If it's not right, we make it right.
Change your mind within 14 days and send it back for a full refund. If it arrives damaged, or a unit will not hold its stated 2–8°C, we replace or refund it — and every order is covered by PeptidesFridge shipment protection.
Damaged in transit
Broken vial, crushed box or missing item? We resend the affected products, no return needed.
Wrong item received
If your parcel doesn't match the order, we correct it at our cost.
Off-spec unit
A unit that doesn't hold its stated 2–8°C range is replaced or refunded in full.
48-hour window
Report issues within 48 hours of delivery with photos and your order number.
One point of contact
Our UK-based team handles claims directly — no ticket queues or bots.
Fast resolution
Most claims resolved within one working day.
How to make a claim
- 01Email [email protected] within 48 hours of delivery.
- 02Include your order number and clear photos of the affected item and outer packaging.
- 03We review the claim and confirm the resolution — replacement, refund, or credit — within one working day.
Your legal rights
Cancelling because you changed your mind
As a consumer you have 14 days from the day you receive your order to cancel it, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. You do not need a reason. You then have a further 14 days to send the goods back.
- Email [email protected] with your order number and say you are cancelling. A clear statement is enough — there is no form to chase.
- We refund everything you paid, including standard outbound delivery, within 14 days of receiving the goods back, to the payment method you used.
- Return postage is yours to pay. Use a tracked service — until it reaches us the parcel is your responsibility.
- You may inspect and handle the unit as you would in a shop. If you go further and reduce its value, we may deduct that reduction from the refund.
If the cooler is faulty or not as described
Under the Consumer Rights Act 2015 goods must be as described, fit for purpose and of satisfactory quality. If yours is not, you have 30 days from delivery to reject it for a full refund. After that we will repair or replace it, and you can still claim a refund if a repair or replacement is not possible or does not fix the problem.
On top of those rights, every unit carries a 2-year warranty on the cooling module, battery and display. Faulty returns are at our cost — we send a prepaid label.
Business customers
The 14-day cancellation right applies to consumers. Business orders are covered by the warranty and by our terms and conditions.