Livraison, réception, conservation, retours et réclamations

Peptide Hormone Lab assumes responsibility for what it controls and transparently explains the limits of what it can no longer control.

Before shipment, PHL controls the preparation of the order, its identification, its packaging and the accompanying documentation. Once the parcel has been handed over to the recipient, PHL can no longer verify the actual storage or handling conditions of the product — temperature, exposure to light, duration and place of storage, environment, subsequent handling.

This distinction is not a disclaimer of responsibility: it explains where the chain we can guarantee ends and where your own environment begins.

Each order is prepared with the care expected of research work: verification of the reference, batch and quantity, packaging appropriate to the nature of the product, associated documentation attached where it exists.

The precise terms — carriers, areas served, indicative delivery times, availability of tracking — are communicated when the order is confirmed and may vary depending on the destination.

For a delivery to proceed correctly, the address provided must be accurate, complete and allow delivery under reasonable conditions. Any missing or incorrect information should be reported to us as soon as possible so that it can be corrected before shipment.

Upon receipt, we invite you to check without delay:

• the external condition of the parcel (integrity, absence of shock or moisture);
• the compliance of the contents with your order (reference, quantity);
• the apparent condition of the products upon opening;
• any visible or unusual anomaly.

If you notice an anomaly, please take a few photographs if possible before any further handling and contact us promptly (see §10). A documented anomaly is simpler and faster to process.

Some research products require particular storage conditions — temperature, protection from light, handling in a suitable environment. The specific instructions for each product are set out on its product page and, where applicable, on its packaging.

Once the product has been delivered, PHL cannot materially control these conditions. Improper storage or handling may affect the condition of the product regardless of the quality of what was shipped.

This technical limitation explains why certain return or take-back requests cannot be granted, without however excluding legitimate complaints examined below.

Due to the specific nature of certain research products offered by PHL and the particular conditions that may be necessary for their storage, any product that has left our chain of control cannot automatically be returned to stock or put back into circulation.

After delivery, PHL is no longer materially able to continuously verify the conditions to which the product has been exposed: temperature, light, shocks, duration and storage conditions, subsequent transport, opening or handling.

This inability to verify the actual history of the product is an essential factor in the examination of any return request.

Any return request is therefore examined individually in light of the nature of the product, its condition, its packaging, the circumstances invoked and the applicable regulations.

Where a legal restriction or exception to the right of withdrawal applies to the nature of the product concerned, it applies in accordance with the regulations in force.

A restrictive policy regarding certain returns never prevents the examination of a legitimate complaint. We review each report individually, in particular for:

• an error in the product or reference in the order;
• an incomplete order;
• a product or parcel received damaged;
• an objectively documentable anomaly;
• any situation falling under an applicable legal right or guarantee.

When deterioration is noticed upon receipt, we invite you, before any further handling, to take photographs of the parcel, its packaging, the product concerned and, where relevant, its batch number. This documentation allows us to distinguish an anomaly present at the time of receipt from deterioration that may have occurred subsequently.

To enable prompt processing, please specify if possible: the order number, the reference concerned, the batch number shown on the product, a description of the anomaly and the corresponding photographs.

The products offered by PHL are provided strictly for research use (Research Use Only). An experimental result different from the expected result does not, in itself, demonstrate a defect or non-conformity of the product.

A complaint regarding quality may nevertheless be examined on the basis of objectively verifiable elements: reference, batch number, available documentation, condition of the product upon receipt, apparent storage conditions and any other relevant element.

A return and a refund are two distinct concepts. The impossibility of returning a product to stock for reasons of integrity, storage or traceability does not automatically mean that a legitimate complaint cannot lead to a solution or, where legally due, to a refund.

We distinguish in particular:

• withdrawal or return request — examined according to the nature of the product concerned, its condition, the circumstances of the request and the applicable legal provisions;
• complaint — a report of an anomaly leading to an examination;
• incorrect or damaged product — a situation in which a solution is offered to you;
• legally established non-conformity — handled in accordance with the applicable legal guarantees;
• refund when due — carried out according to the terms provided for by the regulations and the Terms and Conditions of Sale.

The right of withdrawal, where applicable, is exercised under the conditions and within the timeframes provided for by the regulations applicable to the order.

However, certain products may be subject to a legal exception to the right of withdrawal, in particular due to their nature, their storage conditions or, where the legal conditions are met, their unsealing after delivery.

Where a legal exception to the right of withdrawal applies to the product concerned, this information is brought to the customer's attention before the order is concluded, in accordance with the regulations in force.

The impossibility for PHL to reintegrate a returned product into its distribution chain does not, on its own, deprive the consumer of a right of withdrawal to which they would be legally entitled.

These provisions are without prejudice to the legal guarantees and other mandatory rights enjoyed by the consumer.

WhatsApp remains the preferred channel for a first contact — every message is read and handled personally. You can also write to us by email for requests that require attachments to be sent.

To speed up processing, please attach if possible: order number, product reference, batch number, description of the anomaly and any photographs.