Refund policy

Returns are not accepted

Peptide Lounge does not accept returns. Every item we ship is a research material whose storage conditions and chain of custody cannot be verified once it has left our facility, so no product — opened or unopened, including laboratory supplies and equipment — can be returned to stock or resold. There is no change-of-mind, trial or restocking return window. Please review your order carefully before completing checkout.

Damaged or incorrect orders — 48 hours

If your order arrives damaged, incomplete or containing the wrong item, contact Peptideloungeshop@gmail.com within 48 hours of the carrier-recorded delivery. Include your order reference and photographs of the outer packaging, the shipping label and the items received. Confirmed damage or picking errors are resolved by replacement or refund at no cost to you. This 48-hour period is a claim window for a delivery problem; it is not a general return period.

Out-of-specification material

If independent analysis in your laboratory shows a product falls outside the specification stated on its certificate of analysis, send the report to Peptideloungeshop@gmail.com. Where our retained sample confirms the finding, the product is replaced at no cost or refunded in full at your election, and the lot is withdrawn from sale. Shipping on confirmed out-of-specification claims is covered by us. Laboratory supplies and equipment carry no purity specification, so out-of-specification claims do not apply to them; supplies or equipment that arrive damaged or faulty fall under the 48-hour claim window above.

Optional services and subscriptions

Skip the Line. The Skip the Line fee pays for priority packing. Once your order has entered the priority queue the fee is used and is not refundable, although it is refunded in full if the whole order is cancelled before packing begins.

Shipping Protection. Protection claims follow the claim windows and review process set out below and on the Shipping Policy page. Where a claim is approved, resolution is a replacement, refund or store credit at Peptide Lounge's discretion. The protection fee itself is not refunded once the shipment has been dispatched.

Build a Box. Cancelling a subscription stops future billing from your account and does not refund boxes that have already been billed or shipped.

Cancellations

Orders can be cancelled without charge until they enter final preparation. Once a tracking number has been issued an order can no longer be cancelled, and the no-returns policy above applies.

Refund processing

Approved refunds are issued to the original payment method within 5 to 10 business days of the claim being approved. Peer-to-peer transfers are refunded through the same service to the sending account.

Declined and cancelled orders

Orders declined by fraud screening — most commonly for a billing and shipping address mismatch — are cancelled and any authorisation is released in full. No fee applies.

Shipping Protection claims

Shipping Protection is a Peptide Lounge shipment-protection service. It is not an insurance policy.

• Visible shipping damage — Submit a claim within 7 calendar days of the carrier-recorded delivery. Photographs of the outer packaging, the shipping label and the damaged contents.
• Marked delivered but not received — Allow 48 hours after the carrier delivery scan — carriers sometimes scan before final placement. If it is still missing, submit a claim within 7 calendar days of that scan. Confirmation that you checked the delivery location and with anyone at the address.
• Lost in transit — Open a claim once the carrier officially reports the shipment lost, or when tracking shows no meaningful movement for 7 consecutive calendar days — whichever applies to your shipment first. No extra evidence needed beyond the tracking record.

A submitted claim is a request. Only an authorized Peptide Lounge administrator may approve, deny, request more evidence, send a replacement or issue a refund. Customers cannot approve their own claim.

Not covered:

• An incorrect or incomplete delivery address supplied at checkout
• Delivery refused at the address
• Intentional misuse of the shipment or of this service
• A claim found to be fraudulent
• Normal carrier delay while the package is still moving in transit
• Damage that happens after the shipment was successfully delivered

Shipping Protection does not affect fulfillment priority. Skip the Line fees cover priority packing that has already been performed and are not refunded once an order has shipped.

Payment disputes and chargebacks

Contact Peptideloungeshop@gmail.com before opening a dispute with your bank or card issuer. Almost every issue — a delayed shipment, a missing item, a damaged vial or an unrecognised charge — is resolved by support within one business day, and resolving it with us directly is usually faster than a bank dispute, which your issuer controls once it is opened.

• An order that is charged back is cancelled and any pending shipment is stopped.
• The account used to place the order is restricted from ordering while the dispute is open.
• Where a dispute is found to be illegitimate, the specific delivery location used for that order is added to our restricted delivery register and future orders to that exact unit are declined.
• Restrictions are unit-specific: a restricted apartment, suite or building unit does not affect neighbours or other units at the same street address.

If you believe a delivery location has been restricted in error — for example you have moved into a unit previously used by someone else — email Peptideloungeshop@gmail.com. We review every appeal and lift restrictions where the current resident is unconnected to the original dispute.