Refund & Return Policy

1. General Policy

PolyLabs Research is committed to customer satisfaction. Due to the specialized nature of research peptides and the strict quality controls required for their handling and storage, all sales are generally considered final. We cannot accept returns of opened or used products under any circumstances.

We will, however, issue a full refund or replacement in the following circumstances:

• The product received is defective or fails to meet our stated purity specifications
• The product was damaged during shipping (with photographic evidence)
• The wrong product was shipped due to our error
• The product was not delivered and is confirmed lost by the carrier

2. Eligibility Requirements

To be eligible for a return or refund, the following conditions must be met:

• You must contact us within 7 days of receiving your order to report an issue
• The product must be in its original, unopened, and undamaged packaging (except in cases of shipping damage)
• You must provide your order number and a description of the issue
• For damaged products, you must provide clear photographic evidence of the damage
• Products must have been stored according to our stated storage requirements (typically -20°C for long-term storage)

We reserve the right to deny a refund or return request if these conditions are not met or if we determine that the product was mishandled after delivery.

3. Non-Refundable Items and Circumstances

The following are NOT eligible for returns or refunds:

• Opened or used products
• Products that have been improperly stored or handled after delivery
• Products returned without prior authorization from our customer service team
• Orders where the customer provided an incorrect shipping address
• Products damaged due to customer negligence
• Change of mind or buyer's remorse
• Shipping charges (except in cases where we shipped the wrong product)
• Products purchased during promotional sales or with discount codes (unless defective)

4. How to Request a Return or Refund

To initiate a return or refund request, please follow these steps:

1. Contact Us Within 7 Days: Email us at [email protected] within 7 days of receiving your order. Include your order number, the product name, and a detailed description of the issue.
2. Provide Evidence: Attach clear photographs of the product and packaging, especially if the issue involves shipping damage or a defective product.
3. Receive Authorization: Our customer service team will review your request within 2–3 business days and issue a Return Merchandise Authorization (RMA) number if your request is approved.
4. Ship the Product: If a physical return is required, ship the product in its original packaging to the address provided with your RMA. You are responsible for return shipping costs unless the return is due to our error.
5. Receive Refund or Replacement: Upon receipt and inspection of the returned product, we will process your refund or ship a replacement within 5–7 business days.

Important: Do NOT return any product without first obtaining an RMA number from our customer service team. Unauthorized returns will not be accepted and will be returned to sender.

5. Refund Processing

Once your return is received and inspected, we will notify you by email of the approval or rejection of your refund. If approved, your refund will be processed and a credit will be applied to your original payment method within 5–10 business days, depending on your card issuer's policies.

Refunds will be issued to the original payment method used for the purchase. We cannot issue refunds to a different payment method or in the form of cash or check.

If you have not received your refund within 10 business days of our approval notification, please first check your bank account and contact your credit card company, as it may take some time before your refund is officially posted. If you have done this and still have not received your refund, please contact us at [email protected].

6. Chargebacks and Disputes

We encourage customers to contact us directly to resolve any issues before initiating a chargeback with their bank or credit card company. We are committed to resolving all legitimate disputes fairly and promptly.

Initiating a chargeback without first contacting us may result in the suspension of your account and may affect your ability to make future purchases. We reserve the right to dispute chargebacks that we believe are fraudulent or do not comply with our refund policy.

7. Damaged or Lost Shipments

If your order arrives damaged, please photograph the damage immediately and contact us within 48 hours of delivery. We will work with the shipping carrier to file a damage claim and will ship a replacement product at no additional cost to you.

If your order is confirmed lost by the carrier (tracking shows no movement for 10+ business days), please contact us and we will investigate with the carrier. If the shipment is confirmed lost, we will ship a replacement or issue a full refund at your preference.

8. Contact Us

For all return and refund inquiries, please contact our customer service team: