Returns & cancellations
Fourteen days to change your mind, for as long as the seal is intact. Here is exactly how that works, what it costs you, and what happens when something arrives wrong.
How a return works
Tell us
Email info@surgepept.com with your order number within 14 days of the last item arriving. No form, no reason needed.
We confirm
You get written confirmation and the return address. Which warehouse that is depends on where your order shipped from, so please wait for it.
Send it back
Within 14 days of telling us. Original packaging, batch label readable, seal untouched. Keep it cool and dry until you hand it over.
Refunded
Within 14 days of the parcel reaching us, or of your proof of postage — whichever comes first. Back to the method you paid with.
What can go back
An order with both sealed and opened vials can be returned in part — you are refunded for the sealed ones.
Who pays the postage
You carry the cost of sending an item back. That is the normal rule when you simply change your mind.
It is on us when the return is our doing — damaged, incorrect, or not as described. In those cases we send you a prepaid label.
What we refund
The price of the returned items, plus the standard delivery cost you originally paid.
Chose a faster option than our cheapest standard one? We refund the standard rate, not the premium.
If a partial return drops the rest of your order back under the free shipping threshold for your region, we may deduct the shipping that would have applied.
Cancelling before dispatch
We dispatch fast — most orders leave within six hours. Email us with your order number as soon as you can.
If the label has not been created yet we cancel and refund in full. Once the parcel is with the courier we cannot recall it, but your 14-day right of withdrawal still applies the moment it arrives.
Something arrived wrong
Check your parcel on arrival and look up the batch code on the verification page.
Broken, leaking, a batch code that does not match, or something missing? Email info@surgepept.com within 14 days of delivery with your order number and a photograph. Replacement or refund, your choice.
Outside the European Union
The statutory 14-day withdrawal right applies to consumers in the EU. If you are elsewhere it does not apply by law — but we give you the same deal as a matter of policy: sealed items back within 14 days of delivery, return postage yours, refund within 14 days of receipt.
Not sure where you stand?
Ask before you send anything back. We answer within one business day and we would rather sort it out than have a parcel go to the wrong warehouse.
This page explains the process in plain language. The binding text is our Return and refund policy, alongside our Terms of service. Nothing here limits the rights you have under the consumer law of the country you live in.