Policies
What can be returned, in what condition, and how to start the process. For how money is returned to you, see the refund policy.
We will accept a return, or arrange a replacement, in the following circumstances:
Damage, shortages and incorrect items must be reported within [X] days of delivery. We ask for this window because condition claims become impossible to assess once material has been stored elsewhere for an extended period.
Contact us within the window. Email fluxpeptides@gmail.com with your order number, the item concerned and a short description of the issue.
Send photographs. For damage or incorrect items, include clear photographs of the vial, its label and the outer packaging as received.
Wait for authorisation. We respond within [X] business days. Do not ship anything back before you have a return authorisation, as unauthorised returns cannot be processed.
Return or dispose as instructed. In some cases we will ask you to safely dispose of the material rather than return it, and will confirm this in writing.
Where the return is due to our error, a damaged item or a batch below specification, we cover return shipping and provide a prepaid label. Where a return is authorised for any other reason, return shipping is at your expense and the original shipping charge is not refunded.
Authorised returns must arrive with the vial seal intact, the original labelling legible and the batch identifier readable. We cannot accept material whose batch cannot be identified, because we cannot verify what was supplied.
We inspect returned material on arrival and confirm the outcome by email within [X] business days. Where a refund is due, it is issued under the refund policy. Where a replacement is due, it ships at no charge under the standard shipping timescales.
Questions about a return: fluxpeptides@gmail.com, or use the contact page. Returns are also governed by our terms of service.
Most returns are settled in a single exchange when the first message contains enough to assess the claim. Most delays come from missing evidence rather than disagreement about the outcome.
We may ask for an additional photograph, or occasionally for the item to come back for inspection. If the packaging has already been discarded we can usually still resolve the claim, but it narrows the options and can slow the decision. Holding onto it for the few days a claim takes costs nothing and keeps every route open.
For a compromised vial, shipping it back often makes little sense. The return costs more than the item, and material whose condition is already in question has no onward use. In those cases we will confirm in writing that you should dispose of it safely rather than return it, and we will process the outcome on that basis.
Dispose of research materials according to your institution's waste procedures and any applicable local rules. Do not put vials in general household waste, and do not pour reconstituted material down a drain.
Where a claim is approved you can normally choose a replacement or a refund. A replacement ships at no charge on the standard shipping timescales and, where stock allows, from a different batch to the one that caused the issue. A refund is issued under the refund policy. If you need the material for time-sensitive work, say so and we will tell you honestly which route is faster given current stock.
