Returns & Refunds

Last updated: 1 November 2026

This page is maintained in English. Translations are provided for convenience only; where meanings differ, the English version applies.

1. Why the policy is narrow

Lyophilized peptides are biological research materials that degrade once the seal is broken or the cold chain is interrupted. Once a vial has been opened we cannot verify how it was stored, and we cannot resell it. That is why correctly supplied, unopened products are not returnable — the same rule applies across the research-supply industry.

2. What we will fix

Situation	What we need	What we do
Vial arrived cracked, leaking or with a broken seal	Photo of the vial and the outer packaging within 7 days	Free replacement in the next shipment, or full refund of that item
Wrong product or wrong size delivered	Photo of the label and the packing list	Correct item sent at our cost, or full refund
Item missing from the parcel	Photo of the parcel contents as received	Missing item sent at our cost, or refunded
Parcel never arrived, tracking stalled	Order number — we open a carrier trace the same day	Reship or full refund as soon as the carrier confirms the parcel is lost
Purity or identity does not match the COA	Your third-party analytical result and the sample details	We review with the batch record and, where the discrepancy is confirmed, refund or replace

3. What we cannot refund

• Opened, reconstituted or partially used vials.
• Products stored outside the stated conditions (lyophilized powder: 2–8 °C, protected from light).
• Parcels refused at delivery, or returned because the address or phone number supplied was wrong or incomplete.
• Parcels held, taxed or destroyed by customs. Duties and clearance are the buyer's responsibility.
• Delay caused by the carrier, weather, strikes or a public holiday.
• Change of mind after dispatch, or an order placed for a use that breaches our Terms of Service.

4. How to report a problem

Message us on WhatsApp at +852 5585 0324, or email peptivasupply@gmail.com with the subject "Order issue — [your order number]". Include:

1. Your order number and the name used on the order.
2. A photo of the parcel as it arrived, and a close-up of the problem.
3. A one-line description of what is wrong.

We reply within 1 business day. Please do not send the item back before we confirm — unauthorised returns are usually destroyed by customs and cannot be refunded.

5. Refund timing and method

Approved refunds are issued to the original payment method within 5 business days of approval:

• Wise / bank transfer — back to the sending account, usually visible in 1–3 business days.
• Alipay — back to the paying Alipay account, usually within 24 hours.
• USDT — to the wallet address you paid from. We cannot send to a different address for compliance reasons.

Network fees and currency conversion differences are not refundable, because those costs are charged by third parties and are not received by us. Where you prefer, we can issue the refund as store credit with a small bonus — ask us.

6. Cancellations

You can cancel free of charge any time before dispatch. Once the parcel has been handed to the carrier, cancellation becomes a return and the rules above apply. To cancel, message us with your order number — do not simply stop responding, as the parcel may already be in transit.

7. If you paid but we cannot supply

Occasionally a batch fails our own release testing, or a destination turns out to be restricted. In that case we tell you immediately and refund in full, including any shipping you paid. We do not substitute a different product without your written agreement.

8. Payment disputes

If you believe a charge is wrong, contact us first. Because we accept bank transfer, Alipay and USDT rather than cards, there is no card chargeback process — a dispute is resolved between us, which is usually much faster than a formal claim. We keep invoices and carrier records for every order and will share them on request.