Customer Support & Order Information

Refund and Returns Policy

At Skye Peptide Lab, we want customers to have clear information about order cancellations, returns, refunds, and how to contact our support team when an order-related issue arises.

Last updated: October 26, 2026

Before requesting a return: Please contact our support team for instructions before sending any product back. Do not ship items to an address unless our team has confirmed the appropriate return arrangements.

1. Overview

This Refund and Returns Policy explains how Skye Peptide Lab handles requests involving cancellations, returns, damaged deliveries, incorrect items, and refunds.

Return and refund eligibility may depend on the nature of the product, its condition, the circumstances of the request, and applicable law. Nothing in this policy is intended to exclude or restrict a consumer right that cannot legally be excluded.

If you have a concern about an order, please contact us promptly so that we can review the details and explain the available options.

2. Return Eligibility

Because some items offered by Skye Peptide Lab may be research materials or products with specific handling and storage requirements, not every item will necessarily be eligible for return after delivery.

When assessing a return request, we may consider:

  • Whether the item received matches the order confirmation.
  • Whether the package or item arrived damaged.
  • Whether the product remains unopened and in its original packaging.
  • Whether the product has been stored, handled, or altered after delivery.
  • Whether the request falls within any applicable return period disclosed at purchase.
  • Any legal requirements applicable to the particular transaction.

Please do not open, use, alter, or dispose of an item that you believe is incorrect or damaged before contacting us, where doing so can reasonably be avoided.

We will review each request on its circumstances. Any restrictions on returns remain subject to applicable consumer protection laws.

3. Damaged, Incorrect, or Missing Items

If your order arrives visibly damaged, contains an incorrect item, or appears to be missing an item, contact our support team as soon as reasonably possible.

To help us investigate, please provide:

  • Your order number and the email address used at checkout.
  • A description of the issue.
  • Clear photographs of the outer package, shipping label, and affected item, where available.
  • Any relevant batch or lot identification shown on the packaging, if applicable.

After reviewing the information, we will explain the next steps. Depending on the circumstances and applicable law, the resolution may include a replacement, refund, or another appropriate remedy.

Please retain the packaging and affected item until we advise you how to proceed, unless doing so would be unsafe.

4. Order Cancellations

If you need to cancel an order, contact us as quickly as possible and include your order number. We will check whether the order has already been processed, packed, or dispatched.

Cancellation may be possible before dispatch, but it cannot be guaranteed once fulfilment or shipping has begun. If an order has already shipped, contact us for guidance on the options available under this policy and applicable law.

Any cancellation charges, where legally permitted, will be communicated as applicable. Statutory cancellation or refund rights will not be limited by this section.

5. Refund Eligibility and Processing

Refund requests are reviewed based on the order details, the reason for the request, the product’s condition, and applicable law. Submitting a request does not automatically mean a refund has been approved.

If a refund is approved:

  • We will confirm the approved refund amount and the applicable resolution.
  • Where possible, the refund will be returned to the original payment method.
  • Your bank, card issuer, or payment provider may require additional time to post the funds.
  • If the original payment method is no longer available, contact us to discuss the available options.

We cannot guarantee the exact date funds will appear in your account because processing times may depend on third-party financial institutions.

If you believe an approved refund has not arrived, please contact us with your order number and refund confirmation, if available.

6. Return Shipping and Related Costs

Before returning an item, contact us to confirm whether a return is authorized, where it should be sent, and who is responsible for the shipping costs.

Responsibility for return shipping and any associated costs will depend on the reason for the return, the circumstances of the order, and applicable law.

Where an item was supplied incorrectly or arrived damaged, please contact us before paying for return shipping so we can explain the appropriate process.

Do not send a return using an unapproved method or to an unconfirmed address. We are unable to guarantee that an unauthorized shipment can be identified or processed promptly.

7. Research Materials and Product-Specific Restrictions

Some products may have specific storage, handling, packaging, or documentation requirements. For this reason, a product’s eligibility for return may differ from that of an ordinary consumer item.

Do not return opened, compromised, improperly stored, or potentially contaminated materials without first receiving instructions from our team. Do not ship materials in a way that could create a safety or regulatory concern.

Product-specific restrictions do not override rights or remedies that apply under mandatory consumer protection law. If you are unsure whether an item can be returned, contact us before taking further action.

8. Exchanges and Replacements

If you received an incorrect or damaged item, contact our team before requesting an exchange or replacement. We will assess the circumstances and explain which options are available.

Replacements depend on product availability and any applicable restrictions. Where a replacement is not available or is not an appropriate remedy, another resolution may be considered in accordance with applicable law.

9. Situations Requiring Individual Review

Some requests may require additional information before a decision can be made. Examples include:

  • Orders reported as delivered but not received.
  • Packages with shipping damage or signs of tampering.
  • Items that appear to differ from the published product description.
  • Duplicate orders or suspected payment errors.
  • Requests involving products subject to special handling or legal restrictions.

We may request relevant supporting information to investigate the issue. Each case will be assessed fairly, taking into account the available evidence and any applicable legal obligations.

10. Payment Disputes

If you have a question about a charge or refund, please contact us so we can review the transaction and try to resolve the issue. You may also contact your payment provider where appropriate.

Nothing in this section prevents you from exercising any rights available through your card issuer, bank, payment provider, or applicable law.

12. Changes to This Policy

We may update this page to reflect changes to our procedures, products, or legal requirements. The latest revision date will be shown near the top of this page.

Any update will not remove rights that cannot lawfully be excluded or retrospectively change rights that already apply to a completed purchase.

13. Contact Us About a Return or Refund

For help with an order, cancellation, damaged delivery, incorrect item, or refund request, contact Skye Peptide Lab and include your order number where possible.

Skye Peptide Lab Support

Email: sales@skyepeptidelab.com

Phone: (720) 446-8791

Please do not include payment card numbers, passwords, or other unnecessary sensitive information in your email.

Contact Support

This page provides general policy information and is not legal advice. Review it against your actual business procedures and the consumer laws applicable to your customers before publishing.