Return & Refund Policy

This policy applies to products purchased from biohacklondon.com and sits alongside — and does not affect — your statutory rights. All products are supplied strictly for laboratory research use only and not for human consumption; nothing in this policy implies otherwise.

If you are a consumer, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you have the right to cancel your order within 14 days without giving a reason. The cancellation period ends 14 days after the day you (or someone you nominate) receive the goods; where an order is delivered in instalments, 14 days after the last item is received.

To exercise this right, tell us of your decision to cancel by a clear statement — by email to info@biohacklondon.com or using the model cancellation form at the end of this policy — before the cancellation period expires.

The right to cancel does not apply to sealed goods which are not suitable for return for health protection or hygiene reasons, where they have become unsealed after delivery. Our peptide vials and related sterile products are supplied sealed for these reasons. Accordingly:

• Unopened itemswith the manufacturer's seal intact may be cancelled and returned within the 14-day period; and
• Once an item's seal is broken or the vial is opened, it can no longer be returned under the cooling-off right, for hygiene and safety reasons.

This exception does not affect your rights in respect of faulty, damaged, or misdescribed goods (section 6).

If you cancel, you must send the goods back without undue delay and within 14 days of telling us you wish to cancel, to:

You are responsible for the cost of return postage for change-of-mind cancellations. You must take reasonable care of the goods while in your possession; we may reduce your refund to reflect any loss in value caused by handling beyond what is necessary to establish the nature and characteristics of the goods.

We will refund all payments received from you, including standard delivery, within 14 days of receiving the goods back (or, if earlier, within 14 days of you supplying evidence you have returned them). Refunds are made to your original payment method; you will not incur any fees. We may withhold the refund until the goods are received or proof of return is provided.

Separately from the cooling-off right, under the Consumer Rights Act 2015 goods must be of satisfactory quality, as described, and fit for purpose. If an item is faulty, damaged in transit, or not what you ordered:

• You have the right to reject and receive a full refund within 30 days of receipt; or
• After 30 days, you are entitled to a repair or replacement, and thereafter a price reduction or refund.

Please contact info@biohacklondon.com with your order number and, where possible, photographs, as soon as you become aware of the issue, so we can confirm the issue before you return anything. Once confirmed, we will refund your reasonable return postage for faulty, damaged, or incorrect items. These rights apply whether or not the seal has been broken.

Some products are temperature-sensitive. This does not affect your statutory rights or your cooling-off right for unopened items; it means only that we ask you to store items appropriately and to contact us promptly about any quality concern.

The 14-day cooling-off right in section 2 applies to consumers only. Where you buy in the course of a business, the cancellation right does not apply, though your rights in respect of faulty or misdescribed goods are unaffected.

Nothing in this policy limits or excludes your statutory rights as a consumer, including under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

If you are unhappy with how we handle a return or refund, please contact info@biohacklondon.com and we will do our best to resolve it. If we cannot resolve your complaint, you may seek independent advice (for example from Citizens Advice).