Refund policy

Last updated: 17 October 2026.

How to request help

Email oxitozenlab@agentmail.to with your order number, the product and the reason for your request. HeartPep handles customer enquiries even when a fulfilment partner dispatched the parcel. Please obtain return instructions before sending research materials anywhere.

Cancellation before dispatch

Contact us as soon as possible to request cancellation. We will check whether dispatch can be stopped. If it cannot, we will explain any applicable return or cancellation rights. Orders that HeartPep cancels because they cannot be fulfilled will be refunded.

Incorrect, damaged or faulty items

Tell us promptly if an item is incorrect, damaged, faulty or not as described. Photos of the item, label and packaging can help us investigate; they do not replace or limit any legal rights. We will arrange the remedy required by applicable law and the agreed order terms.

Business research purchases

For professional or business purchases, any agreed change-of-mind return terms will be provided before the order is accepted. Opened, mixed or tampered research materials require special handling. Do not return them without written instructions.

UK consumer cancellation rights, where applicable

Where UK consumer distance-selling cancellation rights apply, you can notify us within 14 days of receiving goods and return them within a further 14 days. Subject to any lawful exceptions, the refund includes standard outbound delivery and is made within 14 days of receiving the returned goods or evidence of return, whichever is earlier. Any return postage payable by you will be disclosed before purchase.

Refunds and legal rights

Refunds are made to the original payment method unless otherwise lawfully agreed. Your payment provider may take additional processing time. Nothing in this policy excludes rights that cannot legally be excluded, including rights concerning faulty or misdescribed goods.