This page explains, in plain English, when Peptriva refunds or replaces an order. The governing text is Part B of our Terms and Conditions; if the two ever differ, Part B controls.
We do not accept physical returns. Research compounds cannot be restocked once they have left our custody — chain of custody and storage conditions can no longer be verified. So nothing is ever shipped back to us. Instead, where a claim is approved we replace the affected vials or refund them outright, and you keep or dispose of the original units. Please do not ship product back to us; unauthorised returns cannot be processed or credited.
1. What we cover
Peptriva will replace the affected units from the next conforming batch, issue store credit, or refund the original payment method — at our discretion — in these situations:
- Batch fails its Certificate of Analysis. If a shipped lot misses any published COA specification — HPLC purity, MS identity, microbial screening, or endotoxin — we replace the affected units and refund what you paid for them. This is automatic, needs no claim form, and is our Out-of-Spec Guarantee. Keep the vials for documentation; do not ship them back.
- Damage in transit. Cracked vials, breached seals, discoloured lyophilised cake, or other carrier-induced damage visible on arrival. Tell us within 72 hours of delivery and keep all packaging until the claim is resolved.
- Wrong or missing items. Shipment missing items, or containing something other than what you ordered. Tell us within 72 hours of delivery.
- Lost in transit, or marked delivered but not received. Tell us within 7 days of the carrier's scheduled or marked delivery date. We open a carrier trace and then reship or refund. Theft after carrier-confirmed delivery may require a police report.
2. What we don't cover
- Change of mind, ordering the wrong item, or no longer needing the product.
- Claims raised after the windows above have closed.
- Product that was opened, reconstituted, decanted, relabelled, or stored outside the conditions on the label and COA.
- Product shipped back to us without written authorisation.
- Orders that failed because of an incorrect, incomplete, or undeliverable address you supplied.
Peptriva reships once at no charge for any given order under Section B.5 of the Terms. Beyond that, further reshipment is at our discretion.
3. How to file a claim
Email care@peptriva.com with:
- Your order number.
- The affected SKU(s) and batch number(s).
- Clear photos of the outer packaging, inner packaging, product labels showing the batch number, and any visible damage.
- A verifiable accredited third-party lab report, if your claim is about specification non-conformance.
- A short description of the issue.
We respond within 5 business days. Approved replacements ship free to the address on the original order.
4. Refund timing
Approved refunds go back to the original payment method within 7–10 business days of approval. How quickly it appears on your statement after that depends on your bank or card issuer. Shipping charges are refunded only where the issue was caused by a verified Peptriva error.
5. Cancelling an order
Contact care@peptriva.com as early as possible. We can usually cancel before an order has been packed or handed to the carrier. Once it has shipped, cancellation is no longer available and the claim routes above apply instead. Full cancellation terms are in Section B.6 of the Terms.