Shipping & Returns

Last updated: May 2026  |  Governing law: England and Wales

1. Overview

NexGen Research supplies premium research-grade peptides and compounds exclusively for legitimate laboratory research purposes. Due to the temperature-sensitive nature of lyophilised peptides, all orders are dispatched via specialist cold-chain logistics to preserve compound integrity during transit.

Please read this policy carefully before placing an order. By placing an order on nexgenresearch.com you agree to the shipping and returns terms set out below.

• Shipping enquiries: research@nexgenresearch.com
• Returns enquiries: research@nexgenresearch.com

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2. Cold-chain shipping

All NexGen Research compounds are lyophilised (freeze-dried) peptides that require temperature-controlled storage and transit. We ship exclusively via cold-chain logistics partners to maintain compound integrity from our facility to your laboratory.

Every shipment includes:

• Insulated packaging with appropriate cold-chain materials
• Temperature indicator cards to confirm in-range transit conditions
• Batch-specific Certificate of Analysis documentation
• Discreet, professional outer packaging with no product identification visible externally

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3. Shipping options and costs

Shipping method	Cost	Estimated delivery	Order cutoff	Tracking
UK Standard Cold-Chain	£9.99 (free over £100)	2 to 3 business days	14:00 GMT	Full tracking included
UK Express Cold-Chain	£19.99	Next business day	14:00 GMT	Full tracking included
EU Cold-Chain	£24.99	3 to 5 business days	12:00 GMT	Full tracking included
International Cold-Chain	£34.99	5 to 10 business days	12:00 GMT	Full tracking included

Free UK Standard Cold-Chain shipping applies automatically at checkout when your order subtotal reaches or exceeds £100. This threshold applies to the product subtotal only and excludes shipping fees.

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4. Order processing and dispatch

Orders placed before 14:00 GMT on a business day are processed and dispatched the same day, subject to stock availability and payment confirmation. Orders placed after 14:00 GMT, on weekends, or on UK public holidays will be processed on the next available business day.

You will receive:

• An order confirmation email immediately after payment is confirmed
• A dispatch confirmation email with tracking information when your order leaves our facility
• Tracking updates via our logistics partner for the duration of transit

Business days are Monday to Friday, excluding UK public holidays. NexGen Research does not dispatch between 24 December and 2 January inclusive.

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5. Delivery timescales

Estimated delivery timescales are shown in Section 3. These are estimates and are not guaranteed delivery dates. NexGen Research is not liable for delays caused by:

• Logistics partner delays or service disruptions
• Customs clearance procedures for international orders
• Adverse weather conditions
• Incorrect or incomplete delivery addresses provided by the customer
• Failed delivery attempts where the recipient was unavailable
• Force majeure events outside our reasonable control

If your order has not arrived within the estimated timescale, please contact research@nexgenresearch.com with your order number and we will investigate with our logistics partner.

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6. Delivery address

You are responsible for providing a complete, accurate, and accessible delivery address at checkout. We strongly recommend using a laboratory, institutional, or business address for research compound orders.

NexGen Research is not responsible for non-delivery due to an incorrect address, uncollected parcels, or refusal of delivery. If a parcel is returned to us due to an incorrect address or failed delivery, re-dispatch charges equivalent to the original shipping cost will apply.

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7. Temperature integrity and cold-chain guarantee

7.1 On receipt of your order

Upon receiving your order, please:

• Inspect the outer packaging for visible damage before signing for delivery
• Check the temperature indicator cards immediately on opening the package
• Note the condition of the vials and packaging materials
• Transfer compounds to appropriate storage immediately (lyophilised peptides: -20°C)

7.2 Reporting a temperature excursion

If your temperature indicator cards show a transit excursion outside the acceptable range, you must:

• Photograph the temperature indicator cards and outer packaging immediately
• Do not open the vials
• Contact research@nexgenresearch.com within 24 hours of delivery with your order number and photographs

We will review your report and, where a transit temperature excursion is confirmed, arrange a replacement shipment at no additional cost. Claims submitted more than 24 hours after confirmed delivery will not be accepted.

7.3 Liability

NexGen Research’s responsibility for cold-chain integrity ends at the point of delivery to the specified address. We are not liable for any degradation resulting from improper storage after delivery.

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8. International shipping

8.1 Customs and import duties

For orders shipped outside the United Kingdom, you are responsible for:

• Ensuring that the import of research compounds is lawful in your jurisdiction
• Paying any applicable import duties, taxes, customs fees, or VAT charged by your local customs authority
• Complying with all applicable regulations governing receipt and use of research compounds in your jurisdiction

Import duties and taxes are not included in our prices and are entirely the responsibility of the recipient. If a parcel is seized or detained by customs authorities, NexGen Research is not liable for the loss of goods or associated costs. We will not issue refunds for orders seized by customs.

8.2 Restricted destinations

NexGen Research reserves the right to restrict shipping of certain compounds to certain countries where import may be unlawful or where reliable cold-chain logistics cannot be maintained. If your destination is subject to a restriction, you will be notified and a full refund will be issued.

8.3 Shipping declarations

All international shipments are declared accurately in accordance with UK export regulations. NexGen Research does not falsify customs declarations, undervalue shipments, or misdescribe goods for any reason.

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9. Tracking your order

All NexGen Research shipments include full end-to-end tracking. Your dispatch confirmation email will include your tracking reference number and a link to the tracking portal for your carrier. If you have not received a dispatch confirmation within 1 business day of ordering, please check your spam folder and then contact research@nexgenresearch.com.

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10. Returns policy

10.1 General policy

Due to the nature of research-grade lyophilised peptide compounds, NexGen Research operates a restricted returns policy. We are unable to accept returns of:

• Opened vials or compounds removed from original sealed packaging
• Compounds that have been reconstituted
• Compounds that cannot be returned under cold-chain conditions
• Compounds stored outside of recommended conditions after delivery
• Orders placed more than 14 days ago unless the goods are demonstrably faulty

10.2 Faulty, damaged, or incorrect goods

If your order arrives physically damaged, with an incorrect compound, with a confirmed temperature excursion, with missing items, or with a significant COA discrepancy, you may be eligible for a replacement or refund.

Contact research@nexgenresearch.com within 48 hours of delivery with:

• Your order number
• A clear description of the issue
• Photographic evidence of the damage, fault, or incorrect item
• Photographs of temperature indicator cards (for cold-chain claims)

We will assess your claim within 3 business days. Where a claim is upheld, we will offer a replacement shipment or full refund at our discretion.

10.3 Statutory cancellation rights

If you are purchasing as an individual consumer, you may have statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 to cancel within 14 days of delivery. However, this right does not apply to goods liable to deteriorate rapidly or sealed goods unsealed after delivery for health protection or hygiene reasons.

Given the nature of lyophilised peptide compounds, the right to cancel does not apply once a vial has been opened or where cold-chain integrity of any return cannot be guaranteed. For unopened, sealed compounds within 14 days of delivery, contact us to discuss eligibility. Return shipping costs are the customer’s responsibility and compounds must be returned via a traceable cold-chain service.

10.4 Change of mind returns

NexGen Research does not accept change of mind returns for research compounds once dispatched. If you have ordered in error, contact research@nexgenresearch.com as soon as possible. If your order has not yet been dispatched, we may be able to cancel it and issue a full refund.

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11. Refunds

11.1 When refunds are issued

Refunds are issued where we cancel your order before dispatch, a return is received in acceptable condition, a faulty or damaged goods claim is upheld, a temperature excursion claim is upheld, we cannot fulfil your order, or your order is seized by customs on export from the UK (product value only — shipping is non-refundable).

11.2 Refund processing

Approved refunds are processed to the original payment method within 5 to 10 business days. We will notify you by email when your refund has been processed. If you have not received it after 10 business days, please contact your bank or card provider first.

11.3 Partial refunds

In certain circumstances where only part of an order is affected, we may issue a partial refund. This will be clearly explained in our communication with you.

11.4 Non-refundable items and costs

The following are non-refundable in all circumstances:

• Shipping costs (except where we have made a dispatch error)
• Import duties, taxes, or customs fees paid by the customer
• Orders where compounds have been opened, used, or stored improperly after delivery
• Temperature excursion claims not reported within 24 hours of delivery

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12. Exchanges

NexGen Research does not offer product exchanges. Where a faulty or incorrect item claim is upheld, we will arrange a replacement shipment. If a replacement is not possible due to stock unavailability, a full refund will be issued.

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13. Lost or missing orders

If your tracking shows your order as delivered but you have not received it, please check with other members of your building, laboratory reception, or any safe place first. If still unlocated, contact research@nexgenresearch.com within 5 days of the marked delivery date with your order number and tracking reference. We will open an investigation with our logistics partner. If the order is confirmed lost in transit, we will arrange a replacement or issue a full refund.

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14. Packaging and environmental responsibility

NexGen Research uses packaging designed to maintain cold-chain integrity while minimising environmental impact, including recyclable insulated outer boxes and biodegradable or recyclable cold-chain insulation materials where possible. We continually review our packaging to improve sustainability without compromising cold-chain performance.

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15. Contact us

• Email: research@nexgenresearch.com
• Company: NexGen Research Ltd
• Website: nexgenresearch.com
• Registered address: **[TO BE CONFIRMED BY CLIENT]

We aim to respond to all shipping and returns enquiries within 1 business day. For urgent matters relating to temperature excursions or damaged goods, mark your email subject line as URGENT and include your order number.

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