Refund and Returns Policy
Peptide House does not offer refunds for change-of-mind purchases. Refunds or exchanges are available for items that arrive damaged, orders with missing or incorrect quantities, and items that don’t match what was ordered, provided you contact us within 7 days of delivery with supporting evidence. Approved refunds are returned to your original payment method within 5–10 business days.
Introduction
This Refund Policy explains when and how refunds are available for purchases made through Peptide House. We aim to be transparent about our process so you know exactly what to expect before and after you order.
By completing a purchase on our site, you’re agreeing to the terms set out below. We’d encourage you to read through this policy before checking out, particularly if you’re ordering for the first time.
Change-of-Mind Purchases Are Final
Once your order has been placed and processed, we’re not able to offer a refund simply because you’ve decided you no longer want the item. We don’t process change-of-mind returns, so please double-check your cart, product selections, and quantities before completing checkout.
Items Damaged in Transit
If your order arrives damaged, you may qualify for a full or partial refund. To be eligible:
- Let us know within 7 days of the delivery date
- Send through photos clearly showing the damage
- Use the prepaid return label we’ll issue you to send the damaged item back
Each damage claim is reviewed individually, and the refund amount (full or partial) reflects the extent of the damage reported.
Missing or Incorrect Quantities
If something’s missing from your order, or the quantities don’t match what you paid for, you may be entitled to a full or partial refund. To start a claim:
- Reach out within 7 days of receiving your order
- Describe the issue and include any evidence that supports your claim (e.g. photos of the packing slip or contents)
We’ll look into every report individually and aim to resolve it fairly.
Received the Wrong Product
If the item you received isn’t what you ordered, we’ll exchange it for the correct product at no extra cost. Here’s how that works:
- Contact us within 7 days of delivery
- We’ll send a prepaid return label for the incorrect item
- Your correct item ships out once we’ve received the wrong one back
Note that wrong-item cases are resolved through exchange only — a cash refund isn’t offered in this scenario.
Shipping returns
How to Submit a Refund or Exchange Request
To get a claim started:
- Email us at orders@peptidehouse.com.au
- Include your order number
- Explain what’s gone wrong with your order
- Attach any photos or documents that support your claim
We aim to respond within 2–3 business days with the next steps.
If you are returning more expensive items, you may consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
How Long Refunds Take
Once a refund is approved, it’s returned to whichever payment method you originally used to pay.
- Refunds generally land in your account within 5–10 business days
- Exact timing can vary depending on your bank or card provider
- You’ll get an email once the refund has been processed on our end
Frequently asked questions
Does Peptide House accept change-of-mind returns?
No. Refunds are not offered if you simply change your mind after an order has been placed and processed.
What should I do if my order arrives damaged?
Email orders@peptidehouse.com.au within 7 days of delivery with photos of the damage. We’ll assess the claim and arrange a prepaid return label.
Can I get a refund if I receive the wrong item?
Wrong items are resolved through an exchange, not a cash refund. Contact us within 7 days and we’ll arrange the swap at no cost to you.
How long do refunds take to process?
Approved refunds are returned to your original payment method and typically appear within 5–10 business days, depending on your bank.
Are sale items eligible for refunds?
Yes. Discounted and full-priced items are covered by the same refund terms.