Refund policy
RETURN AND REFUND POLICY
Last Updated: December 2025
At Peptiques, we are confident in the quality and effectiveness of our products. That's why we offer a 60-Day Money-Back Guarantee. If you are not completely satisfied with your purchase, we will refund you — even if the product has been opened or used.
1. 60-DAY MONEY-BACK GUARANTEE
We stand behind our products with a risk-free guarantee:
- 60-day refund window from the date you receive your order
- Opened or used products accepted — no questions asked
- 100% product price refunded (shipping costs excluded)
- Applies to products purchased directly from shop.peptiques.com
2. ELIGIBILITY CONDITIONS
To qualify for a refund, you must meet ALL of the following:
✅ Request a refund within 60 days of receiving your order
✅ Provide your valid order number (refund requests without order information will NOT be processed)
✅ Purchase made directly from our official website (shop.peptiques.com)
✅ One refund per customer per lifetime — to ensure fairness for all customers
WE RESERVE THE RIGHT TO REFUSE REFUNDS IF:
- We suspect fraudulent activity or abuse of our guarantee
- Multiple refund requests are made by the same customer, household, or payment method
- The order was not placed through our official website
- No valid order information is provided
3. NON-REFUNDABLE ITEMS
The following are NOT eligible for refunds:
❌ Products purchased from third-party retailers, marketplaces, or unauthorized sellers
❌ Orders shipped to incorrect or incomplete addresses provided by the customer
❌ Packages marked as "Delivered" by the carrier (we are not responsible for stolen packages)
❌ Digital products, e-books, or downloadable content
❌ Gift cards or promotional credits
❌ Orders previously refunded (one refund per customer policy)
4. HOW TO REQUEST A REFUND
Step 1: Contact Customer Service
Email us at contact@peptiques.com with:
- Your order number
- Your full name
- Reason for refund (optional, but helps us improve)
Step 2: Receive Return Instructions
Within 24-48 hours, we will send you:
- The return shipping address
- A Return Merchandise Authorization (RMA) number
- Packaging and shipping instructions
Step 3: Ship the Product Back
- Return shipping costs are YOUR RESPONSIBILITY
- We strongly recommend using tracked shipping with delivery confirmation
- Returns without tracking that are lost in transit are NOT our responsibility
- Keep your tracking number — you will need it if there are any issues
Step 4: Refund Processing
Once we receive and verify your return:
- Verification: 3-5 business days
- Refund processing: 2-3 business days
- Credit to your account: 5-10 business days (depending on your bank)
Total estimated timeframe: 10-18 business days from receipt of return.
5. REFUND AMOUNT & DEDUCTIONS
What is refunded: ✅ 100% of the product purchase price
What is NOT refunded: ❌ Original shipping fees paid at checkout
❌ Return shipping costs (your responsibility)
❌ If your original order qualified for FREE shipping, the actual shipping cost we paid may be deducted from your refund
6. LEGAL RIGHT OF WITHDRAWAL (EU CUSTOMERS)
In addition to our 60-day guarantee, EU customers benefit from the 14-day legal right of withdrawal under consumer protection laws.
- Applies to unopened products only
- Request must be made within 14 days of receiving your order
- Full refund including original shipping fees (excluding return shipping)
- Return shipping costs are your responsibility
7. DAMAGED OR DEFECTIVE PRODUCTS
If you receive a damaged or defective product:
- Contact us within 48 hours of delivery at contact@peptiques.com
- Include photos of the damage (claims without photos will NOT be processed)
- We will cover return shipping costs
- We will provide a replacement OR full refund (including original shipping)
IMPORTANT: Claims must be made within 48 hours of delivery. Late claims may not be honored.
8. ORDER ERRORS (OUR MISTAKE)
If we made an error with your order (wrong product, missing items, etc.):
- Contact us within 7 days of delivery
- We will correct the error at no cost to you
- Return and reshipment costs will be covered by us
- Full refund available if correction is not possible
9. PACKAGES MARKED AS DELIVERED
IMPORTANT: Once a package is marked as "Delivered" by the carrier, we are NOT responsible for lost, stolen, or missing packages.
If your tracking shows "Delivered" but you did not receive your package:
- Check with neighbors, building management, or household members
- Look in all possible delivery locations (porch, garage, mailbox, etc.)
- Contact the shipping carrier directly to file a claim
- File a report with local authorities if you believe the package was stolen
Any courtesy replacement or refund for packages marked as delivered is at our sole discretion and is NOT guaranteed.
10. UNDELIVERABLE PACKAGES
If a package is returned to us due to:
- Incorrect or incomplete address provided by customer
- Failure to pick up from carrier
- Refusal of delivery
- Address not found
The following applies:
- To reship: You must pay for new shipping costs
- To refund: We will deduct original shipping costs + a 15% restocking fee
11. ABUSE POLICY
We reserve the right to:
- Refuse refunds or service to customers who abuse our policies
- Cancel orders from customers with suspicious activity patterns
- Ban customers from future purchases if fraud is detected
- Report fraudulent activity to appropriate authorities
Examples of abuse include (but are not limited to):
- Multiple refund requests from the same person, household, or payment method
- Claiming non-delivery when tracking shows delivery
- Ordering with intent to return
- Providing false or misleading information
12. FREQUENTLY ASKED QUESTIONS
Can I return an opened product?
Yes! Our 60-day guarantee covers opened, used, or even empty products.
Who pays for return shipping?
Return shipping is the customer's responsibility, except for defective products or errors on our part.
Can I request multiple refunds?
No. Our guarantee is limited to ONE refund per customer per lifetime.
What if I haven't received my refund?
If you haven't received your refund after 20 business days from when we received your return, contact us at contact@peptiques.com with your order number and return tracking information.
I bought from Amazon/another retailer. Can I get a refund?
No. Our refund policy only applies to purchases made directly from shop.peptiques.com. Please contact the retailer where you made your purchase.
13. CONTACT US
For any questions about this Return and Refund Policy or to request a refund:
Peptiques LLC
Avenue Louise 231, Bruxelles
Belgique
📧 Email: contact@peptiques.com
📞 Phone: +33 1 89 16 92 34
⏰ Response Time: 24-48 hours (business days)
🕐 Hours: Monday - Friday, 9:00 AM - 6:00 PM (CET)
By making a purchase from Peptiques, you acknowledge that you have read, understood, and agree to this Return and Refund Policy.
