Last updated: 3 September 2026
1. Scope
This policy explains how ExtolX Limited requests, verifies, moderates, publishes and responds to customer reviews and review information. It applies to reviews on extolx.co.uk and to review information about ExtolX that we display or promote from third-party platforms.
2. How we request reviews
We may invite customers to leave an honest review after a completed order. We apply the invitation method consistently to eligible customers and do not select only customers we expect to be positive.
Orders recorded as referred by PeptideSupermarket may be invited through PeptideReview approximately five days after completion. If no review or opt-out is recorded, PeptideReview may send follow-ups three and ten days after the first invitation. Other eligible orders may receive one invitation through our self-hosted Customer Reviews for WooCommerce system approximately five days after completion.
Participation is optional. We do not offer money, discounts, free products, loyalty points, prize entries or any other benefit in return for a review. We do not pressure a customer to change or remove an honest negative review.
3. Verification
Where available, we link a review invitation to an ExtolX order reference. On-site product reviews are restricted to logged-in purchasers. A verified-purchase label confirms that the platform matched a review to an order; it does not verify every factual statement or represent an endorsement by ExtolX.
4. Publication and ratings
Reviews may be published with the reviewer's chosen display name, rating, review date and text. We may publish a response. On-site ratings and review counts may be used to calculate aggregate information and may appear in search-engine structured data.
We publish genuine critical reviews as well as positive reviews. We do not hide a review merely because it is unfavourable. We take reasonable and proportionate steps to keep review text, ratings and counts accurate and up to date.
5. Content we do not publish
We may reject, hold, redact or remove content that:
- is fake, paid, incentivised or not based on a genuine experience;
- is submitted by ExtolX staff, someone acting for ExtolX, a competitor acting deceptively, or an automated or bulk service;
- contains unlawful, defamatory, threatening, abusive, discriminatory, sexually explicit or irrelevant material;
- contains another person's personal or confidential information;
- is advertising, spam or a conflict of interest that is not clearly disclosed;
- gives dosing, administration or therapeutic advice;
- describes or promotes human or veterinary administration, personal use, health outcomes or other use prohibited by our Research Use and Eligibility Policy; or
- makes testing, purity, safety, regulatory or product-performance claims that cannot be presented accurately within the evidence and scope available.
Where a compliant part can be separated without changing the reviewer's meaning, the platform may remove only the non-compliant passage and mark the review as edited. If a fair redaction is not possible, the review should not be published. We do not add words or alter a review to make it more favourable.
6. Moderation and investigation
Reviews may be checked automatically and manually before or after publication. We consider order verification, duplicate or templated text, unusual submission patterns, conflicts of interest, supporting records and reports from customers or third parties. We may ask for proportionate evidence of a genuine transaction, but we will not request unnecessary health information or details of prohibited personal use.
If a review or aggregate rating may be false or misleading, we may hold it while we investigate, correct the rating information, remove prohibited content, restrict repeat abuse, or refer the matter to the relevant platform. We keep a proportionate record of significant moderation decisions.
7. ExtolX replies
Our replies should address service, ordering, communication, packaging, delivery, documentation, refunds or complaints. A reply must not endorse personal use, a therapeutic outcome, dosing, health advice or a product-performance claim beyond the stated evidence. Resolving a complaint is not conditional on the reviewer changing or deleting a genuine review.
8. Reporting and appeals
To report a suspected fake, incentivised, unlawful or misleading review, or to question a moderation decision, email info@extolx.co.uk with the review link and reason. We will assess the report and, where a third-party platform controls publication, ask that platform to investigate. We may retain a minimal audit record and suppression information as explained in our Privacy Policy.
9. Privacy
Our Privacy Policy explains how review invitations, verification, moderation, public reviews, replies, opt-outs and third-party review services use personal information. A reviewer can object to invitation processing or opt out at any time without affecting an order or customer service.
10. Changes
We review this policy and our controls regularly, particularly when we change invitation, moderation, publication or third-party review arrangements. The current version and update date will be published on this page.