Orders
Returns & Refunds Policy
Research peptide products require controlled handling and cannot be resold once opened. This policy explains when we will offer a replacement or refund, how to report an issue, and what is excluded. It forms part of our Terms & Conditions.
Change-of-mind returns
Due to the nature of research peptide compounds — including temperature sensitivity and contamination risk once a product seal is broken — we cannot accept returns for change of mind, including orders placed in error or where the buyer no longer requires the product.
All sales are made on the basis that products are supplied for lawful in-vitro research use only, as set out in our Research Use Policy.
When we will help
We will offer a replacement or full refund (including standard shipping paid on the original order, where applicable) if any of the following apply:
- Damaged in transit — the product or packaging arrived damaged due to a fault in our packaging or handling before dispatch;
- Wrong product supplied — the item received does not match the product and specification on your order confirmation;
- Specification not met — the product fails to meet the purity or identity stated on the Certificate of Analysis (CoA) for your batch.
For delivery times, packaging standards, and reporting damaged or missing parcels, see also our Shipping Policy.
Claims must be submitted within 48 hours of delivery. After this window we may be unable to investigate with the courier or verify product condition.
How to report an issue
Email hello@ascensionhc.co.uk with:
- Your order number;
- Product name and batch number (from the pen label or CoA);
- A clear description of the problem;
- Photographs of the outer packaging, pen(s), and any visible damage or discrepancy.
Do not open or use products you intend to claim against until we have reviewed your case, unless safety requires immediate disposal under your laboratory protocols.
Product returns to us
We may ask you to return the product for inspection before issuing a replacement or refund. If so, we will provide return instructions. Items must be sent securely, with tamper-evident seals intact where possible. We are not responsible for products lost or damaged in return transit unless we have arranged a prepaid return label.
Refunds & replacements
Approved refunds are issued to the original payment method within 5–10 working days of approval. Replacements are dispatched as soon as stock and verification allow; if a replacement cannot be supplied, a full refund will be offered instead.
Refund values reflect the agreed wholesale price paid for the affected items.
What we cannot refund
- Opened or used products (unless we have confirmed a specification or quality fault);
- Orders refused, delayed, or returned by customs or import authorities;
- Failed deliveries or parcels returned to sender because of incorrect address details or failure to collect within the courier’s timeframe;
- Products stored or handled contrary to supplied storage guidance or standard laboratory practice;
- Orders cancelled because we reasonably believe products will not be used for legitimate research purposes.
Your statutory rights
Nothing in this policy limits rights that cannot lawfully be excluded. This website supplies wholesale business buyers; contact us if you need clarification about your order.
Contact
For returns or refund enquiries, email hello@ascensionhc.co.uk with your order number. We aim to respond within one working day.