Complaints procedure
If something has gone wrong we want to put it right. This page sets out how to raise a complaint with Nexus Peptides and what you can expect from us at each stage.
1. Our commitment
We take every complaint seriously. We aim to acknowledge complaints within two business days and to resolve them within thirty calendar days of receipt. Where a complaint is more complex we will keep you informed of progress and expected timeframes.
2. Before you submit
Most issues can be resolved quickly by emailing research@nexuspeptides.com with your order reference, a description of the problem, and any supporting photographs or documentation. If your initial enquiry has not been resolved to your satisfaction, you can escalate it via the formal procedure below.
3. How to submit a formal complaint
Send your complaint to complaints@nexuspeptides.com with the following information:
- ·Your full name and the email address associated with your account.
- ·Your order reference (format NXP-XXXXXXXX), if applicable.
- ·A clear description of the issue, including dates and any relevant context.
- ·What outcome you are seeking — for example replacement, refund, or written explanation.
- ·Any supporting evidence: photographs, lot numbers, certificate-of-analysis references, or correspondence.
4. What happens next
Once a complaint is received we will:
- ·Acknowledge receipt within two business days and assign a complaint reference.
- ·Investigate the issue, which may include consulting our partner lab for product-quality matters.
- ·Provide you with a written response setting out our findings and any proposed resolution.
- ·Where appropriate, take corrective action to prevent recurrence and document the outcome.
5. Escalation
If you are not satisfied with our response you can request that a senior member of staff review the matter. A different reviewer will consider the case afresh and respond within fifteen business days.
6. External recourse
If after exhausting our internal procedure you remain dissatisfied, you may seek advice or escalation through the relevant consumer-protection authority in your jurisdiction. We will cooperate fully with any legitimate regulatory enquiry.
7. Record keeping
We keep a confidential record of every complaint, our response, and any corrective action taken. This data is retained in line with our Privacy Policy and is used to identify recurring issues and improve the service.
8. Contact
Direct complaints to complaints@nexuspeptides.com. General customer-service enquiries should still go to research@nexuspeptides.com.