We stand behind the quality of every product we sell. If for any reason you are not satisfied with your order, our 30-day returns policy gives you the confidence to purchase from us.
We accept returns within 30 days of the date you receive your order. To be eligible for a return, products must be:
To initiate a return, contact us at admin@rise-labs.co.uk with your order number and reason for return. We will provide return instructions within 2 business days.
Return shipping costs are the responsibility of the customer unless the return is due to an error on our part — including wrong items sent or products damaged in transit. We recommend using a tracked service for all returns as we cannot be held responsible for parcels lost in transit to us.
All returns must be shipped to: Peptide Optimal Ltd, Endon Quarry, Windmill Lane, Macclesfield, SK10 5AZ.
Once we receive and inspect your returned item, we will notify you of the approval or rejection of your refund. Approved refunds will be processed within 14 days of our receipt of the returned item.
All refunds are issued to the same bank account used to make the original purchase via bank transfer. We do not issue refunds to alternative accounts or via alternative payment methods.
Where approved, refunds cover the full product cost. Original shipping costs are non-refundable unless the return is due to our error.
If your order arrives damaged, please contact us at admin@rise-labs.co.uk within 48 hours of receipt. Please include your order number, a description of the damage, and photographs of the damaged item and outer packaging. Where damage in transit is confirmed, we will arrange a replacement shipment at no cost to you. You are not required to return the damaged item.
If you receive an incorrect item, contact us at admin@rise-labs.co.uk within 48 hours of receipt with your order number and details of the discrepancy. We will arrange a replacement of the correct item and provide a prepaid return label for the incorrect item at no cost to you.
Orders may be cancelled before dispatch by contacting us at admin@rise-labs.co.uk as soon as possible after placing your order. Given our 48-hour dispatch timeframe, cancellation requests received promptly after ordering are more likely to be actioned before dispatch. Where an order has already been dispatched, it cannot be cancelled. Please follow the standard returns process once your order is received.
For health, safety, and product integrity reasons, the following cannot be returned:
For all returns and refund queries contact admin@rise-labs.co.uk. Please include your order number in all correspondence.