Returns &
Refunds
We stand behind the quality of every compound we ship.
When we'll make it right
What is not eligible for a refund
The following situations do not qualify for a refund or replacement:
- Vials that have been opened, reconstituted, or partially used
- Products damaged due to improper storage after delivery
- Orders where the cancellation request was made after dispatch
- Packages refused or seized at customs due to import restrictions in the buyer's country
- Claims submitted outside the applicable reporting window
- Change of mind after purchase
How to submit a claim
Email info@uptide.eu with the subject line "Return/Refund Claim — [Order Number]". Include the following:
- Your order number
- A description of the issue
- Photographs of the product and packaging (for damage claims)
- Your preferred resolution: replacement or refund
We will acknowledge your claim within 1 business day and aim to resolve it within 5–10 business days.
Refund processing
Approved refunds are issued to the original payment method. Processing typically takes 3–7 business days after approval depending on your bank or payment provider.
Cryptocurrency refunds are processed at the exchange rate at the time of the original transaction.
Governing law
This returns policy is governed by the laws of the Netherlands. Consumers retain all statutory rights afforded under EU consumer protection legislation, including the right to a 14-day withdrawal period for distance purchases where applicable.
If you have a dispute that cannot be resolved directly, you may refer it to the relevant Dutch consumer authority or use the EU Online Dispute Resolution platform.