1 — Scope
This Refund Policy applies to all charges processed on peptika.comby Phoenix Cluster B.V. (KVK 95875182), namely: the €49 consultation fee, the product line items selected at checkout, and any subsequent renewal charges on recurring protocols. It does not cover third-party services (e.g. payment processor chargebacks, which follow the rules of the cardholder's issuing bank).
2 — Consultation fee (€49)
The €49 consultation fee is billed at the time of booking. It covers the physician's structured medical review of your file (questionnaire, medical history, contraindication screening, and —where indicated— a video consultation), regardless of the clinical outcome.
The €49 fee is therefore not refundable, including in the following cases:
- the physician declines a clinical indication and does not issue a prescription;
- the physician determines that an in-person referral or further workup is required before any peptide therapy can be considered;
- you change your mind after the consultation has been booked and the review has begun.
This is consistent with European consumer-protection rules for medical and personal services performed at the patient's express request (Directive 2011/83/EU, Article 16(a)).
3 — Product charges
The price of each product in your cart is charged at checkout, together with the €49 consultation fee. Product charges are fully refundable in the following situations, and the refund is initiated automatically by Peptika without you having to request it:
- the physician declines to prescribe any product — the entirety of the product charges is refunded;
- the physician reduces the protocol (e.g. removes or down-doses an item) — the corresponding amount is refunded;
- the physician recommends an additional or substitute product — no additional charge is taken without your explicit confirmation, and any difference is refunded if the new total is lower.
Refunds are credited back to the original payment method, typically within 5–10 business days depending on the issuing bank.
4 — Compounded preparations once dispatched
Because magistral peptide preparations are compounded specifically for your prescription, in your name, by a partner pharmacy, they cannot be returned to stock or resold once they have been dispatched to you. They are therefore not refundable after dispatch, except in the case of a verified quality defect — for example a broken vial, a cold-chain breach documented by the carrier, or a confirmed identity / labelling error.
Quality-related claims must be reported within 7 days of delivery via contact@peptika.com or the patient dashboard. The partner pharmacy and Peptika will investigate and, where the defect is verified, either re-dispatch the preparation at no cost or refund the corresponding amount.
5 — Recurring protocols
Recurring protocols are billed on the cadence agreed with your physician (typically monthly or quarterly). No renewal is compounded before written confirmation by you in your patient dashboard. You may cancel any future renewal at any time via your dashboard or by contacting contact@peptika.com; cancellation takes effect immediately for any renewal that has not yet been compounded.
A renewal charge that has been taken but for which the preparation has not yet been compounded or dispatched is refundable on request. Once a renewal has been compounded or dispatched, the rules in section 4 apply.
6 — How to request a refund
You do not need to request a refund for the cases described in section 3 — they are processed automatically. For quality-related claims under section 4, or for any other refund question, contact patient support at contact@peptika.com or by post at Phoenix Cluster B.V., Kennemerplein 6-14, 2011MJ Haarlem, Netherlands. We acknowledge refund requests within two business days and provide a substantive answer within ten.
7 — Disputes
If you are not satisfied with the outcome of a refund request, you may use the EU Online Dispute Resolution platform (ec.europa.eu/consumers/odr) or refer the matter to the competent court of your habitual residence, in accordance with applicable consumer-protection law.