Refund and Returns Policy
Last updated: January 2025
Overview
Due to the pharmaceutical nature of our peptide products, we maintain strict quality and safety standards. This policy outlines our refund and return procedures.
No Returns on Opened Products
For safety and quality reasons, we cannot accept returns of:
- Opened or used products
- Products with broken seals
- Products stored improperly after delivery
- Products past 48 hours from delivery
This policy complies with EU Consumer Rights Directive exceptions for perishable pharmaceutical goods.
Eligible Refunds
1. Defective or Damaged Products
If you receive a damaged or defective product:
- Contact us within 48 hours of delivery
- Provide photos of damage/defect
- Include order number and product details
- Email: support@balticbiolabs.eu
We will provide:
- Full refund, OR
- Free replacement shipment
2. Wrong Product Shipped
If we shipped the incorrect product:
- Contact us within 48 hours of delivery
- Do not open the product
- Provide order number and photos
- We will arrange free return shipping and send correct product
3. Non-Delivery
If your order does not arrive within 7 business days:
- Contact us with tracking number
- We will investigate with courier
- Full refund or reship provided
Non-Refundable Situations
We cannot provide refunds for:
- Change of mind after purchase
- Opened products
- Products stored outside 2-8ยฐC temperature range
- Orders refused at delivery
- Incorrect shipping address provided by customer
- Products past 48-hour claim window
Refund Process
1. Submit Request:
Email: support@balticbiolabs.eu
Include: Order #, reason, photos if applicable
2. Review Period:
We review within 24-48 hours
3. Approval:
If approved, refund processed within 5-7 business days
4. Refund Method:
Original payment method (credit card, bank transfer, etc.)
EU Consumer Rights
Under EU Consumer Rights Directive:
- 14-day cooling-off period applies to unopened products only
- Exception: Perishable pharmaceutical goods (peptides)
- Right to cancel does not apply to opened/unsealed products
- Buyer responsible for return shipping costs (if applicable)
Temperature-Sensitive Products
Peptides require 2-8ยฐC storage:
- Products shipped with ice packs
- Customer responsible for immediate refrigeration upon delivery
- Refunds denied if temperature abuse suspected
- Track shipment and arrange to be home for delivery
Shipping Costs
- Defective products: We cover return shipping
- Wrong item shipped: We cover return shipping
- Change of mind (unopened): Customer pays return shipping
- Restocking fee: None for defective/wrong items
Contact Us
For refund requests or questions:
Email: support@balticbiolabs.eu
Response time: 24-48 hours
Business hours: Monday-Friday, 9:00-17:00 CET