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Shipment protection

Returns and replacements

What we can and can’t take back, and how we put things right when a delivery goes wrong.

Every parcel is protected in transit

If a parcel is lost, held by customs or arrives damaged, we put it right with a free replacement shipment or a refund to the bank account you paid from. Every claim needs photo or video evidence and is checked before we act.

How a claim works

  1. Document it

    Photograph the outer box, the shipping label and the contents before you unpack any further. A continuous unboxing video is the strongest proof.

  2. Contact us

    Send us your order number and a short description. We reply by email, and you send the photos or video in return. For a lost parcel, write once tracking hasn’t moved for 10 days.

  3. Get it put right

    Once your claim is verified, we send a free replacement or refund the product value to the bank account you paid from.

Covered

  • A parcel confirmed lost in transit, or 40 days without a tracking update
  • A parcel seized by customs, with the official customs notice
  • A parcel returned to us through no fault of yours
  • Items missing or damaged on arrival, with photo or video proof

Not covered

  • Returns or exchanges once an order has shipped
  • Cancelling or changing an order once it is with the carrier
  • Incorrect or incomplete address details
  • Delivery to a post office, parcel shop or parcel station
  • Refused or unclaimed parcels
  • Returns sent without our prior approval
  • Claims without photo or video evidence

Something arrived damaged or missing?

Check your parcel when it arrives. If you see damage or signs of tampering, document it before you open it and get in touch. We review every claim and confirm the next steps by email.

  • Take photos

    The outer box, the label and the contents, or an unboxing video

  • Send your order number

    With a short description of what happened

  • Replacement or refund

    Arranged as soon as your claim is verified

Report an issue

Claim timeline

No tracking update
Contact us after 10 days
Parcel treated as lost
After 40 days without an update
Damaged or missing items
Document on delivery, before opening
Replacement or refund
Once the claim is verified

Each order qualifies for one free replacement shipment, provided all delivery conditions were met. If delivery problems repeat or are caused by incorrect details, extra shipping costs may apply.

Please note

  • Our products are sensitive research materials. Once an order has shipped, it can’t be returned or exchanged.
  • Refunds are paid to the bank account you paid from.
  • Chargebacks raised without contacting us first may lead to the suspension of your account and may be disputed with proof of delivery.
  • By placing an order, you accept our shipping policy and the returns policy below.

Last updated: October 21, 2026

Due to the sensitive and perishable nature of our products (research peptides and laboratory materials), returns and exchanges are strictly not permitted once an order has been shipped.

No cancellations after shipment

Once your package has been processed and handed over to the carrier, it cannot be cancelled, altered or returned.

Refunds

Refunds are only issued in specific cases according to our reshipment policy, for example if a shipment is confirmed lost, seized or damaged during transit.

If eligible, the customer may choose between:

  • A replacement shipment, or
  • A refund of the full product value to the bank account you paid from.

Refunds are not granted for:

  • Incorrect or incomplete address information
  • Indication of a post or parcel shop, or a parcel station
  • Refusal to accept delivery
  • Unauthorised returns without prior approval
  • Violations of our shipping policy requirements

Damaged or missing products

Claims must include documented proof (such as an unboxing video or clear photos). If approved, Nevo Peptides will either send a replacement or issue a refund for the affected items.

Chargebacks

Unauthorised chargebacks without prior communication may result in suspension of account privileges and may be disputed by Nevo Peptides with evidence of delivery.

Contact for refund and return enquiries

Contact form: Send us a message

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