Refunds & Returns Policy
We want every customer to be satisfied with their Mymetabolism order. This policy sets out clearly when and how you can request a refund, replacement, or resolution.
Important notice about our products
Mymetabolism supplies weight management Products and peptides labelled and sold strictly for Research Use Only (RUO) purposes. Before submitting a refund request, please read this section carefully as it affects your eligibility.
⚠️ Due to the nature of our products — which are perishable, temperature-sensitive biological compounds — we cannot accept returns of opened, used, or temperature-compromised items for health and safety reasons. This is standard practice for pharmaceutical-grade and research-grade peptide suppliers and does not affect your statutory rights where goods arrive damaged, incorrect, or undelivered.
We take every complaint seriously and resolve the majority of issues through replacement, store credit, or full refund where our team confirms the fault lies with us. Please contact us before raising a dispute with your bank or payment provider — we are committed to resolving all legitimate issues promptly.
Refund eligibility
The table below summarises the most common situations and whether a refund, replacement, or store credit applies.
| Situation | Eligible? | Resolution |
|---|---|---|
| Order never arrived (confirmed lost) | ✓ Yes | Full refund or free replacement |
| Wrong product sent by us | ✓ Yes | Full refund or correct item sent at no charge |
| Product arrived visibly damaged | ✓ Yes | Full refund or free replacement |
| Product arrived with broken seal / tampered packaging | ✓ Yes | Full refund or free replacement |
| COA does not match product description | ✓ Yes | Full refund or replacement with correct batch |
| Significant delivery delay (over 10 business days, UK) | Case by case | Investigated with courier; refund or reship if confirmed |
| Change of mind after order placed | ✗ No | Not eligible — orders cannot be cancelled once dispatched |
| Product opened or used | ✗ No | Not eligible — perishable goods exception applies |
| Incorrect address provided by customer | ✗ No | Not eligible — customer responsibility; re-order required |
| Customs seizure (international orders) | ✗ No | Not eligible — customer assumes import responsibility |
Time limit: All refund and replacement requests must be raised within 14 days of your delivery date (or expected delivery date if the item did not arrive). We cannot process claims raised after this window.
Damaged or incorrect orders
If your order arrives damaged, with broken seals, with tampered packaging, or is the wrong product entirely, we will resolve this without question.
What we need from you
To process your claim quickly, please send the following to info@mymetabolism.co.uk within 14 days of delivery:
- Your order number (found in your confirmation email)
- Clear photographs of the damaged or incorrect item
- A photo of the outer packaging showing any visible damage
- A brief description of the issue
✓ Once we confirm the issue, we will dispatch a free replacement or issue a full refund within 3–5 business days — whichever you prefer.
We take quality control seriously. All damage reports also feed back into our quality assurance process to prevent recurrence.
Non-delivery
All UK orders include tracking. If your tracking shows no movement for more than 5 business days after dispatch, or your order has not arrived within 10 business days of your dispatch confirmation email, please contact us.
UK orders
- Standard delivery: 2–4 business days after dispatch
- If not received within 10 business days: contact us to open an investigation
- If the courier confirms the parcel is lost: full refund or free reship, at your choice
International orders
- Delivery times vary by country — typically 5–14 business days
- Customs delays are outside our control and do not qualify as non-delivery
- If tracking shows the item is confirmed lost in transit: we will reship or refund at our discretion
⚠️ We ship discreetly. Parcels held or seized by customs authorities are the customer’s responsibility. We strongly recommend customers research their local import regulations before ordering. We accept no liability for customs seizures.
How to request a refund
The process is simple. Follow these steps and our team will handle your request as quickly as possible.
Email us within 14 days of delivery
Send your request to info@mymetabolism.co.uk with the subject line “Refund Request – [Your Order Number]”.
Include your evidence
Attach your order number, photos of the issue (if applicable), and a clear description of what went wrong.
We review your request
Our team reviews all requests within 2 business days and may follow up with questions if we need more information.
Resolution confirmed
Once approved, we will confirm your refund amount or replacement dispatch and process it within 3–5 business days.
Processing your refund
Once we approve your refund, we will process it back to your original payment method. Please note the following timeframes:
- Credit or debit card: 3–5 business days to appear on your statement after we process it
- Bank transfer / BACS: 3–5 business days
- Store credit: Applied to your account immediately
We always refund to the original payment method used at checkout. We cannot issue refunds to a different card or account for security reasons.
Partial refunds: In some cases — for example, where only part of your order is affected — we may issue a partial refund. We will always communicate this clearly before processing.
Replacements
In many cases, customers prefer a replacement over a refund — particularly for damaged or lost orders. Where we confirm a valid claim, we are happy to dispatch a replacement at no additional cost.
- Replacements ship within 1–2 business days of claim approval
- We use the same shipping method as your original order
- We send a new tracking number to your email address once dispatched
- If the replacement also fails to arrive, we will issue a full refund automatically
Chargebacks & payment disputes
We strongly encourage you to contact us directly before raising a chargeback or dispute with your bank or payment provider. The vast majority of issues are resolved faster and more easily through our own process.
⚠️ Please note: If you raise a chargeback before contacting us, we reserve the right to provide your bank with full evidence of your order — including tracking information, delivery confirmation, and communication records. Fraudulent chargebacks may result in your account being permanently banned from our platform.
If you have already raised a chargeback and wish to resolve the matter directly, please email us at info@mymetabolism.co.uk — we are always willing to find a fair resolution.
Your consumer rights
Nothing in this policy affects your statutory rights under UK consumer law. Under the Consumer Rights Act 2015, you are entitled to goods that are:
- Of satisfactory quality
- Fit for purpose
- As described at the time of purchase
If goods fail to meet these standards, you may be entitled to a repair, replacement, or refund regardless of our standard policy. For further information about your legal rights, visit the Citizens Advice returns and refunds guidance or contact GOV.UK consumer protection.
✓ Your statutory rights are not waived or limited by this policy. This policy sets out our voluntary commitments in addition to, not instead of, your legal rights.
Contact us
Our team is available 24/7 to help resolve any issue with your order. Please reach out before raising any formal dispute — we are committed to finding a fair solution quickly.
Mymetabolism
London, United Kingdom
📧 info@mymetabolism.co.uk
🌐 mymetabolism.co.uk/contact
Please include your order number in all correspondence so we can help you faster.
When emailing about a refund or return, use the subject line format: “Refund Request – [Your Order Number]” to ensure your email reaches the right team immediately.