Return and Redistribution Policy

At the core of our operations is a commitment to chemical precision and research integrity. We recognize that the success of your project depends on the stability and purity of the compounds provided. This policy outlines the protocols for addressing issues with your order while maintaining the “cold-chain” and safety standards required for high-purity peptides.

1. The Nature of Research Compounds

Due to the perishable and sensitive nature of lyophilized peptides, we cannot accept returns for products that have been delivered in accordance with the order specifications. Once a vial has left our controlled environment and entered a third-party transit system or a private laboratory, its stability and purity can no longer be guaranteed for redistribution.

For the safety of all researchers, we do not restock or resell returned peptides.

2. Eligibility for Resolution

While we do not accept standard “change of mind” returns, we are fully committed to correcting errors or damages that occur during the fulfillment process. You may be eligible for a replacement or a refund under the following circumstances:

  • Damaged in Transit: If a vial arrives cracked or the vacuum seal is visibly compromised.

  • Incorrect Item Received: If the peptide sequence delivered does not match the compound ordered (e.g., receiving Ipamorelin instead of BPC-157).

  • Verification Discrepancies: In the rare event that a batch-specific HPLC or Mass Spec report reveals a purity level below our 99% standard.

3. Reporting a Discrepancy

To maintain a high standard of accountability, all discrepancies must be reported within 14 days of the delivery date. To initiate a review, please follow these steps:

  1. Documentation: Take clear, high-resolution photographs of the damaged packaging or the incorrect labels.

  2. Batch Information: Provide the lot or batch number found on the vial. This allows us to cross-reference our internal HPLC and Mass Spec records for that specific synthesis.

  3. Submission: Contact our support team with your order number and the evidence listed above.

4. Resolution Process

Once your claim has been reviewed and verified by our laboratory team, we will offer one of the following resolutions:

  • Expedited Replacement: We will ship the correct or undamaged compound via tracked, climate-controlled transport at no additional cost to the researcher.

  • Credit/Refund: If a replacement is not feasible, a refund will be issued to the original payment method. Please note that banks may take 5–10 business days to process these transactions.

5. Non-Returnable Items and Exceptions

  • Opened Vials: Any peptide that has been reconstituted or where the flip-off cap has been removed is strictly ineligible for any form of return or refund.

  • Improper Storage: We are not responsible for the degradation of compounds resulting from improper storage (e.g., failure to refrigerate or freeze upon arrival).

  • International Customs: Researchers operating outside of the UK are responsible for ensuring the legality of the compounds in their jurisdiction. We cannot offer refunds for items seized by customs due to local regulatory restrictions.

6. Order Cancellations

If you need to cancel an order, please contact us immediately. Once an order has been processed and entered the shipping queue, it can no longer be cancelled due to the automated nature of our logistics and the sensitivity of the products involved.