Returns and Refunds

Important Notice: Correctly supplied research-use products are not accepted for standard returns after dispatch. Claims are reviewed for damaged, incorrect, missing, defective or visibly compromised items.

When a claim may be accepted

Contact us within 14 days of delivery if one of the following applies:

  • The item arrived damaged in transit
  • The wrong item was shipped
  • An item is missing from the order
  • The vial or seal appears visibly compromised on arrival
  • The product is materially defective or does not match the ordered item

How to submit a claim

To initiate a claim, send the following to info@peptralabs.com:

  • Order number and email used for the order
  • Clear description of the issue
  • Photos of the outer parcel, shipping label and affected item
  • Photos showing damage, wrong item, missing item evidence or compromised sealing where applicable
  • Do not send any item back until Peptra confirms the review process

Review and remedies

  • Replacement of the affected item
  • Refund through the original payment method where possible
  • Crypto refund in crypto where the original approved payment was made in crypto
  • Partial refund or store credit where agreed

Items not eligible for standard return

  • Correctly supplied research-use products after dispatch
  • Opened, unsealed, tampered or reconstituted items
  • Items handled or stored incorrectly after delivery
  • Change-of-mind returns or buyer ordering errors
  • Shipments affected by local import restrictions or buyer-side customs issues

Timing

Claims must be reported within 14 days of delivery. Approved refunds are processed after review through the relevant payment route. Replacement availability depends on stock and destination.

Payment disputes

If you do not recognise a charge or have a problem with an order, contact us first at info@peptralabs.com. We reply within 24 hours on business days and resolve most issues without a chargeback. If you open a dispute with your bank, we provide the order details, delivery tracking and our correspondence to the card issuer. Approved refunds are made to the original payment method.

Email: info@peptralabs.com

Last updated: October 2026