Returns and refunds
What happens if you need to cancel, or if an order arrives damaged, incorrect or incomplete.
In short
- Cancel any time before dispatch for a full refund.
- Damaged, incorrect or missing items are replaced or refunded if reported within 48 hours.
- Because these are research materials, we can't take back items that arrived as ordered.
01Cancelling an order
You can cancel for a full refund at any time before your order is dispatched. Email us with your order number and we'll confirm the cancellation.
Once an order has shipped it can no longer be cancelled.
02Damaged, incorrect or missing items
If something arrives damaged, you receive the wrong item, or an item is missing, tell us within 48 hours of delivery. Please include:
- Your order number
- Photos of the outer box, the packaging and the affected vials
- The code printed on the vial label, for example BPC10
Once we've checked the details, we'll send a replacement or refund the affected items, whichever you prefer.
03Items we can't take back
To protect the integrity of every lot, we can't accept returns of materials that were delivered as ordered, whether opened or unopened. This includes orders placed by mistake after they have shipped.
If you're unsure which size or material you need, ask the team before you order.
04How refunds are paid
Refunds go back to your original payment method. Card refunds usually appear within 5–10 business days, depending on your bank. Bank transfer refunds are sent to the account that paid.
Shipping costs are refunded when the problem was our error or the courier's.
05Orders we decline
If we decline an order under our research use policy, it is refunded in full, including shipping.
06How to reach us
Email hello@thepremiumlabs.com or use the contact form. Choose "Order problem" as the topic so it reaches the right person.
This policy is provided for information. If anything here conflicts with a law that protects you, that law applies.