Refund Policy

Eligibility for a refund

We will issue a full refund or a free replacement (your choice) if any of the following occurs:

The parcel arrives damaged, leaking, or with broken seals on the pen.
The product supplied does not match the strength or quantity ordered.
The order fails to arrive within 10 working days of dispatch confirmation.
The product is verifiably out of specification on the supplied Certificate of Analysis.

14-day return window

You may return an unopened, unused product within 14 days of delivery for a refund, provided it remains sealed and in its original condition. Because this is a temperature-sensitive cold-chain compound, we ask that you contact us before returning anything so we can confirm the item still meets storage requirements.

Once a pen has been opened or used it cannot be returned or refunded under any circumstances, as its sterility and cold-chain integrity can no longer be guaranteed. Return shipping for change-of-mind returns is the buyer's responsibility; the original dispatch cost is non-refundable.

How to claim

Email research@retatrutide-uk.co.uk within 48 hours of delivery (or, for non-arrival, within 14 days of dispatch). Please include your order reference, a short description of the issue and, where relevant, clear photographs of the outer packaging and the pen itself.

Approved refunds are returned to the original payment method within 5–10 working days. Replacements are dispatched on the next working day at no extra cost.

Non-refundable situations

Due to the nature of cold-chain research materials, we cannot offer a refund or exchange in the following cases:

Change of mind once the order has been dispatched.
Products that have been opened, partially used, or removed from refrigerated storage.
Delays caused by an incorrect or incomplete delivery address provided at checkout.
Failed delivery attempts where the parcel is returned to sender by the courier.
Orders refused at delivery without prior agreement.

Order cancellations

You may cancel an order for a full refund at any time before it is dispatched. Once a tracking number has been issued, the order is in the courier's possession and the standard policy above applies.

Research-use confirmation

All products are sold strictly for in-vitro laboratory research. See our research purposes only notice for the full terms of sale. No refund is available on the basis that the product is unsuitable for human, veterinary or therapeutic use, as no such use is ever authorised.