Shipping policy
Returns, Refunds and Defective Products Policy
Effective date: 11 July 2026
Biolabs Peptides South Africa takes product quality, integrity and customer safety seriously. Due to the sensitive nature of many of our products, including temperature-sensitive, hygiene-sensitive and contamination-sensitive items, all sales are considered final except where a return, replacement or refund is required under applicable South African law.
1. Change-of-Mind Returns
Biolabs Peptides South Africa does not ordinarily accept returns, exchanges or refunds where:
The customer has changed their mind.
The incorrect product or quantity was ordered by the customer.
The customer no longer requires the product.
The product was purchased elsewhere at a lower price.
The packaging has been opened, unsealed, damaged or tampered with.
The product has been reconstituted, mixed, used or altered.
The product has not been stored or handled according to its instructions.
A temperature-sensitive, hygiene-sensitive or contamination-sensitive product has left our control and cannot safely be resold.
This restriction exists to preserve product integrity, traceability and safety.
Nothing in this policy excludes any return or cancellation right that cannot legally be excluded under the Consumer Protection Act, the Electronic Communications and Transactions Act or any other applicable law.
2. Online Purchase Cooling-Off Rights
Where the statutory cooling-off provisions of the Electronic Communications and Transactions Act apply, an eligible customer may cancel an online purchase within seven days after receiving the goods.
The customer may be responsible for the direct cost of returning the goods. Certain goods may be excluded from this cooling-off right where, because of their nature, they cannot reasonably be returned or are likely to deteriorate or expire rapidly. �
Government of South Africa
Products returned under an applicable cooling-off right must be unopened, unused, unaltered, properly stored and returned in their original sealed condition.
3. Defective, Damaged or Incorrect Products
Please contact Biolabs Peptides South Africa as soon as reasonably possible where:
An item appears to be defective.
An item was damaged before or during delivery.
The incorrect item was supplied.
The item materially differs from the product ordered.
The product arrived with broken, leaking, compromised or tampered packaging.
Customers should provide:
Their full name and order number.
A clear description of the problem.
Photographs or video showing the product, packaging, label and defect.
Any relevant batch or lot number.
Confirmation of how the product was stored and handled after delivery.
The product and all available packaging must be retained until the claim has been resolved.
4. Collection and Inspection
Where reasonably necessary, Biolabs Peptides South Africa may arrange for the product to be collected and inspected to determine:
Whether a genuine manufacturing or product defect exists.
Whether the goods were damaged during delivery.
Whether the product was incorrectly supplied.
Whether the issue resulted from misuse, improper storage, contamination, tampering or handling after delivery.
Requesting an inspection does not remove or reduce a customer’s statutory rights. The Consumer Goods and Services Ombud recognises that inspection may be appropriate to establish the cause of an alleged defect. �
CGSO
Where the claim concerns a qualifying defect under the Consumer Protection Act, reasonable collection and return costs will be carried by Biolabs Peptides South Africa.
5. Confirmed Defects
Where an item is confirmed to be defective, unsafe or not of acceptable quality, Biolabs Peptides South Africa will provide the remedy required by applicable law.
Where the Consumer Protection Act applies, the customer may be entitled to choose between:
Replacement of the defective product;
Repair, where appropriate and agreed; or
A refund of the amount paid for the defective product.
South African law provides an implied six-month warranty for goods that fail to meet the required standards of quality and safety. Qualifying defective goods may be returned without penalty and at the supplier’s risk and expense. �
Government of South Africa +1
For consumable or sealed products that cannot reasonably be repaired, the available remedy will generally be a replacement or refund, subject to the customer’s statutory rights.
6. Claims That May Be Declined
A claim may be declined where inspection reasonably establishes that:
No product defect exists.
The issue resulted from misuse, abuse or accidental damage.
The product was stored outside the stated storage conditions.
The product was contaminated after delivery.
The item was reconstituted, mixed or altered incorrectly.
The packaging or product was tampered with.
The product was used contrary to its instructions.
The expected characteristics of the product were misunderstood but the item supplied was correct and not defective.
The complaint concerns subjective expectations rather than a product failure or defect.
A claim will not be declined merely because the original outer packaging is unavailable where the customer can provide reasonable proof of purchase. �
CGSO
7. Incorrect Delivery
Where Biolabs Peptides South Africa supplied the incorrect product, please do not open, unseal or use it.
Once confirmed, we will arrange collection and supply the correct item at no additional cost. Where the correct product is unavailable, an appropriate refund or alternative arrangement will be offered.
8. Delivery Damage
Visible delivery damage should be reported as soon as possible after receipt. Customers should photograph the parcel before opening it, together with the courier label, outer packaging, internal packaging and damaged product.
Failure to report visible damage immediately will not remove any statutory rights that cannot legally be excluded, but prompt reporting helps us investigate the matter with the courier.
9. Refund Processing
Approved refunds will be issued to the original payment method wherever reasonably possible.
Courier fees, transaction fees and other charges will only be refunded where required by law or where the return resulted from an error by Biolabs Peptides South Africa.
Processing times may vary depending on the payment provider and financial institution.
10. Unauthorised Returns
Products must not be returned without prior written authorisation and return instructions from Biolabs Peptides South Africa.
Unauthorised parcels may be refused where acceptance could compromise product safety, storage conditions or traceability.
11. Statutory Rights
Nothing in this policy is intended to waive, restrict or exclude any right or remedy granted to a consumer under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002 or any other applicable South African law.
Where this policy conflicts with a mandatory provision of applicable law, that provision will take precedence.
12. Contacting Us
To report a defective, damaged or incorrect product, contact Biolabs Peptides South Africa through the contact details provided on:
www.biolabspeptides.shop�
Please include your order number, photographs and a detailed explanation of the issue