Return policy
Return, Refund & Order Issue Policy
PEPTIQRA maintains strict product integrity, batch traceability and quality-control standards. Please review this policy carefully before placing an order.
Returns are subject to product integrity review
Due to the nature of research peptide products, batch-controlled materials, storage-sensitive items and international shipping conditions, PEPTIQRA can only review return or refund requests under limited and clearly documented circumstances.
Any return, replacement or refund request must be submitted to our support team for review before any product is returned. Products sent back without prior written approval, return authorization or complete order documentation may be rejected and may not be eligible for refund, replacement or credit.
Conditions required for return review
To be considered for return review, the product must meet all of the following conditions. Meeting these conditions does not automatically guarantee approval; final eligibility depends on order records, product condition, batch traceability, shipping records and our internal review.
```Original Sealed Condition
The product must remain in its original sealed condition, with all packaging, labels, batch numbers, safety seals and documentation intact and verifiable.
Traceable Batch Information
The batch number, product label, quantity, order number and delivery record must match our order records and remain clear, complete and unaltered.
Timely Issue Report
Any order issue must be reported within 3 calendar days after delivery, with clear photos, tracking information, packaging photos and a detailed description of the issue.
Written Authorization
No product should be returned without written confirmation from PEPTIQRA. Unauthorized returns may be refused, discarded or returned to sender at the customer’s expense.
Situations generally not eligible for return or refund
The following situations generally do not qualify for return, refund, replacement or store credit unless required by applicable law or separately agreed in writing by PEPTIQRA.
```- Products that have been opened, unsealed, used, reconstituted, mixed, transferred, repackaged, relabeled, altered, damaged or handled in a way that affects product integrity.
- Products where the storage condition, handling history, temperature exposure or chain of custody cannot be reasonably verified after delivery.
- Products with missing, damaged, removed or altered labels, batch numbers, seals, outer packaging or supporting documents.
- Customer ordering errors, including incorrect product selection, incorrect quantity, wrong destination country, duplicate order, changed mind or failure to review product details before payment.
- Orders delayed, held, returned, rejected, seized, destroyed or restricted by customs, local authorities, carrier operations or destination-country import rules.
- Failed delivery caused by incorrect address, incomplete recipient information, recipient unavailability, refusal to accept the package or failure to cooperate with customs or the carrier.
- Products affected by customer-side storage, handling, temperature control, local delivery delay after arrival or any condition outside our reasonable control after delivery.
- Customized, private label, special-order, bulk-order, discounted, clearance or specially sourced items unless there is a confirmed fulfillment error by PEPTIQRA.
How to report an order issue
If you believe your order arrived damaged, incorrect or incomplete, please contact us within 3 calendar days after delivery. Claims submitted after this period may be difficult to verify and may not be eligible for review.
```- Order number and customer name used for the order.
- Tracking number and delivery date.
- Clear photos of the outer shipping package from all sides.
- Clear photos of the product label, batch number, seal, inner packaging and any visible issue.
- Description of the issue, including whether the package was damaged, short-shipped, incorrect or otherwise abnormal.
Return and refund review procedure
All return, replacement and refund requests are reviewed case by case. The review result may depend on order records, payment records, shipping records, product photos, batch documentation, packaging condition, carrier information and customer-provided evidence.
```Contact Support
Message us with your order number, delivery date, photos and a clear explanation of the issue.
Evidence Review
Our team reviews order records, tracking information, product photos and batch details.
Resolution Decision
Depending on the verified issue, we may offer replacement, store credit, partial refund, refund or other reasonable solution.
Return Authorization
If return is required, we will provide written return instructions. Products returned without approval may be rejected.
Refund timing, method and limitations
If a refund is approved, the refund will normally be issued to the original payment method where possible. Refund processing time may vary depending on the payment provider, card issuer, bank, PayPal, currency conversion, payment channel and local financial institution.
```- Shipping fees, payment processing fees, currency conversion fees, bank charges, PayPal fees, customs duties, import taxes and local charges are generally non-refundable unless the refund is caused by a confirmed error by PEPTIQRA and otherwise required by applicable law.
- Refunds may be reduced by applicable shipping costs, handling costs, transaction fees, return shipping fees, inspection costs or other costs already incurred, where permitted by applicable law.
- If an order has already been dispatched, cancellation or refund requests may be reviewed under the shipping, customs and return terms applicable to that order.
- For approved replacements, the replacement shipping method and timeline may depend on product availability, destination country, customs conditions and carrier service.
Cancellation before processing or shipment
Customers may contact us to request cancellation before the order has entered processing, packing, documentation preparation or shipment arrangement. Cancellation is not guaranteed and depends on the actual order status at the time the request is received.
```- If the order has not yet been processed, packed or shipped, we may approve cancellation where possible.
- If the order has already entered processing, packaging, document preparation, carrier handover or shipment, cancellation may no longer be available.
- Special-order, custom, private label, bulk or reserved-stock orders may not be cancelable once confirmed.
- Payment processing fees, currency conversion fees, PayPal fees, bank fees or other third-party charges may not be refundable.
Destination-country responsibility
Customers are responsible for confirming that the ordered products may be legally imported, possessed, handled and used in their destination country before placing an order. PEPTIQRA does not control customs decisions, import inspections, regulatory review, local delivery restrictions or destination-country enforcement.
```- Orders delayed, rejected, returned, seized, destroyed or restricted due to customs, import rules or customer-side compliance issues may not qualify for refund.
- Customers are responsible for any customs duties, import taxes, storage fees, brokerage fees, local charges or documentation requirements unless otherwise agreed in writing.
- Failure to respond to customs, carrier or local authority requests may result in delivery failure and may limit refund or replacement eligibility.
- Any case involving customs or carrier action will be reviewed based on available tracking, carrier records, customs information and order terms.
Common return and refund questions
```Can I return a product after delivery?
Return review is limited to eligible products that remain sealed, unused, unaltered and fully traceable. Customers must contact us first and receive written authorization before returning any product.
What if I received the wrong item?
Please contact us within 3 calendar days after delivery with your order number, tracking number and clear photos of the package, label, seal and product. We will review the case based on order and shipping records.
What if the package was damaged?
Please keep all packaging materials and send clear photos within 3 calendar days after delivery. Do not discard the package or product before our review is complete.
Can I cancel my order?
Cancellation may be possible only before processing, packing, documentation preparation or shipment arrangement begins. Once an order enters processing or dispatch, cancellation may no longer be available.
Need help with an order issue?
Contact us on WhatsApp with your order number, delivery date, tracking number and clear photos. Our team will review the issue according to this policy.
For damaged, incorrect, missing or abnormal delivery cases, message us directly through WhatsApp.