Returns & Replacements
Last updated: March 2026
Replacement Policy
We stand behind the quality of our products and the reliability of our shipping. Here's how we handle different situations:
Damaged in Transit
If your order arrives with damaged or broken vials, contact support with your order number and a photo showing the damage. We'll send a full replacement.
→ Full replacementLost or Seized
All orders to our delivery regions (AU, NZ, UK, US, and EU) include guaranteed delivery. If your package is lost in transit or seized by customs, we provide one free replacement per order.
→ One free replacement per orderQuality Issues
If you believe there is a quality issue with your product, contact support with your order number and a description of the concern. Verified quality issues are addressed with a replacement or store credit.
→ Replacement or store creditNo Crypto Refunds
We do not process refunds to cryptocurrency wallets. Blockchain transactions are final by design — there is no "chargeback" mechanism, and reverse transfers introduce security and operational risks.
For all eligible situations (damage, loss, quality), we provide product replacements rather than monetary refunds. This lets us resolve issues quickly without the complexity of crypto refund transactions.
Not Eligible for Replacement
- Opened or used products
- Orders where a shipping address outside our delivery regions was provided
- Orders where a replacement has already been provided
- Expired orders (not paid within 24 hours)
How to Request a Replacement
- 01Contact support@thepeptidelab.xyz with your order details
- 02Include your order number and a description of the issue
- 03Attach photos if reporting damage
- 04We review and respond within 48 hours
- 05Approved replacements ship within 48 hours