided, we may ask for further evidence before taking action.
Incorrect address or refused delivery
Please check your delivery address before ordering. If a parcel is delayed, returned, refused or delivered incorrectly because of address details supplied at checkout, reshipment or refund may be limited and extra shipping costs may apply.
How refunds are paid
Approved refunds are normally made to the original payment method. We aim to process approved refunds within 14 days after receiving returned goods or confirming that no return is required. Your bank or payment provider may take longer to show the refund.
Return authorisation
Contact hello@deuspeptide.com before sending anything back so we can provide the correct return instructions. You can also review our Shipping & Delivery information.