Refunds & returns

Unopened product

Unopened vials with an intact factory seal may be returned within 14 days of delivery for a refund less a 15% restocking fee and the original shipping cost. Request a return authorisation from support before shipping anything back; returns received without an authorisation number cannot be processed.

Opened or reconstituted product

Once a seal is broken, the vial cannot be returned or refunded under any circumstances. Chain of custody and storage conditions can no longer be verified, and re-sale would compromise the integrity of the material for the next researcher.

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sample confirms the finding, the product is replaced at no cost or refunded in full at your election, and it is withdrawn from sale. Shipping on confirmed OOS returns is covered by us.

Damaged or incorrect items

Report damaged vials or picking errors within 14 days of delivery with photographs of the outer packaging, the vial and the label. Replacements ship at our cost.

Cancellations

Orders can be cancelled without charge until they enter final preparation. Once a tracking number has been issued, the standard return terms above apply.

Refund processing

Approved refunds are issued to the original payment method within 5 to 10 business days of the returned goods being received and inspected. Cryptocurrency payments are refunded in the same asset at the exchange rate applied at the time of the original transaction; network fees are deducted. 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 restocking fee applies.

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a damaged vial or an unrecognised charge — is resolved by support within one business day, and a dispute cannot be withdrawn once your bank has opened it.

• 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.