Returns

1. Why returns are restricted

Laboratory reference material cannot be restocked once it has left our control. We have no way to verify how a vial was stored after delivery, and material whose storage history is unknown cannot be supplied to another purchaser.

The restrictions below exist for that reason, and not as a commercial policy.

2. Not returnable

• Vials whose seal has been opened or broken.
• Material whose cold chain has been broken after delivery, including material stored above -20 °C or left at room temperature.
• Material that has been reconstituted, aliquoted or repackaged.
• Material returned without prior authorization from Peptinex.

3. Damaged or incorrect on arrival

If a shipment arrives with damaged vials, a compromised outer package, or contents that do not match the order, notify us within 48 hours of delivery. Notifications received after that window cannot be assessed, because the condition of the material can no longer be attributed to transit.

Keep the packaging and the ice packs as received, and send photographs of the outer package, the inner packaging and the affected vials together with the order reference and lot identifier.

4. What happens next

We review the report against the dispatch record and the carrier’s handling data. Where a claim is accepted, we replace the affected material, or issue a refund for it where replacement is not possible.

Do not return material unless we have asked you to. Unauthorized returns cannot be assessed and are not refunded.

5. Cancellation before dispatch

An order may be cancelled at no cost at any point before it is dispatched. Once material has been packed for temperature-controlled shipping, cancellation is no longer possible.