Customer care policy
Refund & Returns Policy
Clear guidance for delivery-damage claims and order support for qualified business and research customers.
Policy basis
Returns and refunds
PeptaCo supplies research-use materials for qualified business and research customers. Because international shipping is costly and product condition after delivery can be affected by handling and storage outside our control, all sales are generally final.
We do not accept routine returns, exchanges, or refunds after an order has been delivered. This includes requests based on changes of mind, ordering errors, delayed use, or product condition that may result from handling, storage, reconstitution, or use after delivery.
We cannot issue a refund for products that may have been affected by customer-side storage conditions, handling, or any other circumstance after delivery that we cannot independently verify.
Delivery-day evidence
Shipping damage reported on the delivery date
If your parcel arrives with clear, visible shipping damage—such as a crushed or torn parcel, broken container, or water exposure—please record a continuous unpacking video on the day of delivery. The video should clearly show the unopened shipping label, the exterior condition of the parcel, the opening process, and the affected items.
Please contact us through our Contact Us page on the delivery date and include your order number, the unpacking video, and clear photos of the parcel and affected items. Claims submitted after the delivery date, or without the requested evidence, may not be eligible for review.
- 01
Record
Capture a continuous unpacking video on the day your order is delivered.
- 02
Submit
Send your order number, video, and clear photos through Contact Us on the delivery date.
- 03
Review
We assess the documented shipping damage and confirm eligibility for a future-order replacement.
Documented resolution
Resolution for verified shipping damage
After reviewing the evidence, PeptaCo may provide replacement product for the portion of an order that is verified as damaged and no longer saleable. Any approved replacement will be added to your next order; we do not send separate replacement shipments and do not provide standalone refunds for shipping-damage claims.
The replacement quantity and eligibility are determined by the documented impact of the verified shipping damage. We may request additional information where needed to assess a claim.
Product handling
Important notice
Customers are responsible for reviewing product information and ensuring appropriate handling and storage after delivery. All PeptaCo products are supplied for research use only and are not intended for human or veterinary use.
Case support
Contact
For questions about this policy or to submit a shipping-damage claim, please use our Contact Us page and include your order number.
Need order support?
Start with the details.
Share your order number and the relevant delivery evidence so our team can review your inquiry.