Frequently Asked Questions
Ordering
Where the order has not yet been dispatched, we will cancel the order and issue a refund to the original payment method.
If the order has already been dispatched, the cancellation and returns provisions in our Returns, Refunds & Replacement Policy will apply.
For security reasons, we cannot guarantee that an address can be changed after an order has been placed, and we are unable to reroute a parcel once it has been dispatched.
Delivery
The delivery timeframe begins once your order has been dispatched. Selecting a faster delivery service does not override our order processing or dispatch times.
If your parcel has not arrived within the expected delivery timeframe, please check your Royal Mail tracking information first.
A parcel will not be considered lost solely because it has been delayed.
If there has been no meaningful tracking update or your parcel is significantly delayed, please contact us at
A parcel will only be treated as lost once it meets Royal Mail's applicable criteria for a lost item or Royal Mail confirms that the parcel cannot be recovered.
Returns, Refunds & Replacements
Please contact us at
All products reported as faulty must be physically returned to New Wave Solutions Limited for inspection before a fault can be verified and a replacement or refund authorised.
Yes. Photographs, videos or other digital images supplied by a customer will not be accepted as a substitute for returning the product.
The product, including the vial, container, label and other relevant packaging, must be returned so that we can inspect the actual item supplied.
No. We will provide a prepaid Royal Mail returns label, so there will be no charge to you for returning a product reported as faulty.
Once received, we will inspect the product and, where appropriate, compare the returned item against our order records, batch information and pre-dispatch photographs.
If the product is confirmed to be faulty, we will provide an appropriate remedy in accordance with your statutory rights. This may include a replacement or refund depending upon the circumstances and the rights available to you under applicable consumer law.
The damaged product must be physically returned to us before the claim can be verified and a replacement or refund authorised.
We will provide a prepaid Royal Mail returns label for the return.
The product received must be physically returned to us before the claim can be verified and the correct product or a refund issued.
We will provide a prepaid Royal Mail returns label, so you will not be charged for returning an incorrectly supplied product.
All orders are photographed as part of the packaging process. As there is no missing product available to return, we will investigate the claim using our internal order records, packing and stock information, dispatch records and photographs taken of the order before dispatch.
Where our investigation confirms that an item was omitted from the order, we will dispatch the missing product or provide an appropriate refund.
Yes. As part of our quality-control and order fulfilment procedures, we photograph orders prior to dispatch.
These photographs may show the products included within an order, product labels, quantities, packaging and/or the general condition of the order prior to dispatch.
Where you are purchasing as a consumer, you may have a statutory right to cancel an online order within 14 days of receiving the goods.
Products must be returned unopened, unused and, where applicable, with their original seals intact.
Due to the nature of our laboratory research materials, products that have been opened, unsealed, used, reconstituted, mixed, altered or otherwise handled in a manner that makes them unsuitable for resale cannot be returned unless they are faulty or we are otherwise required to accept the return under applicable consumer law.
Where a return is made because you have changed your mind, you are responsible for the cost of returning the goods unless we agree otherwise.
No. Please do not dispose of a product that you intend to make a claim about. If the product has been disposed of and therefore cannot be returned for inspection, we may be unable to verify the claim or provide a remedy, except where applicable consumer law requires otherwise.
Storage & Handling
Our products are stored at optimal temperatures and shipped directly from our storage in secure, packaging.
Storage requirements can vary between products. Please refer to the Usage and Storage information provided on the relevant product page and follow the storage requirements applicable to that specific research material. Generally all products should be refrigirated as soon as they are received.
Where specified on the relevant product page, lyophilised peptides should be stored in the fridge in a dry place and protected from inappropriate heat, light or moisture.
Where specified on the relevant product page, products should be refrigerated after reconstitution and used within the recommended research timeframe.
Always refer to the individual product information, as storage requirements may vary between research materials.
Yes. Improper storage, handling, reconstitution, mixing or other alteration may affect product integrity and will not constitute a product fault where the product supplied was compliant at the point of delivery.
Research Use & Product Information
All products supplied by New Wave Peptides are strictly intended for in-vitro laboratory research and scientific investigation by qualified professionals.
No. Products are not for human or veterinary consumption, administration, therapeutic use, diagnostic use or clinical application of any kind.
No. We cannot provide advice regarding usage, dosage or protocols. Information provided on our website is for general informational purposes only and does not constitute scientific, medical, legal or professional advice.
The buyer is solely responsible for ensuring compliance with all applicable laws and regulations regarding the purchase, possession, handling and use of research materials.
Our products are independently tested by Janoshik and batch-labelled for traceability. Where available, third-party laboratory reports are provided on the relevant product page.
Still Have a Question?
If you cannot find the answer you need, please contact us at
For complete information regarding an order, please also refer to our Delivery Options, Returns, Refunds & Replacement Policy, Terms & Conditions and Privacy Policy.