RETURNS

Your satisfaction comes first. Whether you need to return an item or report damaged goods or a lost parcel, we provide personal support and explain the next steps.

1. When is a return possible?

Vials can be returned with their protective cap unopened and intact. We do not offer voluntary returns for pens because possible tampering after delivery cannot reliably be ruled out. Statutory withdrawal and defect rights remain unaffected. Contact us with your order number and we will explain the appropriate process. Please follow these instructions for vial returns:

The vial is unopened
The flip-off protective cap is intact (not removed or loosened)
For statutory withdrawal: generally give notice within 14 days after receipt and return the goods within a further 14 days after giving notice.
Pack the vial securely, preferably in the original packaging. Original packaging is not a condition of a statutory withdrawal.

Important: For certain sealed goods, the right of withdrawal may cease if the goods are unsuitable for return for health-protection or hygiene reasons and the seal was removed after delivery. This is assessed for the specific goods and seal; a flip-off cap does not automatically qualify as the statutory seal in every case. Statutory defect rights remain unaffected.

2. How does the return process work?

You can submit your return request online — either via your customer account or via the order tracking page (if you ordered as a guest). The process in four steps:

Submit request

Select order, mark vials, upload photo of the intact protective cap, send brief confirmation.

We review

Our team reviews the photo within 1–2 business days. You receive an email reply (approved or declined with reason).

Label via email

We email the return instructions and, where we cover the cost, a return label. The applicable carrier is shown on the label.

Return & refund

Drop the parcel off with the carrier shown on the label. For withdrawal, the statutory 14-day reimbursement period applies; reimbursement may be withheld until the goods or proof of return is received.

3. Costs

Return shipping: The consumer bears the cost following withdrawal. For an incorrect delivery or justified defect claim, we cover the necessary cost.
Refund following withdrawal: purchase price including the cost of the least expensive standard delivery offered; additional cost for a more expensive delivery option chosen by you is excluded.
Refund method: Via the original payment method — card payments are refunded to the card used, bank transfers to the account the payment came from.

4. What you need

Your order number (10-digit number, e.g. 1234567890 — shown in your order confirmation email)
The email address you ordered with (for guests — account holders are automatically authenticated)
For damage or a defect, preferably a well-lit photo (JPG, PNG, WEBP or HEIC, max. 5 MB); no photo is required merely to exercise the right of withdrawal

5. Complaints and Defects

In the following situations, your statutory rights apply independently of withdrawal. Please contact us preferably within 48 hours with photos; this request is not a cut-off period:

Transit damage (broken vials, damaged packaging)
Wrong delivery (different product than ordered)
Quality defects (visible contamination, missing lyophilized content)
Incomplete delivery (missing items)

6. Legal basis

The applicable framework is EU Consumer Rights Directive 2011/83/EU, applicable Czech law and the mandatory consumer-protection rules of your country of habitual residence. Full details are set out in our cancellation & returns policy.

Questions?

Our team is happy to help — reach out to us at any time.

support@glowup-peptides.com

Parcel lost or damaged?

Your satisfaction comes first. If your parcel is lost in transit, we send a replacement free of charge. Contact our support team with your order number. We handle the investigation with the carrier and keep you informed about the replacement shipment. We also provide personal help with damaged or incorrect items. Your statutory rights remain unaffected.

Typical response time: 1–2 business days. This is an estimate, not a guaranteed resolution deadline.

Vials, pens and our service promise

Our voluntary return policy covers vials with an unopened, intact protective cap. We do not offer voluntary returns for pens because the risk of tampering cannot reliably be ruled out. This does not restrict an applicable statutory right of withdrawal or claims for defects, incorrect delivery or transit damage. A statutory exception is applied only where its conditions are actually met for the specific goods.