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Refund Policy

Effective date: April 30, 2026

We stand behind the purity and quality of every product we ship. Because Peptiva products are research-grade chemicals supplied in sealed sterile vials, our return policy is necessarily limited — once a vial leaves our facility, we cannot guarantee its sterility, storage conditions, or chain of custody. Please review this policy before placing an order.

1. All sales are final once shipped

Due to the nature of research chemicals, we do not accept returns or issue refunds on products that have left our facility, with the limited exceptions below. By placing an order, you agree to this term.

2. Pre-shipment cancellations

If you contact us at support@peptiva.bio before your order has shipped, we will cancel the order and issue a full refund to your original payment method within 5–10 business days. Once tracking has been generated, the order is considered shipped and Section 1 applies.

3. Damaged in transit

If your package arrives visibly damaged or the contents are broken, or unusable on arrival:

  • Photograph the exterior packaging and the damaged contents within 48 hours of delivery.
  • Email the photos to support@peptiva.bio with your order number and a brief description.
  • We will arrange either a free replacement or a full refund of the affected items, at our option.

Damage claims submitted more than 48 hours after delivery may not be eligible.

4. Lost in transit

If tracking shows no carrier movement for 7 or more business days, contact us. We will open an investigation with the carrier. If the carrier confirms the package as lost, we will issue a free replacement or full refund of the lost items, at our option. We do not issue refunds based on tracking delays alone before the carrier completes its investigation.

5. Wrong product or quantity

If we make a fulfillment error and ship you the wrong product or quantity, contact us within 7 days of delivery. We will arrange a free replacement or a full refund for the affected items.

6. What is NOT eligible for refund

  • Vials that have been opened, punctured, or reconstituted.
  • Products stored improperly after delivery (e.g., not refrigerated when required).
  • Buyer’s remorse or change of mind after the order has shipped.
  • Products refused at delivery without prior authorization.
  • Orders placed in violation of our Terms of Service (e.g., misrepresentation of eligibility).
  • Free items included in promotional bundles.

7. How to start a refund or replacement claim

Email support@peptiva.bio with:

  • Your order number.
  • A clear description of the issue.
  • Photos, if applicable (damaged packaging / contents).
  • Your preference (replacement or refund).

We aim to respond within 1-2 business day and resolve eligible claims within 5–10 business days of receiving the necessary documentation.

8. How refunds are issued

Approved refunds are issued to the original payment method:

Card payments: refunded to the original card. Depending on your bank, refunds typically post within 5–10 business days of issuance.

Cryptocurrency payments: refunded as the USDT or USDC equivalent of the original USD amount paid, sent to a wallet address you provide. We do not refund in the original coin — issuing in stablecoins protects both parties from price volatility between the time of payment and the time of refund. If you require a refund in a different coin, contact us and we will accommodate within reason.

If you do not see your refund after 10 business days, please contact us.

9. Chargebacks

We work with every customer in good faith to resolve issues directly. Filing a chargeback before contacting us at support@peptiva.bio may delay or void your eligibility for replacement or refund and may result in suspension of your Peptiva account.

10. Contact

Questions about this policy? Email support@peptiva.bio.