One email, well-armed
Send your complaint to info@peptideonline24.com with the order number, the batch number of the affected product, a description of the issue, and photographs taken as early as possible, ideally before the parcel is unpacked further. That single well-documented email is usually the whole case.
We acknowledge complaints within two working days and give you a substantive answer, resolution or a concrete next step, within fourteen. Most cases close far faster; the clocks are ceilings, not targets.
Resolutions follow the problem: replacement for damaged or wrong items, refund where replacement makes no sense, and for quality disputes, the batch documentation route described below. What we do not do is disappear, the response times above are commitments, not aspirations.
Where the outcome is a refund, the money travels back through Stripe to the payment method you used at checkout; we hold no card details, so there is nothing for you to re-enter and nothing to send us. The payment page describes what Stripe passes to us and what it keeps, which is also why a refund can only follow the original route.
Four problems, four playbooks
What to document and what to expect, per scenario.
Fair on both sides of the counter
Complaints are strongest fresh: condition-on-arrival issues reported promptly are almost unanswerable, while a vial first mentioned months into storage carries a storage history we cannot audit. Report early, it is the single biggest factor in quick resolutions.
We distinguish complaints from withdrawal deliberately. A complaint says something is wrong with what we did; withdrawal says you changed your mind. Different rights, different rules, different pages, and choosing the right one speeds everything up.
If we reject a complaint, you get the reasons in writing, and the legal routes in the terms remain open, though in practice, a documented case rarely needs to travel that far.
Quality complaints are decided on chemistry, not on impressions. Clouding, a collapsed cake or a colour change have known causes, moisture, heat, oxidation, aggregation, described in the degradation literature indexed on PubMed, and most of them leave a visible trace before they leave an analytical one. Start from the certificate of your lot, which the COA page teaches you to read, and add an independent HPLC result if you have one; a disagreement between two chromatograms of the same lot is the fastest complaint we can decide.
- AcknowledgementWithin two working days of your email, always.
- Substantive answerWithin fourteen days: resolution or concrete next step.
- Faults are oursDamage, wrong items and our errors cost you nothing to resolve.
- In writingEvery outcome, including rejections with reasons.
Choose the right route
Three pages that keep cases on the fast track.
About complaints
Process questions, pre-answered.