Shipping & Returns
Fast, reliable delivery across Europe.
Clear policies for returns and damaged goods.
Shipping Options
Netherlands
- PostNL Standard: 1–2 business days, €4.95 (free on orders over €100)
- DHL Express: Next business day, €9.95
- Same-Day Delivery: Available in the Amsterdam area, €15.00 (order before 12:00 CET)
European Union
- DHL Economy: 2–5 business days, €9.95 (free on orders over €150)
- DHL Express: 1–2 business days, €19.95
Outside the European Union
- DHL International: 5–10 business days, €29.95
- Customs duties and taxes are not included
All shipments include tracking. A tracking number is provided once your order has been dispatched.
Processing Times
Order Processing
- Orders placed Monday–Friday before 16:00 CET: Same-day dispatch
- Orders placed after 16:00 CET or on weekends: Next business day dispatch
- Business account orders: May require additional verification before shipment
Delivery Estimates
Delivery times are estimates based on carrier guidelines. We are not responsible for delays caused by:
- Weather conditions
- Customs processing
- Carrier operational issues
- Incorrect or incomplete address details provided by the customer
Order Tracking
You can track your shipment via:
- The dispatch notification sent after shipment
- Your account order history
- The carrier’s website using your tracking number
Packaging
Discrete Packaging
All orders are shipped in plain, unmarked boxes or envelopes. There is no external indication of contents or company name. The return address displays only a neutral identifier such as “R. Labs”.
Temperature Control
Peptide products are packed using:
- Insulated packaging for temperature stability
- Cold packs for temperature-sensitive shipments (summer months or extended transit)
- Protective cushioning to prevent vial damage
- Desiccant packs to control moisture
Documentation Included
Each shipment includes:
- Packing slip (no prices shown, suitable for customs)
- Certificate of Analysis
- Handling and storage guidelines
- Safety Data Sheet
Invoices are sent separately for privacy.
Customs and Import
EU Customers
- No customs duties or import taxes
- VAT applied at checkout according to your country’s regulations
Non-EU Customers
You are responsible for:
- Import duties and taxes assessed by your country
- Customs clearance fees
- Compliance with all local import regulations
Shipments are declared as “Research Peptides” with HS code 2924.20. We cannot mark orders as gifts or undervalue contents.
Restricted Countries
We do not ship to countries where peptide import is prohibited. Please verify your local regulations before ordering.
Return Policy
Eligible Returns
Returns are accepted only if all of the following conditions are met:
- Products are unopened and in original sealed packaging
- Return request is made within 14 days of delivery
- Original receipt and batch documentation are included
Non-Returnable Items
We cannot accept returns for:
- Opened or used products
- Products improperly stored after delivery
- Items damaged due to customer handling
- Orders placed more than 14 days prior
This policy protects product integrity and complies with research chemical handling standards.
How to Return
Step 1: Request Authorization
Contact us using the [RETURNS CONTACT PLACEHOLDER] and provide:
- Order number
- Reason for return
- Photos showing unopened, sealed product
You will receive return authorization instructions.
Step 2: Package Securely
- Use original packaging whenever possible
- Include the return authorization documentation
- Ensure the product is sealed and undamaged
Step 3: Ship the Return
- Use a trackable shipping method
- Retain the tracking receipt
- Ship to the address provided in your return authorization
Return Shipping Costs
- Return shipping is the customer’s responsibility unless the item is defective or incorrect
- Insured shipping is recommended for high-value returns
- We are not responsible for returns lost in transit
Refunds
Refund Processing
- Inspection upon receipt: 1–2 business days
- Refund issued to original payment method: 5–7 business days
- Shipping costs refunded only if the error was ours
Refund Amount
- Full product price for eligible returns
- Original shipping costs not refunded unless the order was incorrect
- No restocking fees for unopened, approved returns
Partial Refunds
Partial refunds may be issued if:
- Packaging shows minor damage
- Required documentation is missing
- The return is received after the 14-day window (at our discretion)
Damaged or Incorrect Orders
Reporting Window
Issues must be reported within 48 hours of delivery.
Damaged in Transit
- Keep all packaging materials
- We file a carrier claim and send a replacement at no cost
Incorrect Products
If you receive an incorrect item:
- We ship the correct product immediately
- Return shipping for the incorrect item is covered by us
Missing Items
If your order is incomplete:
- We verify against packing records
- Missing items are dispatched promptly once confirmed
Quality Concerns
If you suspect a quality issue (appearance, labeling, or batch concerns):
- Discontinue use immediately
- Contact us with the batch number
- We investigate with the manufacturer and replace if verified
Lost Packages
Netherlands
A package is considered lost after 7 business days without tracking updates. We issue a replacement or full refund.
EU Shipments
A package is considered lost after 14 business days. We initiate a carrier investigation and reship or refund once confirmed.
Non-EU Shipments
A package is considered lost after 21 business days. Customs-related delays are the customer’s responsibility; we assist with documentation when possible.
Investigation Process
We file claims with carriers and keep you informed throughout the process. Replacement or refund is issued upon confirmation or at our discretion.
Contact
Shipping Questions
Email: [SHIPPING SUPPORT EMAIL PLACEHOLDER]
Messaging App / WhatsApp: [MESSAGING CONTACT PLACEHOLDER]
Returns
Email: [RETURNS CONTACT EMAIL PLACEHOLDER]
Urgent Issues
Phone: [SUPPORT PHONE PLACEHOLDER]
Availability: Monday–Friday, 09:00–17:00 CET