1. Summary

• Damaged or incorrect shipments: replaced or refunded in full at our cost, including freight.
• Unopened, undamaged kits: returnable within 14 days of delivery for a refund of the kit price, less return freight.
• Opened kits, reconstituted material and cold-chain items that have been released to the laboratory are non-returnable for safety and integrity reasons.
• Customs delays and duty assessments are outside our control but we will supply any documentation the carrier needs.
• Refunds are issued to the original payment method within 5 business days of an approved claim.

2. Damaged, defective or incorrect shipments

If a consignment arrives with broken vials, a compromised crimp seal, a missing kit or material that does not match your order, contact us within 7 days of delivery with your order reference and photographs of the outer packaging, the vial labels and the lot numbers.

For confirmed damage or picking errors we will, at your choice, either dispatch a replacement from the same lot where available or refund the affected line in full including the freight attributable to it. Replacements ship by the same service level as the original order and are documented with the matching certificate of analysis.

In the rare case that a batch fails an internal re-test or is recalled, we will notify affected customers, provide the analytical rationale and offer a replacement from the next released lot or a full refund — including return freight if material must come back to us.

3. Returns of unopened kits

Unopened kits in their original packaging can be returned within 14 calendar days of delivery. To be eligible, every vial must be sealed with an intact crimp, the kit must be returned in its original protective packaging with the certificate of analysis, and the return must be authorised by our support team in advance so that it can be routed with the correct documentation.

Approved returns are refunded at the kit price less return freight and any customs charges incurred on re-import. Refunds are processed within 5 business days of the returned material being received and inspected. Where a customer prefers, we can issue a credit against a future order instead of a refund.

Cold-chain products (HCG, HMG, somatropin and IGF-1 LR3) and any kit that has been opened, reconstituted, stored outside the stated conditions or exposed to inappropriate temperatures are not returnable, because we cannot verify their integrity after they have left our control.

4. Shipping timelines and methods

In-stock lots are dispatched within 24 hours of cleared payment on business days. Tracking is emailed as soon as the label is generated. Transit estimates are working-day estimates from the carrier and exclude customs processing time.

5. Customs, duties and refused parcels

Import VAT, duties and any clearance fees are assessed by the destination customs authority and are payable by the importer. We declare all consignments accurately as laboratory reference material for research use, with the research-use-only statement on the documentation; we cannot under-declare value or misdescribe contents.

If a parcel is refused at customs or returned to us because the importer declined to pay assessed charges, failed to provide requested information, or provided an incorrect address, we will refund the kit price less original and return freight once the material is received back in saleable condition. If the material is destroyed by customs, no refund is available.

Where a specific compound is restricted in your country, we will tell you before dispatch if we are aware of a prohibition. Responsibility for confirming that import and possession are lawful in your jurisdiction rests with the buyer.

6. Cancellations and order changes

Order requests can be amended or cancelled at no cost until payment clears. Once an order is packed and a tracking label is created, cancellation is treated as a return and the terms in section 3 apply. To amend an order — additional kits, a different vial strength or a different delivery address — contact support with your reference number as soon as possible.

7. What is not covered

• Dissatisfaction with research outcomes or assay results.
• Material stored, reconstituted or handled outside the published storage guidance.
• Damage caused after delivery, including during local transfer between sites.
• Claims made more than 7 days after delivery for shortages or visible damage.
• Customs seizure or destruction resulting from an import prohibition that applied at the time of order.
• Requests to remove or alter the research-use-only labelling.

8. How to make a claim

1. Email support@usapeptidevendor.com with your order reference, a description of the issue and photographs.
2. We acknowledge every claim within one business day and confirm the resolution path.
3. For returns, we issue a return authorisation and routing instructions — do not ship material back before receiving authorisation.
4. Approved refunds are issued to the original payment method within 5 business days of approval or of the return arriving, whichever applies.

Questions about this policy can be sent to support@usapeptidevendor.com. See also our terms & conditions and privacy policy, and the frequently asked questions for shipping and testing detail.