Refund policy
Refund & Returns Policy
When you're eligible for a refund or replacement, what isn't covered, and how to request one.
Our Commitment
Velyx Research Ltd is committed to supplying research-grade peptides of the highest quality. Every product we sell is supplied with a batch-specific Certificate of Analysis confirming purity and identity at the point of manufacture.
If you are not satisfied with your order for any reason, please contact us and we will do our best to resolve the issue promptly.
Eligibility for Refunds
We offer refunds or replacements in the following circumstances:
- Your order arrives damaged or visibly compromised in transit — photographic evidence of the packaging and contents must be provided within 12 hours of receipt.
- You receive an incorrect product.
- Your order does not arrive within 10 working days of your expected delivery date.
- The product supplied does not match the purity stated on the Certificate of Analysis.
Timing matters
All claims above must be raised within 7 days of receiving your order (see "How to Request a Refund" below).
Claims for damage specifically require photographic evidence within 12 hours of receipt, in addition to falling within this 7-day window.
Please note: once an order has been dispatched, responsibility for transit passes to the courier. Where damage occurs in transit, we will work with you to resolve the issue but cannot be held liable for damage caused after the order has left our facility.
Unopened Products
Unopened products are only eligible for a refund or replacement where one of the circumstances listed above applies: damaged in transit, incorrect item, late arrival, or a purity mismatch against the Certificate of Analysis.
We do not offer refunds or returns on unopened products where the customer has simply changed their mind.
Opened or Reconstituted Products
Once a product has been opened or reconstituted, it is no longer eligible for a refund or replacement, regardless of the reason for the request.
This is due to the nature of research-grade compounds and the inability to verify the condition or handling of a product once the seal has been broken.
Non-Refundable Circumstances
Due to the nature of research-grade compounds and the inability to verify their condition once supplied, we are unable to accept returns or offer refunds in the following circumstances:
- You have changed your mind after placing an order.
- The product has been opened or reconstituted.
- The product has not been handled or stored in accordance with the applicable batch documentation or the customer's established laboratory procedures.
- More than 7 days have passed since receipt of your order.
Return Postage
Where a product needs to be physically returned to us as part of resolving a claim, return postage is the customer's responsibility.
We recommend using a tracked service, as we cannot process a refund or replacement for an item that does not reach us.
How to Request a Refund
To request a refund or replacement, please contact us at hello@velyx.co.uk within 7 days of receiving your order.
Please include:
- Your order number.
- A description of the issue.
- Photographic evidence where applicable (required for all damage claims within 12 hours of receipt).
We aim to respond to all refund requests within 2 business days.
Refund Process
Approved refunds will be processed to your original payment method within 5–10 business days.
We will notify you by email once your refund has been processed.
Replacements
In some cases we may offer a replacement product rather than a refund. We will always discuss this with you and agree the best resolution before proceeding.
Your Consumer Rights
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or any other applicable UK consumer protection legislation.
Contact Us
For any questions about our refund policy, please contact us at hello@velyx.co.uk or via our Contact page.