RETURNS AND REFUNDS

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 information 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

After reviewing the claim, Peptra may offer one of the following remedies where the claim is approved:

• 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

The following are not eligible for standard return or refund, except where mandatory law requires otherwise:

• 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, refusal to cooperate with carrier requests or buyer-side customs issues

Parcel contents

Peptra parcels contain sealed, clearly labelled vials with protective packaging. CoA information is published on the site where applicable. CoA paperwork, lab reports or research documents are not included inside the parcel.

Timing

Claims must be reported within 14 days of delivery.

• We may request additional photos or information before approving a remedy
• Approved refunds are processed after review through the relevant payment route
• Replacement availability depends on stock and destination