The short version

Cancel any time before dispatch for a full refund. If we get your order wrong, or it arrives damaged or short, or the carrier loses it, we replace it or refund it in full — including shipping. What we cannot do is take back research material that has left our control, because once a vial is out of our custody we can no longer vouch for how it was stored.

Cancelling before dispatch

You may cancel all or part of an order at any point before it is dispatched. Email support@humanpeptidebiolabs.com with your order number. If you have already paid, we refund the full amount, including any shipping charged, with no cancellation fee.

Returns after dispatch

We do not accept returns of research materials once they have been dispatched. These are temperature- and handling-sensitive laboratory reagents. Once a vial has left our custody we cannot verify how it was stored or handled, so we cannot return it to sellable stock or supply it to another researcher. This restriction exists for integrity reasons, not commercial ones, and it applies whether or not the vial has been opened.

This does not limit the remedies below, which cover every case where the problem is ours or the carrier’s.

When we replace or refund

We will replace the affected items at no charge, or refund them in full including their share of shipping — your choice — in each of these cases:

• Wrong item, wrong strength, or wrong quantity. Anything that does not match your confirmed order.
• Damaged in transit. Broken, cracked, or compromised vials or seals.
• Short shipment. Fewer vials than the pack quantity you were invoiced for.
• Lost by the carrier. A parcel that never arrives.
• Materially out of specification. Where the analysis for the lot you received does not match what we published or supplied for it.

How long you have to tell us

• Damaged, incorrect, or short: within 7 calendar days of delivery. Please include photographs of the outer parcel, the packing, and the vials.
• Not delivered: within 30 days of dispatch, so the claim lands inside the carrier’s own filing window.

We ask you to keep the packaging until the claim is settled. Reports outside these windows will still be reviewed, but we may be unable to recover from the carrier and our options narrow accordingly.

What is not eligible

• Change of mind, or ordering the wrong item, after dispatch. Contact us anyway — we may be able to offer credit against a future order at our discretion, but we are not obliged to.
• Deliveries refused at the door, or returned because the address supplied was incorrect or incomplete. See the shipping policy.
• Material degraded by storage after delivery. Responsibility for correct storage passes to you on delivery.
• Any claim based on the material’s performance in a human or veterinary application. These products are supplied for in-vitro laboratory research only, and no other use is authorised or supported.

How to start a claim

1. Email support@humanpeptidebiolabs.com with your order number, the items affected, and photographs where relevant.
2. We acknowledge within one business day and tell you what, if anything, we need next.
3. Approved claims are resolved within 5 business days of approval — either a replacement is dispatched or the refund is issued.

Do not send anything back before you have a return authorization from us in writing. Unauthorised returns cannot be received or credited.

Refund method and timing

Refunds go back by the same route the payment came in, to the account, handle, or wallet the payment was sent from — never to a different destination. Once card acceptance is active, card payments will be refunded to the original card.

We issue refunds within 5 business days of approving a claim. How quickly the money appears then depends on your bank or network — typically one to three business days for a transfer, and up to a full statement cycle for a card.

Before you dispute a charge

Please contact us first. A dispute is almost always a delivery or expectation problem we could have fixed the same day. Email support@humanpeptidebiolabs.com or call (949) 734-9404 during Monday to Friday, 9:00am – 5:00pm Pacific and give us the chance to put it right.

Contact

Human Peptide BioLabs customer service: support@humanpeptidebiolabs.com, (949) 734-9404. Business address: 4091 Riverside Dr. Suite 218, Chino, CA 91710.