Return and Refund Policy
Last Updated: March 2026
NXPeptides is committed to providing high-quality research peptides and reliable service. We understand that issues occasionally arise with orders, and we aim to resolve them fairly and efficiently. Please read this policy carefully before initiating a return or refund request.
1. Return Eligibility Window
We accept returns for eligible items within 30 days of the confirmed delivery date. Requests submitted after this window will not be accepted except in cases of documented carrier delay or other exceptional circumstances at our sole discretion.
2. Conditions for Return
To be eligible for a return, products must meet all of the following conditions:
- The product is unopened and in its original sealed packaging with the manufacturer’s seal fully intact.
- The product has been stored correctly from the time of delivery (see our Peptide Storage Guide for guidance).
- The product has not been reconstituted, dissolved, or otherwise altered in any way.
- The product is not a custom synthesis order or special-order item.
- A valid order number and proof of purchase are provided with the return request.
3. Temperature-Sensitive and Perishable Items
Many of our products are lyophilized (freeze-dried) peptides that are temperature-sensitive. The following conditions apply specifically to these items:
- Temperature-sensitive products that have been signed for upon delivery are considered accepted in appropriate condition unless a documented cold-chain failure is reported to us within 48 hours of delivery.
- If you suspect your order arrived in a compromised condition due to carrier mishandling (e.g., left in extreme heat), you must photograph the packaging and delivery state immediately and contact us at support@nxpeptides.com within 48 hours.
- Claims of temperature compromise reported after 48 hours of delivery may not be accepted.
4. Damaged or Defective Products
If you receive a product that is damaged, defective, or does not match your order, we will resolve the issue at no cost to you. To initiate a claim:
- Email support@nxpeptides.com within 7 days of delivery with the subject line: “Damaged/Defective Item – [Your Order Number].”
- Include clear photographs of the damaged or defective item and the original packaging.
- Include your order number and a brief description of the issue.
Upon verification, we will offer a replacement shipment, store credit, or a full refund at your preference. Return shipping of damaged items may be requested at our expense for verification purposes.
5. Incorrect Items
If we shipped you the wrong product, we sincerely apologize. Contact us at support@nxpeptides.com within 7 days of delivery with your order number and a description of what you received versus what you ordered. We will arrange return shipping at our cost and dispatch the correct item or process a full refund.
6. Non-Returnable Items
The following items are not eligible for return under any circumstances:
- Opened or reconstituted products: Any product whose packaging has been opened, whose seal has been broken, or that has been dissolved, reconstituted, or otherwise prepared for use cannot be returned due to the nature of research biochemicals.
- Custom synthesis orders: Products synthesized to a custom sequence, modification, or specification are manufactured specifically for your order and are not eligible for return.
- Products returned without prior authorization: Any return sent without a Return Merchandise Authorization (RMA) number will be refused and returned to sender.
- Products not purchased directly from NXPeptides: We cannot accept returns for products purchased through unauthorized third-party resellers.
- Products outside the 30-day window: As noted above, except in documented exceptional circumstances.
7. How to Initiate a Return
To begin the return process, follow these steps:
- Step 1: Email support@nxpeptides.com with the subject line “Return Request – [Your Order Number].”
- Step 2: Include your order number, the product name and quantity you wish to return, and the reason for the return.
- Step 3: Our team will review your request and, if approved, issue a Return Merchandise Authorization (RMA) number and return shipping instructions within 3 business days.
- Step 4: Package the item securely in its original packaging, include the RMA number clearly on the outside of the parcel, and ship it using a trackable method.
- Step 5: Share the tracking number with us so we can monitor the return.
Do not ship items back without an RMA number. Unauthorized returns will not be processed.
8. Return Shipping Costs
- Defective, damaged, or incorrect items: NXPeptides covers all return shipping costs.
- Change of mind or buyer error: The customer is responsible for return shipping costs. We recommend using a tracked and insured service, as we cannot be held responsible for items lost in return transit.
- Original shipping charges are non-refundable except in cases of our error or a defective product.
9. Refund Timeline and Method
Once we receive and inspect your return:
- We will notify you by email of the outcome of your return inspection.
- Approved refunds are processed within 5 business days of the returned item being received and verified.
- Refunds are issued to the original payment method used at checkout.
- Depending on your payment provider, it may take an additional 3 to 10 business days for the credit to appear on your statement.
- If you paid by bank transfer, refunds will be made to the originating account. Please ensure your bank details are correct when submitting your return request.
10. Exchange Policy
We do not offer direct product exchanges at this time. If you wish to exchange an eligible item, please initiate a return as described above and place a new order for the desired product. This ensures prompt delivery without waiting for the return to be processed.
11. Research Use Disclaimer
All products sold by NXPeptides are supplied strictly for research purposes only. They are not intended for human consumption, veterinary use, or any other use outside of legitimate laboratory research. By purchasing from us, you confirm that products will be used in compliance with our Terms of Service. Returns do not alter, limit, or remove the purchaser’s responsibility for the lawful use of all products.
12. Questions and Support
Our support team is available to assist you with any questions regarding returns, refunds, or order issues:
- Email: support@nxpeptides.com
- Response time: Within 2 business days
We value your business and are committed to ensuring your experience with NXPeptides is as smooth as possible.
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