Returns, Refunds & Replacement Policy
New Wave Solutions Ltd – New Wave Peptides
We take care to ensure that all products are dispatched correctly and reach customers in good condition. As part of our order fulfilment and quality-control process, orders are photographed prior to dispatch, providing us with a record of the products packed and the condition of the order before it leaves us.
Due to the nature of our laboratory research materials, certain restrictions apply to returns once products have been opened, handled or used.
Nothing in this policy affects your statutory rights under UK consumer law.
1. Order Cancellations
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible.
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 below will apply.
2. Change of Mind / Unwanted Products
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.
To exercise your right to cancel, you must notify us within the applicable cancellation period.
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.
3. Faulty Products
If you believe that a product supplied by us is faulty, please contact us with your order number and details of the issue.
All products reported as faulty must be physically returned to New Wave Solutions Ltd for inspection before a fault can be verified and a replacement or refund authorised.
Photographs, videos or other digital images supplied by a customer will not be accepted as a substitute for returning the product.
Where a product is reported as faulty, we will provide a prepaid Royal Mail returns label, so there will be no charge to you for returning the product to us.
The product, including the vial, container, label and other relevant packaging, must be returned so that we can inspect the actual item supplied.
Once the product has been received, we will inspect it 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.
Where a replacement is agreed, it will be dispatched at no additional cost.
If, following inspection, the product is not found to be faulty, we will contact you with the outcome of our assessment.
4. Products Damaged in Transit
If your product arrives damaged, please contact us as soon as reasonably possible after delivery.
The damaged product must be returned to us before a claim can be verified and a replacement or refund authorised.
We will provide a prepaid Royal Mail returns label for the return.
Please return the damaged product together with its original product packaging and, where reasonably possible, the packaging in which the order was delivered.
As orders are photographed before dispatch, we may compare the returned product and packaging against our pre-dispatch photographic records when investigating whether damage occurred before or during delivery.
Once the returned product has been received and inspected, we will provide an appropriate replacement or refund where the damage is verified.
Photographs or videos supplied by the customer may be considered as additional information if requested by us, but they do not replace the requirement to return the physical product.
5. Incorrect Products
If you believe that you have received a product different from the product you ordered, please contact us as soon as reasonably possible.
The product received must be 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.
As part of our investigation, we will compare the returned product against the original order details and our pre-dispatch photographs of the order.
Once the returned product has been received and the error verified, the correct product will be dispatched at no additional cost or another appropriate remedy will be provided.
6. Missing Products
If you believe that an item is missing from your order, please contact us as soon as reasonably possible with your order number and details of the missing item.
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.
These records allow us to verify which products were packed before the parcel was handed to the courier.
Where our investigation confirms that an item was omitted from the order, we will dispatch the missing product or provide an appropriate refund.
If our records and pre-dispatch photographs show that the reported missing product was packed and dispatched, we may investigate the matter further with the delivery provider before determining the appropriate outcome.
7. Parcels Lost in Transit
If your parcel has not arrived within the expected delivery period, please contact us so that we can investigate the delivery with the relevant courier.
A parcel will not be considered lost solely because it has been delayed.
We will review the relevant tracking and dispatch information and, where appropriate, raise an investigation with the courier.
Where the parcel is confirmed as lost in transit, we will provide an appropriate replacement or refund.
No return is required where the entire parcel has been confirmed as lost.
8. Return Required Before Claims Are Approved
Except where there is no physical product available to return, such as a missing item or parcel lost in transit, we require the product concerned to be physically returned to us before we approve a claim relating to a faulty, damaged or incorrectly supplied product.
This allows us to:
- Inspect the actual product supplied;
- Compare the returned product against our pre-dispatch photographs;
- Verify the reported issue;
- Confirm product and batch information;
- Investigate potential quality or packaging issues;
- Identify problems that may affect other products from the same batch; and
- Protect both our customers and our business against fraudulent or inaccurate claims.
Photographs, screenshots, videos or other digital evidence supplied by a customer do not replace the requirement to return the physical product.
Where the issue is our responsibility, including faulty, damaged or incorrectly supplied products, we will provide a prepaid Royal Mail returns label.
This requirement does not affect any statutory rights or remedies that cannot legally be excluded or restricted.
9. Our Pre-Dispatch Order Records
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.
These records may be used when investigating:
- Missing item claims;
- Incorrect product claims;
- Damage claims;
- Product identification issues;
- Packing discrepancies; and
- Other queries concerning the contents or condition of an order.
Pre-dispatch photographs form part of our internal order and quality-control records and may be considered alongside stock records, packing information, courier information and returned products when investigating a claim.
10. When Returns or Claims May Be Refused
Except where required by law, we may refuse a return, replacement or refund where:
- The customer does not return the product when reasonably required for inspection;
- Following inspection, the product is not found to be faulty, damaged or incorrect;
- Our order, packing and pre-dispatch photographic records demonstrate that the order was correctly packed;
- The product has been damaged after delivery through improper handling;
- The product has been stored incorrectly after delivery;
- The product has been used, reconstituted, mixed or altered and the reported issue results from that process rather than a fault with the product supplied;
- The product has been used outside its stated laboratory research purpose; or
- The product was not purchased directly from New Wave Solutions Ltd / New Wave Peptides.
These exclusions do not limit or exclude any statutory rights that cannot legally be excluded.
11. How to Return a Product
Please do not return products to us without first contacting us.
Contact our customer support team with your order number and details of the issue.
For faulty, damaged or incorrectly supplied products, we will provide return instructions and a prepaid Royal Mail returns label.
The product must be securely packaged for return and should include the original product container, vial, labelling and packaging where available.
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.
12. Refunds
Where a refund is due, it will normally be made using the same payment method used for the original purchase, unless otherwise agreed.
Refunds will be processed within the timescales required by applicable UK consumer law.
Where an order is cancelled under statutory distance-selling cancellation rights, any refund of delivery charges will be limited to the cost of our standard delivery service where permitted by law.
13. Laboratory Research Products
Products sold by New Wave Solutions Ltd under the New Wave Peptides brand are supplied for laboratory research purposes only.
Customers are responsible for ensuring that products are suitable for their intended lawful research application and are stored and handled appropriately following delivery.
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.
14. Contacting Us
To request a cancellation, return, refund or replacement, please contact our customer support team and provide your order number together with details of your request.
Where a physical product has been received, please retain the product and its packaging until your claim has been fully resolved.
15. Statutory Rights
Nothing in this Returns, Refunds & Replacement Policy is intended to restrict or exclude any rights or remedies available to consumers under the Consumer Rights Act 2015, the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, or any other applicable UK consumer protection legislation.
By placing an order with New Wave Solutions Ltd, you acknowledge that you have read and understood this Returns, Refunds & Replacement Policy.