Return and refund policy

Last updated: 18 August 2026

This policy sets out when you can return an order to SURGE Pept, a trading name of Mulvix LLC, and how a refund is handled. Nothing here limits rights you have under the mandatory consumer law of your country of residence.

1. Your right to withdraw (customers in the European Union)

If you are a consumer in the EU, you may withdraw from your purchase within 14 days without giving a reason. The period starts on the day you, or a carrier you named, take physical possession of the last item in the order. If the period ends on a weekend or public holiday, it runs to the next working day.

To withdraw, tell us before the 14 days are up. An email to info@surgepept.com with your order number is enough — you do not need a form or a reason. We will confirm receipt in writing.

Once you have told us, send the goods back without undue delay and in any case no later than 14 days from the day you gave us that notice. The deadline is met if you hand the parcel to the carrier before those 14 days are up.

2. Sealed vials cannot be returned once opened

Our products are supplied in sealed vials. For reasons of health protection and hygiene, a vial that has been unsealed after delivery cannot be returned. This follows Article 16(e) of Directive 2011/83/EU.

In practice this means:

- Vials with the seal intact — returnable within the 14 days.
- Vials that have been opened, punctured, reconstituted or otherwise unsealed —   not returnable, and the right of withdrawal no longer applies to them.
- Other items, such as bacteriostatic water and supplies, follow the same rule.

An order containing both sealed and unsealed vials can be partly returned. You get a refund for the sealed ones.

3. Condition of returned goods

Return items in their original packaging, with the batch label readable and the seal untouched. You may handle an item as you would in a shop to establish its nature and characteristics. If the value of an item has dropped because you went further than that, we may reduce the refund accordingly.

Peptides degrade if they are stored warm. Keep returns cool and dry until you hand them to the courier.

4. Cost of returning

You carry the cost of sending an item back, unless the return is because the item was damaged, incorrect, or not as described. In those cases we pay, and we will send you a prepaid label.

5. Refunds

We refund within 14 days of receiving the goods back, or of receiving proof that you sent them, whichever comes first. The refund goes to the payment method you used, including the standard delivery cost you originally paid. If you chose a more expensive delivery option than our cheapest standard one, we refund the standard rate.

Where an order shipped free because it passed our free shipping threshold, and a partial return brings the remaining order under that threshold, we may deduct the shipping cost that would have applied.

6. Damaged, incorrect or missing items

Check your parcel on arrival and verify the batch code on the verification page. If a vial arrives broken, leaking, or with a batch code that does not match, or if something is missing, email info@surgepept.com within 14 days of delivery with your order number and a photograph. We replace or refund, at your choice, and we pay the return cost.

7. Cancelling before dispatch

We dispatch quickly — most orders leave within six hours. If you want to cancel, email us as soon as possible with your order number. If the label has not been created we cancel and refund in full. If the parcel is already with the courier we cannot recall it, but your 14-day right of withdrawal still applies once it arrives.

8. Non-EU customers

If you are outside the EU, the 14-day withdrawal right above does not apply by law, but we apply sections 3, 4, 5 and 6 to you in the same way as a matter of policy: sealed items back within 14 days of delivery, return cost yours, refund within 14 days of receipt.

9. Address for returns

Do not send anything back before contacting us — we will give you the correct address, which depends on the warehouse your order shipped from.

Questions: info@surgepept.com or +1 307 449 2584.