Refund Policy
Last updated: 19 July 2026
KineticPep — operated by Orion Ecommerce Limited (registered in Hong Kong, Business Registration No. 79643031; EU dispatch warehouse: ul. Szczecinska 49, docks 45-48, 66-400 Gorzow Wielkopolski, Poland) — offers the following refund and replacement policy.
Return policy at a glance
- Returns accepted: yes — for both defective and non-defective products.
- Exchanges accepted: yes.
- Product condition: new only — unopened, unused, in the original packaging with the tamper-evident seal intact.
- Return window: 14 days from delivery.
- Return method: by mail.
- Return label: free — sent by email to download and print.
- Restocking fee: none.
- Refund processing time: within 10 days of receiving the return.
- Scope: applies to all orders worldwide, including Hong Kong.
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.
Exchanges
We accept exchanges under the same conditions as returns. If you would like to exchange an unopened product for a different item, contact [email protected] within 14 days of delivery. Once the returned product passes inspection, we dispatch the replacement item at no extra cost.
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.
Return method and shipping costs
Returns are sent by mail. After you open a return request we email you a free return shipping label — download it, print it, and attach it to the parcel. There is no restocking fee. For defective, damaged, or mis-shipped products we also cover the shipping of the replacement.
How refunds are processed
Approved refunds are processed within 10 days of receiving the returned product, to the original payment method — typically within 5–7 business days from approval. Depending on your bank, the credit may take a few additional days to appear on your statement.
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.
Contact
To open a return, exchange, or refund request: [email protected]
