REFUND & RETURN POLICY
1. The Principle of Chemical Integrity
Due to the highly sensitive nature of biochemical reagents, Smart Peptide Lab maintains a rigorous policy regarding the chain of custody. Once a research compound has been dispatched from our climate-controlled environment, its molecular stability can no longer be guaranteed by our laboratory. Consequently, to preserve the analytical integrity of our inventory and the safety of the global research community, we do not accept returns on any opened or fulfilled research materials.
2. Post-Payment Fulfillment Finality
Our operational workflow is engineered for maximum efficiency. Once an order enters the post-payment processing phase—which includes final quality verification, vacuum-sealing, and logistical routing—the transaction is considered finalized. Cancellations or modifications to an acquisition must be requested within the narrow window between payment submission and the initiation of laboratory fulfillment to be eligible for a reversal.
3. Protocol for Transit Discrepancies
While our global fulfillment infrastructure is designed for high-fidelity delivery, we recognize the complexities of international logistics. In the rare event that a consignment arrives with documented physical damage or a verifiable discrepancy in the manifest, researchers must contact our Technical Support Desk via WhatsApp or Email within 72 hours of receipt. Please provide high-resolution photographic evidence of the internal and external packaging for our administrative review.
4. Analytical Discrepancy Claims
At Smart Peptide Lab, we stand behind our 99% purity threshold. If a researcher believes a compound does not meet the technical specifications outlined in our archives, we require a formal submission of independent, third-party HPLC or LC-MS analysis performed by a certified laboratory. Should the independent data confirm a synthesis deviation, we will initiate an immediate replacement protocol to ensure your research timeline remains uncompromised.
5. Non-Deliverable and Seized Consignments
Navigating international borders requires a sophisticated, customs-conscious approach. In instances where a shipment is deemed “undeliverable” due to incorrect address data provided at checkout, the responsibility remains with the procurer. However, for orders intercepted by customs authorities during our specialized routing process, we offer a one-time complimentary reshipment or a partial credit toward a future acquisition, provided the researcher coordinates with our logistics team for a revised delivery strategy.
6. Administrative Refund Processing
In the limited circumstances where a refund is authorized—such as an out-of-stock sequence or an approved pre-fulfillment cancellation—funds will be returned via the original payment modality (e.g., Zelle, Cash App, Venmo, Bant Transfer, PayPal, Cryptocurrency, or Apple Pay). Please allow 3–5 business days for the financial reconciliation to appear in your account. Our goal is to resolve all administrative discrepancies with the same precision we apply to our chemical synthesis.