Effective 24 August 2026
This policy explains when an order can be cancelled, when it can be returned, and how refunds are handled.
Why returns are restricted
We sell research materials whose value depends on documented identity, purity, and storage from the moment they leave our facility. Once a vial has left our custody we cannot verify how it was stored or handled, so we cannot return it to inventory or sell it to anyone else. For that reason we do not accept returns of opened, used, or temperature-exposed material.
Cancellations
You can cancel an order for a full refund at any time before a shipping label has been created. Email scott@pnwpeptideslabs.com or text 509-280-7200 with your order number. Once a label exists the order is treated as shipped.
What we will refund or replace
Contact us within 48 hours of delivery, with photographs, if any of the following applies:
- The item is damaged or the vial is broken, compromised, or leaking on arrival.
- You received the wrong item or the wrong quantity.
- The lot delivered does not match the certificate of analysis supplied with it.
- The parcel is confirmed lost by the carrier.
In these cases we will replace the item or refund it, at your choice. We pay return shipping when the fault is ours, and we may ask you to return the item before the refund is issued.
What we will not refund
- Opened, used, reconstituted, or partly consumed material.
- Material stored outside the conditions stated on its product page.
- Orders where the outcome of the buyer’s own research did not meet expectations. Certificates of analysis state identity and purity at the time of testing. They do not warrant any result.
- Requests made more than 48 hours after delivery, other than a carrier loss claim.
- Refusal of delivery, or a parcel returned because the address supplied was wrong. Shipping is not refunded in those cases.
How to start a claim
Email scott@pnwpeptideslabs.com with your order number, what is wrong, and photographs of the item, the packaging, and the shipping label. Keep everything until the claim is closed. We acknowledge claims within one business day and aim to resolve them within five.
How refunds are paid
Approved refunds go back to the original payment method. Card refunds are issued within three business days of approval and typically appear on your statement within five to ten business days, depending on your bank. We do not issue cash refunds and we do not refund to a different card or account than the one used to pay.
Partial refunds
Where only part of an order is affected we refund the affected line items and any shipping attributable to them. If a refund takes the remaining order value below the $200.00 free shipping threshold, the $12.00 shipping charge may be deducted from the refund.
Chargebacks
If something is wrong, contact us first. We would rather fix it directly. Raising a chargeback before contacting us delays resolution for both sides, and we will supply the card issuer with the order record, the delivery confirmation, and the research use acknowledgment recorded at checkout.
Contact
Email scott@pnwpeptideslabs.com or text 509-280-7200. We respond within one business day, Monday through Friday.