Complaints & Customer Service Policy

• Email: hello@sptpeptide.co.uk (the fastest route — please include your order number)
• Telephone: +44 3300 434121
• Online: our contact form

Support hours are Monday to Friday, 9am–5pm UK time, excluding public holidays.

Your name and order number, what went wrong and when, any photos where the issue is with the goods or packaging, and the outcome you would like. The more detail we have at the start, the faster we can resolve it.

• Acknowledgement: within 1 working day.
• Full response: within 5 working days. If an investigation takes longer — for example where a carrier or laboratory record must be checked — we will tell you why and give an expected date, and keep you updated at least every 5 working days.
• Resolution: we aim to close all complaints within 20 working days.

Depending on what has happened, resolution may include a replacement, a repair of the order (for example resending a missing item), a refund of all or part of the order, a refund of delivery charges, or an explanation and corrective action on our side. Where goods are faulty, damaged, incorrect or not as described, your remedies under the Consumer Rights Act 2015 apply in full — see our Returns, Refunds & Cancellation Policy.

If you are not satisfied with the first response, reply and ask for your complaint to be escalated. It will be reviewed by a director, who will respond within a further 10 working days with our final position.

If we cannot resolve matters together you may seek free advice from Citizens Advice (citizensadvice.org.uk, 0808 223 1133), report a trader to Trading Standards through the same service, or refer a data protection concern to the Information Commissioner's Office (ico.org.uk). You retain the right to bring a claim in the courts of England and Wales.

We log every complaint, its cause and its outcome, and review them regularly so recurring issues are fixed at source. Complaint records are held in line with our Privacy Policy.