Refunds & Returns Policy

Pronoia Bio Ltd supplies research-grade peptides and laboratory reagents strictly for in-vitro research use only.
Because our products are chemical reagents that cannot be restocked, reused, or safely re-issued once they leave our facility, we maintain a strict returns policy to protect product integrity, safety, and compliance.

This policy applies to all orders placed through our website.

Returns Eligibility

We cannot accept returns in the following cases:

❌ Opened products
❌ Used products
❌ Products with broken seals
❌ Temperature-controlled goods
❌ Any item removed from its protective packaging
❌ Products purchased in error
❌ Products no longer required

Reason:
Peptides and reagents must maintain controlled purity and chain-of-custody. Once dispatched, we cannot verify storage conditions or guarantee stability, and therefore cannot return these items to inventory.

Damaged, Incorrect, or Faulty Items

We will replace or refund items if:

  • The product arrives damaged
  • The product is incorrect (wrong item delivered)
  • The product is defective upon receipt
  • The parcel arrives leaking, smashed, or heavily compromised

What to Do

Please contact us within 48 hours of delivery with:

  1. Order number
  2. Photos of the product and packaging
  3. Description of the issue
    📧 Email: support@pronoia.bio
    (You can customise this address.)

If approved, we will:

  • Ship a replacement free of charge, or
  • Provide a refund to the original payment method

Order Cancellation

You may cancel an order before it is dispatched.

Once an order has shipped, cancellation is no longer possible due to the nature of the products.

If you need to cancel:

Email support@pronoia.bio

“Change of Mind” Policy

Because we sell regulated laboratory materials:

  • We do not offer refunds for change of mind
  • We do not accept returns on unwanted items
  • We do not accept returns due to misunderstanding of intended use

All products are sold on a strict research-use-only basis.

Quality Assurance

Every product is:

  • Supplied with a Certificate of Analysis (COA)
  • Verified for purity and identity
  • Stored under controlled conditions prior to dispatch
  • Batch-coded for traceability

This ensures high confidence in the quality of goods delivered.

Refund Method

Approved refunds will be issued to:

  • The original payment method, and
  • Usually within 3–10 business days, depending on your bank or payment provider.

International Orders

For international shipments:

  • We cannot refund delays caused by customs or border agencies
  • We cannot accept returns refused or held by customs
  • We cannot accept claims once an item has left the UK and is beyond our control

Compliance Statement

To comply with UK law and safety frameworks (REACH, CLP, AML/KYC best practice):

  • All products are labelled “For Research Use Only – Not for Human or Veterinary Use.”
  • Returns are restricted to maintain safety, purity, and regulatory integrity.

Contact Us

If you have any questions regarding this policy, please contact:

support@pronoia.bio
Pronoia Bio Ltd
The Hoxton Mix, 86-90 Paul Street
London EC2A 4NE, United Kingdom