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At PEPTRA BIO, we are committed to providing high-quality research products and a reliable purchasing experience. This Return & Exchange Policy explains the conditions under which an order may qualify for a return, replacement, or exchange.
1. Return & Exchange Eligibility
Because our products are intended for research use and may be sensitive to handling, storage, and transportation conditions, returns and exchanges are subject to review and approval.
Please contact PEPTRA BIO before sending any product back.
Unauthorized returns may not be accepted or processed.
An order may be considered for return or replacement when:
- The wrong product was shipped by PEPTRA BIO.
- The product received is damaged during transportation.
- The product received is materially different from the product ordered.
- The package arrives with visible damage that may have affected the product.
2. Products That May Not Be Eligible for Return
Due to product handling, quality-control, and research-use considerations, certain products may not be eligible for return or exchange.
- Products that have been opened or used.
- Products with damaged, removed, or altered seals.
- Products with damaged or missing labels.
- Products that have been improperly stored or handled after delivery.
- Products returned without prior authorization.
- Products that have been altered, modified, or contaminated.
- Products purchased through unauthorized third parties.
3. Damaged Products
If your package arrives damaged, please inspect the shipment as soon as possible.
If the product or packaging appears damaged, contact our support team promptly and provide photographs of:
- The outer shipping package
- The product packaging
- The product itself
- The shipping label
- Any visible damage
Our team will review the information and determine whether the order qualifies for a replacement or another appropriate resolution.
4. Incorrect Product Received
If you receive a product different from the item listed on your order confirmation, please contact PEPTRA BIO before opening or using the product.
After verification, we may arrange for the incorrect product to be returned and the correct product to be shipped, subject to availability.
5. How to Request a Return or Exchange
To request a return, replacement, or exchange, please contact our support team with the following information:
1
Contact Us
Contact our support team with your order details and reason for the request.
2
Provide Evidence
Send photographs or other information requested by our support team.
3
Await Approval
Wait for confirmation and return instructions before shipping anything back.
Please include your order number, product name, date of purchase, and a description of the issue when contacting us.
6. Return Shipping
If a return is approved because PEPTRA BIO shipped an incorrect product or the product was damaged during transportation, the applicable return shipping arrangements will be communicated by our support team.
Customers should not ship products back without receiving return instructions from PEPTRA BIO.
7. Refunds
Where a refund is approved, the refund will generally be issued to the original payment method used for the order, subject to applicable payment-provider processing times.
The time required for the refunded amount to appear in your account may vary depending on your bank or payment provider.
Important:
A refund is not automatically available simply because a customer changes their mind after placing an order. Refund eligibility is subject to this policy and individual order review.
8. Exchanges & Replacements
Where an exchange or replacement is approved, PEPTRA BIO will provide instructions for returning the original product when applicable.
Replacement products are subject to product availability. If the requested replacement is unavailable, an alternative resolution may be offered where appropriate.
9. Order Cancellation
If you need to cancel an order, contact us as soon as possible after placing the order.
Cancellation requests cannot be guaranteed once an order has entered processing, fulfillment, or shipping.
If an order has already been shipped, the request may be handled according to the applicable return conditions.
10. Product Handling
Customers are responsible for following all product information, labeling, storage requirements, and applicable research-use instructions provided with their order.
PEPTRA BIO is not responsible for damage resulting from improper storage, handling, modification, or use after delivery.
11. Research Use Only
Products identified as Research Use Only are supplied for their stated research purposes and are not intended to be represented as products for human or veterinary use unless expressly authorized and stated by PEPTRA BIO.
Return, exchange, and replacement decisions do not change the intended use or classification of any product.
12. Policy Changes
PEPTRA BIO may update this Return & Exchange Policy from time to time to reflect changes in our products, services, operations, or applicable requirements.
Any updated version will be published on this page with a revised “Last Updated” date.