Refund Policy
Last updated: 2 July 2026
KineticPep — operated by International Limited, ul. Szczecinska 49, docks 45-48, 66-400 Gorzow Wielkopolski, Poland — offers the following refund and replacement policy.
Right of withdrawal (EU consumers)
If you are a consumer resident in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the goods, without justification, in accordance with Article 9 of Directive 2011/83/EU. To exercise this right, contact [email protected] before the 14-day window expires.
Conditions for return
To qualify for a refund the product must be:
- Unopened, with the original tamper-evident seal intact.
- Unused and undamaged.
- In the original packaging.
- Returned within 14 days of receipt.
Opened vials cannot be returned for hygiene, safety, and traceability reasons, and are non-refundable except in the case of product defect.
Damaged, defective, or mislabelled products
If your parcel arrives damaged, or if the product does not match the Certificate of Analysis or the item you ordered, contact [email protected] within 7 days of delivery with photographs of the packaging, the vial, and the label. We will provide a replacement, store credit, or full refund at your choice.
Lost or seized parcels
All shipments are dispatched with tracking. If the tracking shows the parcel as lost by the courier or seized by customs, contact us within 30 days of dispatch with the order number. Each case is reviewed individually; where the parcel is genuinely lost by the courier we will reship or refund at our discretion.
How refunds are processed
Approved refunds are processed within 5–7 business days from approval, using the original payment method. Depending on your bank, the credit may take an additional 3–10 business days to appear on your statement.
Shipping costs
Return shipping costs are the responsibility of the buyer, except in the case of a defective, damaged, or mis-shipped product, in which case we cover the return shipping.
Non-refundable items
The following are non-refundable: opened vials (except in the case of defect), reconstituted product, custom or wholesale orders that have already been dispatched.
Contactpersoon
To open a return or refund request: [email protected]
