Last Updated: July 26, 2026
At Peptenor Labs, we are committed to maintaining the highest standards of product quality, integrity, and customer service. Due to the specialized nature of our research products and our strict quality control procedures, all sales are considered final unless otherwise stated in this policy.
To protect product integrity and ensure full traceability, Peptenor Labs does not accept returns or exchanges once an order has been delivered.
Because our products are intended strictly for laboratory research purposes, returned items cannot be restocked or resold.
If your order arrives damaged, contains missing items, or you receive the wrong product, please contact our support team as soon as possible.
To submit a claim, you must:
Contact us within 72 hours of the recorded delivery date.
Include your order number.
Provide clear photographs showing the issue.
Retain all products and original packaging until your claim has been reviewed.
Claims submitted without sufficient documentation may be delayed or declined.
Examples of issues that may qualify for a replacement or refund include:
Broken or damaged vials or containers
Packaging that has been compromised during transit
Missing products from your shipment
Incorrect products received
Products that materially differ from the accompanying Certificate of Analysis (COA) or order details
Minor cosmetic damage to the exterior shipping box that does not affect product integrity generally does not qualify for a replacement or refund.
Orders may be cancelled if:
The cancellation request is received within two (2) hours of placing the order, or
The order has not yet entered fulfillment or shipment processing.
Once an order has entered the fulfillment or shipping process, cancellation requests generally cannot be accommodated.
If you need to cancel an order, please contact us immediately.
When a refund request is approved, funds will be returned to the original payment method used during checkout.
Please allow:
5–7 business days for refund processing.
Additional processing time required by your financial institution before the refund appears on your account.
Refunds are generally issued only to the original payment method unless otherwise required by applicable law.
Shipping charges are typically non-refundable unless the refund is the result of an error made by Peptenor Labs.
If your shipment is lost during transit or is marked as delivered but has not been received, please notify us promptly.
Depending on the circumstances, we may:
Initiate an investigation with the shipping carrier.
Request additional information or documentation from the customer.
Approve a replacement shipment or refund when appropriate.
Whenever possible, lost-package claims should be reported within 72 hours of the recorded delivery date.
Every product supplied by Peptenor Labs is handled under established quality-control procedures and is accompanied by relevant documentation, including a Certificate of Analysis (COA) where applicable.
If you believe a product was received in error or does not meet the specifications listed on the product page, please contact our support team with your order details and any supporting documentation. We will carefully review your claim and work toward a fair resolution.
| Situation | Resolution |
|---|---|
| Change of mind | Not eligible for return or refund |
| Damaged or incorrect order | Replacement or refund upon approval |
| Missing items | Replacement or refund upon approval |
| Cancellation before fulfillment | Eligible for cancellation |
| Cancellation after fulfillment begins | Generally not eligible |
| Lost shipment | Carrier investigation and resolution review |
If you have any questions about this Refund & Return Policy or need to submit a claim, please contact us:
Email: info@peptenorlabs.com
Website: https://peptenorlabs.com/contact
