Returns & Refunds
Our Returns Policy
Our Commitment to Fair Returns
At Axion Peptide Lab, customer satisfaction is important to us. Due to the nature of laboratory research products and the need to maintain product integrity, not all products are eligible for return.
Each return request is reviewed individually in accordance with this policy.
Return Eligibility
When Returns May Be Accepted
Returns may be considered where:
- The incorrect product was supplied.
- The item arrived damaged during transit.
- The order was incomplete.
- The wrong quantity was received.
- A verified fulfilment error occurred.
Customers must contact us before returning any item.
Non-Refundable Items
Items That Cannot Be Returned
For quality, safety and product integrity reasons, we generally cannot accept returns for:
- Opened products
- Used products
- Products with broken seals
- Improperly stored products
- Products damaged after delivery
- Custom or special-order items
- Products returned without prior authorization
Damaged or Incorrect Orders
If Something Isn’t Right
If your order arrives damaged or incorrect:
Step 1
Inspect your order immediately after delivery.
Step 2
Take clear photographs of:
- Outer packaging
- Shipping label
- Product packaging
- Damaged item(s)
Step 3
Contact our support team as soon as possible with your order number and supporting photographs.
Return Process
How to Request a Return
1. Contact Support
Submit your request with your order number.
↓
2. Review
Our team reviews your request.
↓
3. Return Authorization
If approved, return instructions are provided.
↓
4. Inspection
Returned products are inspected before a refund or replacement decision is made.
Refunds
Refund Processing
If a refund is approved:
- Refunds are issued using the original payment method where possible.
- Processing times vary depending on the payment provider.
- Shipping charges may not be refundable unless required by law or due to our error.
- Partial refunds may apply where appropriate.
Order Cancellations
Cancelling an Order
Orders may be cancelled before they enter processing or dispatch.
Once an order has been prepared for shipment or dispatched, cancellation may no longer be possible.
Please contact us immediately if you need to cancel your order.
Exchanges
Product Replacements
Where appropriate, we may offer a replacement instead of a refund if:
- The incorrect product was supplied.
- The product was damaged during shipping.
- A verified fulfilment error occurred.
Replacement decisions are made on a case-by-case basis.
Customer Responsibilities
Before Returning Products
Customers are responsible for:
- Following return instructions.
- Packaging products securely.
- Using an approved return service where requested.
- Retaining proof of postage when applicable.
- Ensuring returned items remain in the condition required for inspection.
Frequently Asked Questions
Can I return an opened product?
Generally, no. Opened or used products are not eligible for return due to quality and product integrity requirements.
How long do refunds take?
Approved refunds are processed as soon as reasonably possible. The time for funds to appear depends on your payment provider and financial institution.
Do I need authorization before returning an item?
Yes. Please contact our support team and wait for return instructions before sending any product.
Who pays return shipping?
Return shipping responsibilities depend on the reason for the return and will be confirmed during the review process.
Can I exchange a product?
Where appropriate, a replacement may be offered instead of a refund.