Return & Refund Policy
Due to the nature of our products — consumable peptide compounds requiring strict cold-chain handling — 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 health, safety, and product integrity reasons, we cannot accept returns of opened or used 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. Cold-chain integrity
If a cold-chain product arrives at an unacceptable temperature due to a shipping failure, photograph the packaging and temperature indicator before opening and contact us immediately.
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 payment disputes processed through Stripe or PayPal, 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 Consumer Rights Directive. These rights are not affected by this policy.