When the delivery arrives
- Check it against the delivery note: quantities, batch numbers and packaging.
- Look at the temperature indicator, if the shipment has one, before you open the inner packaging.
- Store each product straight away, as shown in the storage column of the packing list, even while you check.
If something's wrong
Write to David Brooks at david@ukmasterpeptides.com within 48 hours of delivery, with:
- your order number and the batch numbers concerned;
- what's wrong, in a sentence or two;
- photographs of the outer box and its label, the temperature indicator if there is one, the products as they arrived, and the delivery note.
Keep the packaging and the products, and don't use or throw away anything that's part of the claim until we've replied. We'll acknowledge your claim within one working day.
What we do next
| Problem | What we do |
|---|---|
| Short delivery | Check the packing records and the carrier's records, then send what's missing or refund it |
| Damaged in transit | Claim against the carrier, and replace or refund the damaged items |
| Wrong product or strength | Arrange collection and send the right item |
| Temperature indicator triggered | Review the shipment record with you and replace the affected items if the product's storage condition was breached |
| Documents don't match the product | Check the batch against the manufacturer's certificate and correct the documents, or replace the product |
Quality concerns
If you think a product doesn't match the certificate of analysis for its batch, for example because your own test gives a different result, write to info@ukmasterpeptides.com with the batch number and your results. We'll look into it with the manufacturer. The 48 hours deadline is for shortages and damage; raise a quality concern as soon as you find it.
Returns
- Temperature-controlled products can't be returned once delivered, unless they're faulty. Once a product has left our cold chain we can't be sure how it was kept, so we can't take it back into stock.
- Other products can be returned only if we agree in writing first.
- Faulty or wrong items: we arrange and pay for the collection.
Why storage matters so much is explained in storage and shipping.
These rules are part of our terms of supply (sections 8 and 9). Questions: contact us.