Last updated: 16 April 2026
This policy applies to all orders placed through www.ouropeptides.com, operated by Ouro Peptides Limited (company number 17129783).
Your right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving the goods, without giving any reason.
To exercise this right, you must inform us of your decision by email at support@ouropeptides.com before the 14-day period expires.
Conditions for returns
To be eligible for a return and refund, the product must meet all of the following conditions:
- The product is unopened and in its original sealed packaging.
- The product is in the same condition as received, with all labels and seals intact.
- You provide your order number and reason for return (optional but helpful).
We cannot accept returns of opened, unsealed, or tampered products. This is a strict policy applied for biosecurity and product integrity reasons — once a sealed vial has been opened, we cannot verify that the contents remain uncontaminated, and we cannot resell the product.
How to initiate a return
- Email support@ouropeptides.com with the subject line “Return request — Order #[your order number]”.
- We will respond within one business day with return instructions and a return address.
- Ship the product back to us using a tracked delivery service. You are responsible for return shipping costs unless the product was faulty or we made an error.
- Once we receive and inspect the returned product, we will notify you by email whether your refund is approved.
Refund processing
Approved refunds are processed within 5 business days of receiving the returned goods. Refunds are issued to the original payment method used at checkout:
- Card payments: Refunded to the same card. Please allow 5–10 additional business days for the refund to appear on your statement, depending on your bank.
- Cryptocurrency payments: Refunded in GBP equivalent to a UK bank account you provide, at the exchange rate on the date of refund. We do not refund in cryptocurrency.
- Open banking payments: Refunded to the originating bank account.
Faulty or incorrect products
If you receive a product that is faulty, damaged, or not what you ordered, please contact us at support@ouropeptides.com within 48 hours of delivery. Include your order number, a photograph of the product and packaging, and a description of the issue.
We will arrange a replacement or full refund (including return shipping costs) at our discretion. In most cases, we will issue a replacement with the next available dispatch.
Products not eligible for return
The following products cannot be returned for a refund under any circumstances:
- Products that have been opened, unsealed, or tampered with
- Products where the labelling or packaging has been removed or altered
Late or missing refunds
If you have not received your refund within the expected timeframe, check your bank account or card statement again, then contact your bank as there is often a processing delay. If you have done both and still have not received your refund, please contact us at support@ouropeptides.com and we will investigate.
Contact
Ouro Peptides Limited
247-249 Old Brompton Road, London, SW5 9HP, United Kingdom
Email: support@ouropeptides.com