Refund Policy

Pure Grade Labs refund and returns policy.

puregradelabs.com | support@puregradelabs.com

This policy applies to all orders placed at puregradelabs.com. Please read it carefully before purchasing. By placing an order, you confirm you have read and accepted this policy.

1. Our Position on Returns

Due to the nature of peptide products, we operate a strict no-returns policy on all dispatched orders. This is a safety and product-integrity requirement.

We cannot accept returned peptide products because:

We cannot verify storage conditions once a product leaves our fulfilment centre. Peptides require controlled storage (typically -20°C) and any break in the cold chain compromises product integrity.
We cannot re-sell or redistribute returned peptide products once they have left our controlled environment.

This policy applies to all products in all circumstances, except the specific exceptions listed in Section 3 below.

2. No Returns Policy — Standard Orders

Once your order has been dispatched from our UK fulfilment centre, we are unable to accept a return or issue a refund under standard circumstances. The following are not valid grounds for a refund under our policy:

Change of mind
Ordering the wrong product or the wrong quantity
Delayed delivery within the carrier's estimated timeframe
The product not meeting your expectations
No longer requiring the product

We strongly encourage all customers to review product information and batch Certificates of Analysis (COAs) before placing an order.

3. Refund and Replacement Exceptions

We will issue a full refund or replacement in the following circumstances only. All claims must be made within 48 hours of delivery confirmation.

3.1 Damaged on Arrival

If your order arrives visibly damaged (damaged outer packaging, broken vials, or compromised product integrity):

Email support@puregradelabs.com within 48 hours of delivery
Include photographic evidence of the damage to the outer packaging and the product
Include your order number

We will offer a replacement order or a full refund at our discretion. We may ask you to retain the damaged goods for our records.

3.2 Incorrect Product Sent

If we have dispatched a product different from what you ordered:

Email support@puregradelabs.com within 48 hours of delivery
Include your order number and a photo of the product label received
Do not open or use the incorrect product
We will issue a returns authorisation and arrange collection at our cost

A replacement of the correct product will be dispatched upon receipt and verification of the returned item. A full refund is available if replacement is not possible.

3.3 Significant Purity Discrepancy

If you have reason to believe the product purity is materially below the specification stated on the batch Certificate of Analysis (COA):

Email support@puregradelabs.com with your concern and order number
We may request independent third-party laboratory verification of the purity claim
If a verified purity discrepancy is confirmed, we will offer a full refund or replacement

Note: Purity variation within the tolerance bands stated on the COA does not constitute a discrepancy.

3.4 Lost in Transit

If your tracked order shows no delivery scan within 10 working days of the dispatch notification:

Contact us at support@puregradelabs.com with your order number
We will raise an investigation with the carrier
If the parcel is confirmed lost by the carrier, we will reship or refund at your preference

We are not liable for parcels delayed or held by postal services during periods of exceptional volume or adverse weather. A delay is not the same as a lost parcel.

4. Customs Seizures

For international orders, if your parcel is seized by customs in your destination country:

Contact us at support@puregradelabs.com with your order number and any customs documentation
We will assess each case individually
We may offer a one-time reship at our discretion. We do not guarantee reshipping for repeated seizures to the same destination.

It is the purchaser's responsibility to verify that the products ordered are legal to import into their jurisdiction before placing an order. Pure Grade Labs is not liable for seizures arising from the purchaser ordering products that are restricted in their country.

Note: For UK domestic customers, this does not apply. Your parcel ships from our UK fulfilment centre directly to your UK address — there is no customs crossing.

5. How to Request a Refund or Replacement

All refund and replacement requests must be submitted by email only:

Email: support@puregradelabs.com
Subject line: Refund Request — Order #[your order number]
Include: order number, description of the issue, photographic evidence where applicable
Deadline: within 48 hours of delivery confirmation

Approved refunds are returned to the original payment method.

6. Statutory Rights

This policy does not affect any statutory rights you may have under UK consumer law. Where applicable, your rights under the Consumer Rights Act 2015 are preserved.