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Returns & refunds

We stand behind every lot. If something arrives wrong, damaged, or off-spec, we make it right at our cost.

Sterile-product policy

Because peptides are sterile research materials, we cannot accept returns on opened or tampered vials — once the seal is broken there is no way to verify the contents upstream of the next researcher. This is standard practice across the industry and exists to protect the integrity of the supply.

Unopened, sealed vials may be returned within 30 days of delivery for a refund of the product price, minus a 15% restocking fee and the original shipping cost. Buyer pays return shipping. Email us for an RMA before sending anything back.

Damaged or lost in transit

If a package arrives visibly damaged, the ice packs are fully melted on a cold-chain shipment, or the vial is cracked or leaking:

  1. Photograph the outer box, the ice packs, and the vial.
  2. Email peptidexm@gmail.com within 72 hours of delivery with the photos and your order number.
  3. We'll ship a free replacement or issue a full refund — your choice.

Off-spec material

If an independent assay shows a lot falls materially short of the purity on its COA — send us the analytical data (method, chromatogram, MS trace) and the lot number. We'll re-test the retained sample from the same lot. If our retain confirms the deviation, you get a full refund plus replacement at no charge, and we pull the remainder of the lot from inventory.

Wrong item shipped

Pick errors happen — rarely, but they happen. If you receive the wrong product, email us and we'll overnight the correct item. Keep the mis-shipped vial; we'll include a prepaid return label in the replacement shipment.

Cancellations

Orders can be cancelled for a full refund any time before the label is printed. Once a tracking number has been generated we can no longer cancel, but you can refuse delivery and we'll refund the product total minus return-shipping cost on arrival.

How refunds are issued

Refunds are credited to the original payment method. Card refunds typically appear within 3–5 business days; bank transfers may take up to 10 business days depending on your institution.

Questions

Any situation that doesn't fit the buckets above — just write us at peptidexm@gmail.com. We'd rather solve one edge case fairly than lose a researcher over a technicality.