Buyer Protection
What our EU suppliers guarantee on a damaged, wrong or undelivered order, and how to claim it.
If our own stock is sold out, the order is paid for and shipped at the partner named on the product page, so its terms are the ones that can be enforced. This page sets out both theirs and ours, in plain language, so you know before you order rather than after.
What we are responsible for
Short list, because we only control four things. All four are ours to get right, and if any of them is wrong we want to hear about it.
- 1.The published documentation. Available analytical reports are published on our lab reports page with the sample identifiers and measured results stated in each document. Match the supplier, size and batch; where a matching report is unavailable, ask the supplier for the documentation needed for your experiment.
- 2.The price we show. It should match what you meet at the partner. If it does not, that is our error, and we would rather you told us than quietly closed the tab.
- 3.The link. A buy button should land on the compound and the size it names, in stock. We audit every partner destination rather than waiting to be told one has gone dead.
- 4.Chasing it up. If your order goes wrong and the partner is not responding, write to us with the order number and we will push it from our side. We cannot overrule their decision, but we are the ones who sent you there and we will not pretend that is your problem alone.
What Baltic Peptides covers
Our primary partner, shipping from Lithuania. Summarised from their published refund and return policy , checked 5 October 2026. Its current terms apply to the order.
- Transit insurance on every order, at no extra cost. It covers loss, damage and non-delivery while the parcel is moving.
- Parcel never arrived. After 30 days on standard shipping, or 14 days on express, you can ask for a free reshipment or a refund once the claim is verified. If tracking shows the parcel stopped moving or went back to sender, you can ask earlier and they look at it case by case.
- Damaged, defective or wrong item. Email them within 7 days of delivery with your order number and photos. After review they issue a replacement or a refund.
- Everything else is final. Because of what these compounds are, opened and unopened vials alike cannot be returned for a change of mind.
- Do not post anything back on your own initiative. Returns happen only after they tell you to send it.
What Particle Peptides covers
Our second partner, shipping from Slovakia. See its general terms, checked 5 October 2026.
- A formal complaint procedure. Problems are raised in writing under their general terms. Section 9 gives notice periods of two working days for obvious or quantity defects and one month from delivery for hidden defects. Remedies can include replacement, missing goods or a price discount; a refund is subject to the applicable withdrawal conditions.
- Never send goods back unasked. Their terms are explicit: return the vials without prior instruction and you carry the cost of any damage, because resending degrades the material.
- Their terms are business-to-business. They sell under the Slovak Commercial Code, treating the buyer as a business or research body rather than as a consumer, so the fourteen-day change-of-mind right you may expect from a normal online shop is not part of the deal.
Policy exclusions to check before ordering
Baltic Peptides lists the following exclusions in its published policy. Check the selected supplier’s terms for the order; this summary does not determine statutory rights or a carrier’s obligations.
- Customs seizure or an import refusal. Whether a compound may lawfully enter your country is your responsibility to check. Our regional pages cover what we know per country, but they are information, not a guarantee.
- A delivery address you entered incorrectly.
- A parcel the courier has marked delivered. At that point the claim is with the carrier, not the seller, and you have to open the investigation yourself.
- Changing your mind. These are research chemicals; sterility cannot be assumed once a vial has left the seller.
- Flat-rate shipping to Romania, Russia or Belarus. Baltic Peptides excludes those routes from its delivery guarantees because of local postal reliability. Express shipping to them is still covered.
One practical note before you order: the discount codes are also how a sale is credited to us, so they are worth using even if 10% is not the reason. Enter balticbiolabs10 at the Baltic Peptides checkout, or BALTIC10 at Particle Peptides.
If something is wrong with your order
Photograph it the day it arrives
The vial, the label and the packaging, before anything is opened. The Baltic Peptides window is seven days from delivery and photo documentation is required, so this is the step that decides whether a claim goes anywhere.
Write to the seller, and copy us
The order is theirs, so the claim starts with them. Send us the same message at support@balticbiolabs.eu with the order number and we will follow it from our side.
Wait for instructions before returning anything
Our partner suppliers refuse unrequested returns, and Particle Peptides puts the cost of a self-initiated return on the buyer. The outcome, replacement or refund, is theirs to decide.
Frequently Asked Questions
Check the certificate first
The most useful protection is the one you use before ordering. Every batch certificate we publish carries its number, its report date and its reported results.