This policy explains when an order placed with Elite Peptide Solutions may be cancelled, returned or refunded, and how to go about it. Please read it together with our Terms and Conditions and our Shipping Policy.
Nothing in this policy limits or replaces any right you have under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
1. Products Are Temperature Sensitive
The products we supply are lyophilised research compounds. Once a vial leaves our control we cannot verify how it has been transported, stored or handled, and we cannot confirm that its integrity has been maintained. For this reason we are not able to accept the return of a product that has been opened, reconstituted, decanted, relabelled or removed from its original sealed packaging.
This is not a blanket exclusion of returns. The circumstances in which we will accept a return or issue a refund are set out below.
2. Damaged, Incorrect or Defective Items
Please inspect your order as soon as you receive it. If a product arrives damaged, if the vial or seal is compromised, if the item is not what you ordered, or if the product is defective, contact us within 48 hours of delivery at info@elitepeptidesolutions.co.za.
Please include the following so that we can deal with your request quickly:
- Your order number.
- A description of the problem.
- Clear photographs of the product, the label and the outer packaging, including the packaging as it arrived.
Where we are satisfied that a product was damaged in transit, incorrectly supplied or defective, we will at your election replace the product or refund you in full, including the original delivery charge. You will not be charged for the return of an incorrect or defective item.
Your rights in respect of defective goods under sections 55 and 56 of the Consumer Protection Act are not affected by the 48 hour notification period above, which is intended to help us resolve transit damage quickly while the evidence is still available.
3. Cooling-Off Period for Online Orders
Because you buy from us electronically, section 44 of the Electronic Communications and Transactions Act gives you the right to cancel an order within seven days of receiving the goods, without giving a reason.
To rely on this right, the product must be returned to us unopened, unused and in its original sealed packaging, with the labelling intact. Email us at info@elitepeptidesolutions.co.za within seven days of delivery and we will confirm the return arrangements.
Where an order is cancelled in this way, you are responsible for the cost of returning the product to us. We will refund the purchase price within 30 days of the goods being returned to us in a saleable condition.
Please note that this right does not apply to a product that has been opened, reconstituted or otherwise removed from its original sealed packaging, as set out in section 1 above.
4. Cancelling Before Dispatch
If you wish to cancel an order that has not yet been dispatched, email us at info@elitepeptidesolutions.co.za as soon as possible with your order number. If your order has not yet left us, we will cancel it and refund you in full.
Once an order has been handed to the courier it can no longer be cancelled, and the cooling-off provisions in section 3 above will apply instead.
5. Orders That Do Not Arrive
If your order has not arrived within a reasonable period of the estimated delivery time, contact us at info@elitepeptidesolutions.co.za with your order number and we will trace the parcel with the courier.
Where a parcel is confirmed lost in transit, we will replace the order or refund you in full.
Where a parcel could not be delivered because the delivery address or the selected locker was incorrect or incomplete, the cost of resending the order will be for your account, as set out in our Shipping Policy.
6. Items We Cannot Accept Back
We are unable to accept a return where:
- The vial has been opened, reconstituted, decanted or removed from its original sealed packaging.
- The original labelling has been removed, altered or damaged.
- The product has not been stored in accordance with the storage information supplied with it.
- The request is made more than seven days after delivery and the product is not damaged, incorrect or defective.
- The product has been supplied to a third party or has left the purchaser possession.
7. How Refunds Are Paid
Approved refunds are paid to the account or payment method used for the original order. Where payment was made by electronic funds transfer, the refund is paid to the account from which the payment was received, and we may ask you to confirm those banking details in writing.
Refunds are processed within 30 days of the refund being approved, or of the returned goods reaching us, whichever is later. The time it takes for the funds to reflect in your account depends on your bank.
8. Return Shipping
Where a return arises because a product was damaged, incorrect or defective, we carry the cost of the return. Where a return arises because you have exercised your cooling-off right, the cost of returning the product is for your account.
Please do not send a product back to us before contacting us. Returns sent without prior arrangement cannot be traced or processed.
9. Research-Use Products
All products supplied by Elite Peptide Solutions are for laboratory and research use only. A return or refund will not be considered where a product has been used, or attempted to be used, contrary to that stated research-use designation.
10. Contact Us
For any question about a return, a refund or a cancellation, email us at info@elitepeptidesolutions.co.za or call 081 069 3931. Please have your order number available.
Last updated: 4 September 2026