Return Policy

You may request a return of any unused, unopened, sealed research kit within 60 calendar days from the date you received the parcel. The 60-day clock starts the day the carrier marks the order as delivered.

Returns initiated after 60 days are not accepted. Returns initiated within the window but where the goods are received by our warehouse after day 90 are also rejected.

To qualify for a return, every kit you send back must be:

• Still in its original outer packaging, undamaged.
• Sealed — the foil/tamper seal on individual vials must be intact.
• Unopened, unused, and not reconstituted (no water or solvent added).
• Stored under correct conditions since delivery (cool, dry, away from direct light, 2–8 °C for lyophilised vials).
• Returned in the original packaging with the manufacturer's seal intact.

The following are explicitly excluded from the return window:

• Vials whose tamper seal has been broken, even if the contents were not used.
• Reconstituted kits — once water or solvent has been added, the kit cannot be returned for hygiene and sterility reasons.
• Kits where the outer packaging shows signs of damage, moisture, heat exposure, or tampering.
• Bundle promotions such as the free BAC water kit — these must stay with the qualifying order if you keep any part of it.
• Custom-blend orders or special-request dosages produced specifically for you.
• Orders flagged as fraudulent, chargeback-disputed, or shipped to a known re-export region.

Email healthpepslab@proton.me with:

• Your order number (starts with №)
• The compound + dosage + quantity you want to return
• A short reason (helps us improve — not used to deny returns)
• Photos of the unopened outer packaging and the vial seals

We respond within one business day (Mon–Fri) with a Return Merchandise Authorization (RMA) number and the EU warehouse return address. Please do not ship anything back before you have an RMA — unauthorised returns are rejected at the door.

Return shipping is paid by the buyer, unless the return is the result of our error (wrong item shipped, broken on arrival, mis-labelled). In that case we cover return postage and send a prepaid label.

We strongly recommend a tracked, insured shipping method. We are not liable for parcels lost or damaged in transit back to us. Keep the tracking number until your refund is processed.

Once we receive the parcel we inspect the kits within 3 business days. Each vial is checked for seal integrity, packaging condition, and storage indicators. We will email you with the outcome on the same day the inspection completes.

If any part of the return is rejected (e.g. one of three kits has a broken seal), we accept the part that qualifies and return the rest to you at your cost. We do not destroy returned product without your explicit instruction.

Approved refunds are issued in SOL (Solana) to the wallet that originally paid the order. We use the EUR/SOL rate at the time the refund is processed — not the rate at the time of purchase — so the SOL amount you receive may differ from the SOL amount you originally paid.

Refunds are sent within 5 business days of the inspection passing. SOL on-chain settlement is typically <30 seconds after we hit send.

Original shipping fees (currently free) are non-refundable. Bundle items kept beyond the qualifying threshold may be deducted from the refund.

If your parcel arrives damaged, leaking, missing items, or contains the wrong compound or dosage, email us within 48 hours of delivery with photos. This is a separate process from a normal return — we ship a free replacement (or refund) without asking you to send the damaged goods back.

Reports made after the 48-hour window are handled under the standard return policy, which requires the goods to come back before a refund is issued.

Parcels you refuse at delivery, or where you fail to collect from the local pickup point within the carrier's holding window, are returned to our warehouse. We treat these as a standard return — the buyer pays the return leg, and the refund is issued once we receive and inspect the package.

EU consumers (B2C) have a statutory 14-day right of withdrawal under Art. 246a EGBGB / Directive 2011/83/EU, in addition to this 60-day commercial return window. Our 60-day policy is more generous and applies in parallel; the statutory 14-day right is not waived.

The right of withdrawal does not apply to custom-blend / made-to-order kits (Art. 246a § 1 Abs. 3 Nr. 1 EGBGB).

Any return-related question: healthpepslab@proton.me

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