Returns &
Refunds
We stand behind the quality of every compound we ship.
When we'll make it right
Quality failure claims
If you believe a product does not meet the purity or specification stated on the Certificate of Analysis, you may submit a quality claim within 30 days of delivery.
To substantiate a quality claim, you must provide results from an accredited third-party laboratory confirming the deviation from spec. You bear the initial cost of testing. If the failure is confirmed, we reimburse the testing cost in full and issue either a replacement or a refund — your choice.
We do not accept quality claims based solely on subjective assessment, colour variation, or reconstitution behaviour. Independent laboratory analysis is required.
Wrong item claims
If you received a different compound, dosage, or quantity than what you ordered, contact us within 7 days of delivery. Include clear photographs of the vial label, outer packaging, and the packing slip.
Once confirmed, we will ship the correct item immediately at no additional cost and provide a prepaid return label for the incorrect item. We ask that the incorrect item is returned unopened and with its original seal intact.
What is not eligible for a refund
The following situations do not qualify for a refund or replacement:
- Vials that have been opened, reconstituted, or partially used
- Products damaged due to improper storage after delivery
- Orders where the cancellation request was made after dispatch
- Packages refused or seized at customs due to import restrictions in the buyer's country
- Claims submitted outside the applicable reporting window
- Change of mind after purchase
How to submit a claim
Email team@uptide.eu with the subject line "Claim — [Order Number]" and include the following depending on your claim type:
Damage in transit
- Order number
- Photos of damaged vial(s) and outer packaging
- Preferred resolution: replacement or refund
Lost shipment
- Order number
- Tracking number and last known status
- Confirmation it has been 14+ days since expected delivery
Quality failure
- Order number
- Third-party lab report confirming the deviation from spec
- Preferred resolution: replacement or refund (testing costs reimbursed if confirmed)
Wrong item received
- Order number
- Photos of vial label, outer packaging, and packing slip
- Preferred resolution: replacement or refund
We acknowledge claims within 1 business day and aim to resolve them within 5–7 business days.
Refund processing
Approved refunds are issued to the original payment method. Processing typically takes 3–7 business days after approval depending on your bank or payment provider.
Right of withdrawal
Under the EU Consumer Rights Directive (2011/83/EU), consumers have the right to withdraw from a distance purchase within 14 days without giving a reason — where this right applies.
Research compounds supplied by Uptide are specialised goods that may deteriorate or expire rapidly. Under Article 16(c) of the Directive, the right of withdrawal does not apply to goods liable to deteriorate or expire rapidly. Accordingly, orders for research compounds are generally not eligible for withdrawal once dispatched.
If you believe your order falls outside this exclusion, contact us at team@uptide.eu before returning anything. We will assess each request individually. Your statutory rights in cases of defective or incorrectly supplied goods are unaffected by this exclusion.
Governing law
This returns policy is governed by the laws of the Netherlands. If you have a dispute that cannot be resolved directly, you may refer it to the relevant Dutch consumer authority or use the EU Online Dispute Resolution platform.