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.
Email: info@peptralabs.com
Last updated: May 2026