Shipping and Returns

This Shipping and Returns policy explains how Pyrox Labs Ltd dispatches UK and international orders, and how we handle returns, refunds and cancellations. Please read it alongside our Terms and Conditions.

1. UK Dispatch

All UK orders are dispatched using Royal Mail and DPD, Monday to Friday excluding bank holidays. Orders placed before 4:30pm are dispatched the same working day; orders placed after 4:30pm, or on weekends and bank holidays, are dispatched on the next available working day.

Same-day dispatch may not be possible during promotional periods, high-volume sales periods, or where additional security checks are required — in these rare cases we will always dispatch within 48 hours of payment being confirmed.

You will receive a dispatch confirmation email including your tracking information once your order has been shipped.

UK Delivery Options

Tracking Information

2. Packaging

All Pyrox Labs orders are dispatched in plain, unmarked packaging with no external branding or product descriptions. The sender details on the label will be generic. We understand discretion is important to our customers and take every care to protect your privacy in our packaging.

3. International Orders

We ship internationally. International orders are handled on a case-by-case basis. See our full International Orders page for country-specific details and estimated delivery times. To place an international order:

• Email [email protected] with your country and required compounds
• We will confirm availability and provide a shipping quote
• Estimated international delivery times vary by destination — typically 5–14 working days

4. Delivery Issues

Late or missing deliveries

While we use Royal Mail and DPD for reliable delivery, please note that delivery times are not guaranteed unless you have selected a guaranteed service at checkout. In rare cases, delays may occur due to circumstances outside our control. We will always do our best to support and escalate delivery issues with the courier on your behalf.

If your order has not arrived within the expected timeframe, please first check your tracking information. If your parcel is significantly delayed or shows as lost, contact us at [email protected] and we will investigate with the carrier on your behalf.

We are unable to resend or refund any parcels while they are still in transit. Items marked as undelivered or returned to sender must be received back at our facility before a refund or replacement can be issued. Lost-in-transit parcels will be escalated with our delivery partners, and refunds or replacements will only be processed once the courier confirms the case can be closed — typically 15 working days for UK orders and up to 30 working days for international orders.

Shipping Address Accuracy

Please ensure the shipping address you provide is accurate at checkout. We cannot redirect parcels once they are in transit. For security reasons, we do not amend shipping addresses after your order is confirmed unless specifically requested at the time of ordering.

If your order arrives damaged, defective or with incorrect items, see our Returns & Refunds policy below — these issues must be reported within 3 days of delivery.

5. Returns & Refunds

Due to the sensitive and perishable nature of the research peptides and compounds we supply, returns or refunds are only accepted where the item is damaged, defective, or incorrect upon delivery.

We do not accept returns for:

• Change of mind
• Ordering errors
• Incorrect shipping details provided by the customer

Issues must be reported within 3 days of delivery — email [email protected] with your order number and photos of the item.

6. Eligibility For Refund

To qualify for a refund:

• The product must be unopened and unused
• Original packaging must be intact
• Proof of purchase is required
• The return must be authorised by us in advance — contact [email protected] before returning anything

Refunds are processed within 5–10 business days to your original payment method once approved. Payment processing fees are non-refundable.

7. Non-Refundable Items

We cannot accept returns for:

• Opened or used products
• Items returned after 14 days
• Products affected by improper storage

8. Shipping Costs

Shipping fees are non-refundable. Customers are responsible for return shipping costs unless the error is ours.

9. Cancellations

You may cancel your order at any time before dispatch by emailing [email protected]. If your order has already been dispatched, our Returns & Refunds policy above applies. Please note that once an order is dispatched we cannot intercept it.

10. Product Advice & Research Use

We are committed to customer satisfaction and aim to build long-term relationships with all our clients. However, due to the nature of our products, we cannot offer advice on usage, concentration or dosing — all customers must carry out their own appropriate research prior to purchasing.

11. Contact For Shipping and Returns Queries