Refund and Returns Policy
Last updated: 2026-10-07
Who your contract is with
Today every order placed through Baltic BioLabs is fulfilled by an independent partner lab, Baltic Peptides (Lithuania, code balticbiolabs10) or Particle Peptides (Slovakia, code BALTIC10). Your order, your payment and your contract are with whichever of them took the order, and their refund policy is the one that governs it.
So a refund or a return goes through that partner: the payment went to them, and at present Baltic BioLabs holds no stock and has no returns address. Send us the partner order number and we will help you reach them.
What the suppliers cover
Both treat sales as final except where an item arrives damaged, defective or incorrect. In summary, with the full detail and the exclusions on our buyer protection page:
- Baltic Peptides insures every shipment in transit at no extra cost. A parcel that has not arrived after 30 days on standard shipping, or 14 days on express, can be reshipped free or refunded once the claim is verified. Damaged, defective or wrong items must be reported with photographs within 7 days of delivery.
- Particle Peptides handles problems through a formal complaints procedure under their general terms, which are business-to-business under the Slovak Commercial Code. They decide between a replacement and a refund of the price.
Neither accepts goods sent back without being asked for. Particle Peptides puts the cost of any damage from an unrequested return on the buyer, because resending degrades the material.
What is never refundable
- Change of mind on a compound that turned out not to suit the work
- Vials that have been opened or whose seal is broken
- Parcels refused at delivery or returned to sender unclaimed
- Orders sent to an address entered incorrectly at checkout
- Parcels seized by customs or refused entry - verifying local legality before ordering is the buyer's responsibility
- Parcels the courier has recorded as delivered, where the claim lies with the carrier
EU Consumer Rights Directive
The Directive gives consumers a 14-day cooling-off period on most online purchases, with an exemption for sealed goods that cannot be returned for health or hygiene reasons once unsealed. A sealed vial is not automatically exempt: the exception depends on the goods and on whether the seal was broken after delivery. Mandatory consumer rights still apply where relevant.
Two things to be aware of. Whether you have that right at all depends on the supplier you bought from and whether they sold to you as a consumer or as a research body, and Particle Peptides contracts on business terms. And in either case the right is exercised against them, not against us. If you think a cooling-off right applies to your order, raise it with the supplier directly and quote their terms.
How to raise a claim
1. Photograph everything on the day it arrives
The vial, the label and the outer packaging, before opening. The Baltic Peptides window is seven days and photographs are required, so this is what decides whether a claim can proceed.
2. Write to the supplier, and copy us
The claim has to start with whoever sold you the order. Send the same message to support@balticbiolabs.eu with the order number.
3. We follow it up from our side
We cannot overrule the supplier's decision, but we can chase a claim that has gone quiet, and we would rather do that than leave you to it. We are also the reason you were sent there.
What we are responsible for
One thing genuinely is ours. We publish available batch certificates for the compounds we feature, and the price and the buy link on our page should match what you meet at the supplier. If the purity on the vial does not match the certificate we published, or a link sends you to the wrong product, that is our error. Tell us and we will correct it or remove the product.
Every certificate is on our lab reports page with its batch number, report date and reported results.
Contact
For questions about a claim:
Email: support@balticbiolabs.eu
We answer in English and Lithuanian. Please include the supplier's order number, since we cannot look an order up ourselves.
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