Returns & refunds
How OMAVI handles damaged, incorrect, or incomplete research orders — plus the steps to request help after delivery.
Report issues quickly
Contact us as soon as possible if your order arrives damaged, incomplete, or not as described — ideally within 48 hours of delivery.
Quality-first review
Because peptides require careful handling, returns are assessed case by case with photos and order details.
Fair resolution
Approved cases may receive a replacement or refund to the original payment method once the review is complete.
Returns overview
OMAVI products are supplied for research use only and are packed under cold-chain conditions. For safety and quality reasons, we generally cannot accept returns of opened or temperature-compromised goods that have left our control.
We will always review genuine issues such as transit damage, missing items, or products that do not match your order confirmation.
When a return or replacement may be approved
Please keep packaging and product labels until your case is closed. Clear photos help us resolve requests faster.
- Parcel or product damaged in transit
- Incorrect item sent versus your order confirmation
- Missing products or incomplete fulfilment
- Product arrives with clear packing failure affecting integrity
What usually cannot be returned
The following are typically not eligible once products have been delivered and accepted in good condition:
- Change of mind after delivery
- Opened vials, pens, or broken seals without a quality defect
- Products stored incorrectly after delivery
- Orders delayed by carrier events outside OMAVI’s control where goods later arrive intact
How to start a return request
Use the Contact page with your order reference, delivery date, and a short description of the issue. Attach photos of the outer packaging, cold packs, labels, and the product where relevant.
Our team will confirm next steps. Do not send products back until you receive written return authorisation and the correct returns address for your case.
- Step 1 — Contact support with your order reference
- Step 2 — Share photos and delivery details
- Step 3 — Await return authorisation if a return is required
- Step 4 — Ship only as instructed (or await replacement guidance)
Refunds & replacements
If a refund is approved, it is processed to the original payment method within a reasonable timeframe after the review (and after any authorised return is received, where applicable).
Replacement eligibility depends on stock availability. Nothing on this page affects your statutory rights under applicable UK consumer law where those rights apply.