Refund Policy
Understanding our refund policy for research products and the process for requesting refunds when eligible.
Last updated: December 2024
Important Notice
Due to the nature of our research products and regulatory requirements, all sales are generally final. Refunds are only available in specific circumstances outlined below. Please review your order carefully before purchasing.
Refund Eligibility
Eligible for Refund
- Products damaged during shipping
- Incorrect products shipped (our error)
- Products that fail to meet specifications
- Temperature breach during shipping
- Manufacturing defects with COA verification
Not Eligible for Refund
- Change of mind after purchase
- Incorrect product selection by customer
- Products used or opened (except for testing)
- Products stored incorrectly after delivery
- Orders placed in error by customer
Refund Request Process
Contact Us Immediately
Report the issue within 48 hours of delivery
Email [email protected] with your order number and detailed description
Provide Documentation
Submit required evidence and photos
Include photos of damaged products, packaging, and any relevant documentation
Await Approval
We review your refund request
Our team will assess your case and respond within 2 business days
Return Products (if required)
Follow return instructions if approved
Use provided return label and packaging instructions
Receive Refund
Refund processed to original payment method
Processing takes 5-10 business days after approval
Time Limits and Requirements
Reporting Timeframes
- • Damaged Products: Report within 48 hours of delivery
- • Incorrect Orders: Report within 48 hours of delivery
- • Quality Issues: Report within 7 days of delivery
- • Temperature Issues: Report immediately upon discovery
Required Information
- • Order number and purchase date
- • Detailed description of the issue
- • Photos of products and packaging (if applicable)
- • Certificate of Analysis (for quality issues)
- • Storage conditions maintained
Product Condition Requirements
- • Products must be in original packaging
- • Seals and labels must be intact (except for testing)
- • Proper storage conditions must have been maintained
- • No contamination or mishandling
Refund Processing Details
Processing Timeline
- • Initial review: 1-2 business days
- • Investigation period: 3-5 business days
- • Refund processing: 5-10 business days after approval
- • Bank processing: Additional 2-5 business days
Refund Methods
- • Refunds issued to original payment method only
- • Credit card refunds appear as credit on statement
- • PayPal refunds processed through PayPal system
- • Bank transfer refunds require account verification
Partial Refunds
Partial refunds may be offered in cases where products are partially usable or where only some items in an order are affected. The refund amount will be proportional to the issue and determined on a case-by-case basis.
Shipping Costs
- • Original shipping costs are non-refundable (except our error)
- • Return shipping costs covered by Peptix for eligible returns
- • Express shipping upgrades are non-refundable
Special Circumstances
Temperature-Sensitive Products
Peptides and other temperature-sensitive products require special handling. If temperature breach is suspected during shipping, contact us immediately. We may request temperature monitoring data and will investigate with our shipping partners.
Quality Assurance Issues
If products fail to meet specifications outlined in the Certificate of Analysis, we will investigate the issue. This may require returning samples for testing. Refunds or replacements will be provided if quality issues are confirmed.
Bulk Orders
Special considerations apply to bulk orders. Partial refunds may be available if only some units are affected. Contact our sales team for bulk order refund policies.
Research Collaboration Orders
Orders placed under research collaboration agreements may have different refund terms as specified in the collaboration contract.
Contact Information for Refunds
For all refund requests and inquiries, please contact our refunds team:
When Contacting Us, Please Include:
- • Order number
- • Product name(s) affected
- • Detailed description of the issue
- • Photos (if applicable)
- • Preferred contact method
IMPORTANT REMINDER: All products are for research purposes only. Refunds are not available for products used for unauthorized purposes. Please ensure you understand our refund policy before making a purchase.