Due to the nature of research chemicals and strict cold chain requirements we are unable to accept returns of opened or used products under any circumstances. Please read this policy carefully before placing your order.
Pureline Biolabs Ltd operates a strict but fair returns policy in line with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015. Due to the specialist nature of our products — lyophilised research peptides requiring continuous cold chain storage — our returns policy reflects the necessary limitations imposed by product integrity requirements.
We take quality extremely seriously and every product leaves our facility independently verified by Janoshik Analytical at a minimum of 99% purity. If you experience any issue with your order we will work quickly to resolve it.
If your order arrives with damaged packaging or broken vials we will replace or refund in full. Photographic evidence must be provided within 24 hours of receipt.
If you receive an incorrect product we will arrange collection and send the correct item at no additional cost. Please contact us within 48 hours of receipt.
If there is clear evidence that the cold chain was compromised during transit — such as the gel pack being fully melted and packaging warm — please photograph immediately and contact us within 24 hours. We will arrange a replacement.
If you cancel your order before dispatch we will issue a full refund immediately. If your order has already been dispatched and you wish to cancel — contact us immediately. Unopened sealed products may be accepted for return at our discretion subject to a restocking fee of 15%.
We cannot accept returns of any opened or used products under any circumstances. This is due to the nature of research chemicals and the impossibility of verifying the integrity of a returned opened vial.
We are unable to accept returns for change of mind on opened products. Please ensure you have selected the correct product before completing your purchase.
Damage claims submitted more than 24 hours after delivery cannot be accepted. Please inspect your order immediately upon receipt and report any issues without delay.
We cannot accept responsibility for product degradation resulting from improper storage after delivery. All products must be stored at 2-8°C immediately upon receipt.
Contact us at info@purelinebiolabs.com within the required timeframe with your order number and photographic evidence of the issue.
Our team will review your claim within 24 hours and confirm whether a refund or replacement will be issued.
Approved refunds are processed within 5 working days back to your original payment method.
Replacement orders are dispatched within 48 hours of claim approval via next day delivery at no additional cost.
This returns policy does not affect your statutory rights under UK consumer law. Under the Consumer Rights Act 2015 you have the right to a repair, replacement or refund if goods are faulty, not as described or unfit for purpose.
If you believe your statutory rights have not been respected please contact us in the first instance at info@purelinebiolabs.com. If the matter cannot be resolved you may wish to seek advice from Citizens Advice or Trading Standards.
Contact our team at info@purelinebiolabs.com and we will respond within 24 hours Monday to Friday.