Returns & Refunds Policy

Effective Date: May 2026

At Peptagenics Labs, we are committed to providing high-quality research products and professional customer service. Due to the sensitive nature of our products, strict handling, storage, and safety protocols apply to all orders.

1. No Returns on Opened or Delivered Products

For safety, quality-control, contamination, and tampering-prevention reasons, we do not accept returns of any products once they have been delivered.

This policy applies to all products sold by Peptagenics Labs, including sealed, refrigerated, temperature-sensitive, and research-related items.

As these products cannot be resold or reverified once they leave our control, all sales are considered final upon successful delivery.

2. Incorrect, Damaged, or Missing Items

If you receive:

• the incorrect item,
• a damaged parcel,
• missing products, or
• a shipment that appears compromised during transit,

you must notify us within 24 hours of delivery by email and include:

• your order number,
• clear photographs of the packaging and products,
• and a description of the issue.

Claims submitted outside of this timeframe may not qualify for review.

Where a legitimate issue is confirmed, we may, at our discretion:

• replace the affected item,
• issue store credit,
• or provide another reasonable resolution.

3. Orders Cannot Be Cancelled After Processing

Once an order has been:

• packed,
• processed,
• prepared for dispatch,
• or shipped,

it cannot be cancelled or refunded.

This includes pre-orders, custom-packed orders, and special procurement items.

4. Courier & Delivery Responsibility

Customers are responsible for ensuring that:

• the shipping address provided is correct,
• someone is available to receive the parcel,
• and delivery details are accurate.

We are not responsible for:

• failed deliveries caused by incorrect addresses,
• unattended deliveries,
• delays caused by couriers,
• or parcels affected by circumstances outside our control.

5. Temperature-Sensitive & Storage-Sensitive Products

Certain products may require specific storage conditions before or after reconstitution. Once delivered, storage responsibility transfers to the customer.

We cannot accept returns or refund requests related to:

• improper storage,
• incorrect handling,
• misuse,
• or failure to follow product guidance.

6. Chargebacks & Payment Disputes

By placing an order with Peptagenics Labs, customers acknowledge and agree to this Returns & Refunds Policy prior to payment.

Initiating unjustified chargebacks or payment reversals after successful delivery, particularly where products have already been received, may constitute abuse of payment systems and may be formally disputed with supporting order, tracking, delivery, and communication records.

7. Consumer Protection Compliance

Nothing in this policy excludes any rights that may apply under applicable South African consumer protection laws where legally required.

However, due to the nature of these products and the inability to verify product integrity after delivery, returns and refunds may be restricted in accordance with health, safety, hygiene, and tampering considerations.

8. Contact Us

For order support, please contact:

Peptagenics Labs
South Africa
Email: admin@peptagenics.co.za
Website: www.peptagenics.co.za