Due to the nature of our products — research peptide compounds requiring careful cold storage — we do not accept general returns. However, we are fully committed to ensuring every customer receives their order in perfect condition.
1. No general returns
For product integrity and quality-assurance reasons, we cannot accept returns of opened peptide products. All sales are final once an order has been dispatched.
2. Damaged or defective products
If your order arrives damaged, defective, or incorrect, we will replace it at no cost. To request a replacement:
- Contact us within 48 hours of receiving your order
- Email orders@bycellmind.com with your order number
- Include clear photographs of the damaged item and packaging
Upon verification, we will dispatch a replacement within 2–3 business days.
3. Temperature-sensitive items
If a temperature-sensitive product appears to have been compromised in transit, photograph the packaging on arrival — before opening — and contact us. We will review each case individually.
4. Wrong item received
If you receive an incorrect product, contact us within 48 hours with your order number and a photo. We will arrange the correct replacement at no additional cost.
5. Order cancellations
Orders may be cancelled within 12 hours of placement, before processing begins. Contact orders@bycellmind.com immediately.
6. Payment disputes
For any payment disputes, please contact us directly first at orders@bycellmind.com before initiating a formal dispute.
7. EU consumer rights
EU customers have statutory rights under the EU Consumer Rights Directive. These rights are not affected by this policy.