CANCELLATION & RETURNS

For returns, cancellations, or complaints — write to us directly. We'll find a fair solution for every situation.

support@glowup-peptides.com

1. Overview

Consumers generally have the right to withdraw from an online purchase contract within 14 days without giving a reason. The period begins on the day on which you, or a third party designated by you other than the carrier, receives the goods. These instructions also describe our process for returns and complaints. Statutory rights concerning defective goods remain unaffected.

2. Eligible Returns

We review return and refund requests in the following situations:

• Withdrawal: Send an unambiguous statement within 14 days to Nord System s.r.o., Milíčova 471/25, Žižkov, 130 00 Praha 3, Czech Republic, or by email to support@glowup-peptides.com. No reason is required. You then generally return the goods no later than a further 14 days after giving notice.
• Damaged goods: If your product was damaged in transit, please contact us preferably within 48 hours and include photos where possible. This request helps us process the claim but is not a cut-off period for statutory rights.
• Incorrect shipment: If you received a different product than what was ordered, we will promptly ship the correct item or issue a full refund.
• Quality defects: If a product does not meet our quality standards (e.g., visible contamination, missing lyophilized content), we will arrange a replacement or refund upon verification.
• Incomplete delivery: Missing items in your order will be reshipped at no additional cost upon verification.

3. How to Submit a Claim

To initiate a return or file a claim, please email support@glowup-peptides.com with the following information:

• Your order number
• Name of the affected product
• Description of the issue
• Photographs (in case of damage or quality defects)

Our team will review your request within 1–2 business days and respond with a resolution.

4. Timeframes

• Withdrawal notice: within 14 days after receipt of the goods
• Return after withdrawal: generally within 14 days after giving the withdrawal notice
• Damage report: preferably within 48 hours; this does not shorten statutory rights for defective goods
• Processing time: 1–2 business days after receiving your request

5. Refund Process

Following a valid withdrawal, we reimburse all payments received from you, including the cost of the least expensive standard delivery offered. Additional costs arising from a more expensive delivery method chosen by you are not reimbursed. We generally use the same payment method unless otherwise agreed.

• Reimbursement is made without undue delay and no later than 14 days after we receive your withdrawal notice.
• We may withhold reimbursement until we have received the goods back or you provide evidence that they were sent back, whichever occurs first.
• You bear the direct cost of returning goods following withdrawal. For an incorrect delivery or a justified defect claim, we cover the necessary return cost.
• Depending on your payment provider, it may take an additional 5–10 business days for the amount to appear in your account.
• As an alternative to a monetary refund, we also offer free replacement shipments in many cases.

6. Statutory Exceptions and Diminished Value

The right of withdrawal may be excluded for sealed goods that are not suitable for return for health-protection or hygiene reasons if the seal was removed after delivery (Article 16(e) of Directive 2011/83/EU). Whether these conditions are met is assessed for the specific goods and seal; a flip-off cap does not automatically qualify as the statutory seal in every case. Independently of this, consumers may be liable for diminished value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

• Reconstitution or another alteration may make a return factually impossible or give rise to diminished-value liability.
• Statutory rights concerning defects, incorrect delivery or transit damage are not excluded by these provisions.

7. Cancellation Before Shipment

If you wish to cancel your order before it has been shipped, please contact us as soon as possible at support@glowup-peptides.com. We will do our best to intercept the order before dispatch.

• Successful cancellation: If the order is stopped in time, you will receive a full refund.
• Already shipped: A technical cancellation is then usually no longer possible. Your statutory right of withdrawal remains unaffected.

8. Lost Shipments

If your shipment is lost by the carrier and cannot be delivered, we will reship the order at no additional cost or issue a full refund upon confirmation of the loss.

9. Legal Basis

These instructions reflect EU Consumer Rights Directive 2011/83/EU and the Czech law applicable to Nord System s.r.o. Mandatory consumer-protection provisions of the country in which you habitually reside remain applicable. Nothing on this page limits mandatory statutory rights.

10. Model Withdrawal Form

If you wish to withdraw from the contract, you may use the following text; use of this form is not mandatory: