Company Policies

terms and conditions

By placing an order, you confirm that:

You are aged 18 years or over.
You are a qualified researcher, scientist, or purchasing on behalf of a licensed research institution.
You understand that all products are for in-vitro research use only and will not be used for human or veterinary consumption.
You are purchasing within the United Kingdom or a jurisdiction where the purchase of research peptides is lawful.

shipping policy

dispatch Times

NEXT DAY DISPATCH: Orders placed before 3:00 PM (GMT/BST) on a working day (Monday–Friday, excluding UK bank holidays) will be prepared and dispatched the NEXT day.

Orders placed after 3:00 PM, or on weekends and UK bank holidays, will be dispatched on the next available working day.

You will receive a dispatch confirmation email with your Royal Mail tracking number once your order has been collected.

2. Delivery Method

All orders are dispatched via Royal Mail Tracked 48. This service provides end-to-end tracking and typically delivers within 1–3 working days from the date of dispatch.

Delivery times are estimates and cannot be guaranteed. Royal Mail may experience delays during peak periods (e.g. Christmas, bank holidays). PGNA Labs is not responsible for delays caused by Royal Mail or other circumstances outside our control.

3. Packaging

All orders are dispatched in discreet, plain packaging. Peptides are packed to maintain their lyophilised (freeze-dried) state during transit. Temperature-controlled packaging is used where appropriate to preserve compound integrity.

Outer packaging is plain and unmarked — no jly Labs branding on the exterior.
Products are secured to prevent movement and damage during transit.
Bacteriostatic water vials are individually wrapped to prevent breakage.

4. Delivery Address

Please ensure your delivery address is accurate and complete at the time of ordering. PGNA Labs cannot be held responsible for non-delivery due to an incorrect or incomplete address provided by the customer.

If you need to amend your delivery address after placing an order, please contact us immediately at support.jlylabs@gmail.com . We will do our best to update the address before dispatch, but this cannot be guaranteed once the order has been collected by Royal Mail.

5. Failed Delivery

If Royal Mail is unable to deliver your parcel, they will leave a notification card and hold the parcel at your local delivery office for collection. Uncollected parcels are typically returned to us after 18 days.

If your order is returned to us due to a failed delivery, please contact us at support.jlylabs@gmail.com . We can arrange re-dispatch; however, additional postage charges may apply.

6. Lost or Damaged in Transit

If your order has not arrived within 5 working days of your dispatch confirmation, or if items arrive damaged, please contact us at support.jlylabs@gmail.com with your order number and tracking reference. We will investigate with Royal Mail and arrange a replacement or refund as appropriate.

7. Geographic Coverage

We currently dispatch to addresses within the United Kingdom only. International shipping is not currently available. We hope to expand our delivery coverage in the future.

8. Contact

For any shipping enquiries, please contact us at support.jlylabs@gmail.com . We aim to respond within 1 working days.

RETURNS POLICY

If you believe your product is defective, please follow these steps:

Email support.jlylabs@gmail.com within 48 hours of delivery (for lyophilised state concerns) or within 14 days of reconstitution (for post-reconstitution quality defects).
Include your order number, a clear description of the defect, and photographic or video evidence where possible.
Our team will review your request and respond within 2 working days. Do not return any item without prior written authorisation from PGNA Labs.
If your return is approved, we will provide a prepaid return label and instructions. Once received and the defect is verified, we will issue a full replacement or refund within 5 working days.

Return postage is covered by JLY LABS for all approved defective-product returns. Unauthorised returns will not be processed and may be disposed of without compensation.