Refund policy
RETURN AND REFUND POLICY
Effective date: 3 August 2026
Last updated: 24 September 2026
1. About this policy
This policy explains how returns, refunds and product complaints are handled by Pencell Peptide (PCP).
The seller is:
Swift & Easy s.r.o.
Podkrušnohorská 1070
435 11 Lom
Czech Republic
IČO: 19285825
Email: info@pencellpeptide.cz
2. Your 14-day withdrawal right
If you are a consumer, you generally have 14 days from receiving an online order to withdraw from the purchase without giving a reason.
If one order is delivered in separate shipments, the withdrawal period begins when you receive the final item or part.
To withdraw, email info@pencellpeptide.cz before the 14-day period expires.
Please include:
- Your full name
- Your order number
- The products being returned
- A clear statement that you are withdrawing from the purchase
You may use the withdrawal form at the end of this policy, but this is not required.
3. Returning the products
After notifying us, you must send the products back within 14 days.
Contact us before shipping so that we can provide return instructions.
Unless instructed otherwise, returns should be sent to:
Swift & Easy s.r.o.
Podkrušnohorská 1070
435 11 Lom
Czech Republic
For a standard change-of-mind return, the customer pays the return shipping costs and bears the risk of the return shipment.
Products must be securely packaged and, where possible, include their original packaging, labels, instructions, accessories and supplied components.
We recommend using a tracked delivery service. Keep your proof of dispatch.
Returns must not be sent with cash on delivery or other charges payable by Pencell Peptide (PCP). Such shipments may be refused.
4. Return condition
You may inspect a product only as much as reasonably necessary to establish its nature, characteristics and functioning.
Do not activate, prepare, mix, use or otherwise alter a product that you intend to return.
If unnecessary or excessive handling reduces the product’s value, we may deduct the corresponding loss in value from the refund where permitted by law.
5. Products excluded from return
The 14-day withdrawal right does not apply where a statutory exception applies, including:
- Sealed goods that are unsuitable for return for health-protection or hygiene reasons after their protective seal has been removed
- Goods liable to deteriorate or expire rapidly
- Goods made or modified to the customer’s specifications
- Goods inseparably mixed with another product after delivery
A pen or cartridge may be ineligible for return if it has been opened, unsealed, activated, prepared, mixed, used or otherwise altered and the relevant statutory exception applies.
Opening the external shipping box does not, by itself, remove the right of withdrawal.
These restrictions do not affect your rights if a product was delivered damaged, defective, incomplete or incorrect.
6. Refunds
For an eligible withdrawal, we will refund:
- The price paid for the returned products
- The cost of the least expensive standard delivery method offered for the original order
Additional charges for a more expensive delivery method are not refundable.
We will process the refund within 14 days of receiving the withdrawal notice.
We may withhold the refund until we receive the returned products or you provide evidence that they were sent, whichever occurs first.
Refunds will normally be made using the original payment method.
For cash-on-delivery orders, refunds will normally be made by bank transfer to an account provided by the customer.
We do not charge a fee for issuing a statutory refund.
7. Damaged, defective or incorrect products
If something is wrong with your order, email info@pencellpeptide.cz without undue delay.
Please provide:
- Your name and order number
- A description of the issue
- Photographs of the product, packaging and shipping label where reasonably possible
Photographs help us investigate the issue but do not limit your statutory rights.
Keep the product and packaging until we provide instructions.
Do not activate, prepare, mix, use or discard a product that is the subject of a complaint.
Depending on the circumstances and applicable law, you may be entitled to repair, replacement, a reasonable price reduction or a refund.
Consumer complaints will be handled without undue delay and no later than 30 days after submission, unless a longer period is agreed.
Reasonable costs necessarily incurred in making a justified complaint will be reimbursed where required by law.
8. Order cancellation
To request cancellation before dispatch, email info@pencellpeptide.cz immediately.
We will try to stop the shipment, but cancellation cannot be guaranteed after order processing has begun or the parcel has been handed to the delivery provider.
If the order has already been dispatched, the withdrawal rules above apply.
9. Contact
Pencell Peptide (PCP)
Operated by Swift & Easy s.r.o.
Email: info@pencellpeptide.cz
10. Model withdrawal form
Complete and send this form only if you wish to withdraw from a purchase.
To:
Swift & Easy s.r.o.
Podkrušnohorská 1070
435 11 Lom
Czech Republic
Email: info@pencellpeptide.cz
I hereby give notice that I withdraw from the purchase contract for the following goods:
Goods:
Order number:
Order date:
Date received:
Customer’s full name:
Customer’s address:
Customer’s email:
Date:
Signature, only if submitted on paper: