RETURNS
Here you can find the practical return process. Your statutory withdrawal and defect rights remain fully unaffected.
1. When is a return possible?
Consumers can generally withdraw from an online purchase within 14 days after receipt without giving a reason. Send us an unambiguous statement in time. To make processing straightforward, returned items should where possible:
- The vial is unopened
- The flip-off protective cap is intact (not removed or loosened)
- be sent back generally within a further 14 days after notice of withdrawal
- You still have the original packaging
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.
Parcel lost or damaged?
Contact support@glowup-peptides.com with your order number. For damage, photos of the packaging and contents help. We review the case and handle enquiries with the carrier. Our complimentary replacement process covers confirmed lost shipments; you receive the new tracking details by email. For damaged goods, we arrange the appropriate remedy with you. Your statutory rights remain unaffected.
Typical response time: 1–2 business days. This is an estimate, not a guaranteed resolution deadline.