Complaint Procedure

Not happy about something? Let us know. We take every complaint seriously and handle it fairly and without fuss - even where the cause lies outside our control, we will look for a reasonable solution with you.

How to submit a complaint. Email info@europapeptides.nl or use the contact form on this website. Include your order number, a clear description of the issue and, where relevant, photos. The more complete your report, the faster we can act.

Deadlines. Preferably report a complaint within 3 days after you discovered, or could reasonably have discovered, the defect. You will receive a substantive reply from us within 1–2 business days. If further investigation is needed (for example with the carrier or the laboratory), we will confirm within that same period that your complaint is being handled and when you can expect a final answer - usually within 14 days.

How we handle your complaint. Every complaint is recorded, investigated and answered in writing. We assess it on the facts, your explanation and our proof of shipment. If the complaint is justified we resolve it free of charge: a replacement or missing product is shipped at no cost, or - where a refund applies - we transfer the amount back within 1–2 business days. See our returns policy for the details per situation.

We also use complaints to improve our packaging, shipping and information. Your report stays confidential and is used only to resolve the complaint.

Cannot reach a solution together? You may submit the dispute to the competent Dutch court. See also our terms and conditions.