1. Overview
All sales are final. We do not accept returns of research peptides under any circumstances. Due to the sensitive nature of these compounds and the strict handling, storage, and chain-of-custody requirements necessary to maintain product integrity, once an order leaves our facility we cannot verify the conditions under which it has been stored or transported.
We remain committed to ensuring every customer receives exactly what they ordered in proper condition. Refunds and replacements are available only in the limited circumstances described below.
2. Damaged or Defective Products
If your order arrives damaged, compromised, or with a broken cold-chain seal, you must contact us within 48 hours of delivery with photographic evidence of the damage and the original packaging. We will, at our discretion, issue a full replacement or a store credit for the affected items at no additional charge.
Claims submitted after the 48-hour window may be considered on a case-by-case basis but are not guaranteed.
3. Incorrect Orders
If you receive an incorrect product (wrong item, wrong quantity, or wrong specification), contact us within 48 hours of delivery. We will, at our discretion, ship the correct item at no additional cost or issue a full refund to your original payment method. No physical return is required; the customer should dispose of the incorrect item in accordance with local biohazard and laboratory waste guidelines.
4. Order Cancellations
Orders may be cancelled free of charge if the cancellation request is received before the order has been dispatched. Once an order has shipped, it cannot be cancelled.
To request a cancellation, contact our support team immediately with your order number.
5. Non-Refundable Scenarios
Returns are not accepted under any circumstances. Refunds are available only in the damaged or incorrect-order scenarios described in Sections 2 and 3.
The following are not eligible for any refund or replacement:
Products that have been opened, reconstituted, diluted, or otherwise used.
Custom-synthesized or made-to-order peptides, except where they arrive damaged or are incorrect against the original specification.
Products purchased during clearance or final-sale promotions, unless received damaged or incorrect.
Claims submitted after the 48-hour window referenced in Sections 2 and 3.
6. Refund Processing
Approved refunds will be issued to the original payment method within 5–10 business days of our review of the supporting documentation. Store credits, where offered, are applied immediately and do not expire.
7. Disputes
If you believe a refund decision was made in error, you may submit a written appeal to our support team. Appeals are reviewed within 5 business days. The decision following an appeal review is final.
8. Contact
For refund inquiries, contact us at: support@eternagenlife.com. Please include your order number and a detailed description of the issue.