Research use only. NovaPep supplies research-grade peptides for laboratory and in-vitro work only, not for human or veterinary use. By continuing you confirm you are 18 or older and ordering for research.

HPLC-tested research peptides. For laboratory use only.Batch COA on every lotDispatched same day before 3pm cut-off
Cart 0

Refund Policy: Returns and Claims on Research Peptide Orders

When we ship the wrong item, a vial gets broken in transit, or a parcel disappears, we put it right with either a replacement or a refund. We are not able to accept the return of sound products simply because a buyer has changed their mind. Here is exactly where that boundary falls and how to make a claim.

Shop Knowing Why Change of Mind Returns Are Not Accepted

After a vial leaves us, we cannot tell how it has been kept, whether it baked in a hot letterbox, or whether someone has interfered with the seal. Restocking a returned vial would mean selling the next researcher something with an unknown history. For that reason, once an order has been dispatched, items that are not faulty cannot be sent back for a change of mind refund. If you would like to stop an order, see the cancellation section further down.

Order With Cover for Replacements and Refunds

Get in touch and we will fix the problem in any of these situations.

  • The parcel contains a different product or size from the one you ordered.
  • A vial arrives cracked or leaking, or with a broken seal.
  • Australia Post loses the parcel.
  • The product does not match the certificate of analysis for the lot printed on its label.

The choice between a replacement and a refund is yours.

Buy With Confidence and Claim Within 7 Days

We need to receive your claim within 7 days of delivery. Where a parcel never arrived, those 7 days are counted from the expected delivery date instead. Here is what to do.

  1. Email order@novapepaus.com and put your order number in the subject line.
  2. Name the affected product and copy the lot number from its vial label.
  3. Attach clear photos showing the outer box, the inner packing and the vial.
  4. Keep the product and every piece of packaging until we confirm the outcome, as we may ask you to return the item.

Every claim receives a reply from us within two business days. Photos taken on the delivery day speed things up considerably, so open your parcels promptly.

Check the Certificate First for Purity Questions

When your concern is quality rather than damage, compare your vial's lot number with the matching report in our COA library before you email. Our guide to reading a certificate of analysis explains each figure, and quoting both numbers in your message saves an extra exchange.

Order Cancellations Before Dispatch

You can cancel an order for a full refund at any time before it is posted. Orders paid before 3pm on a business day are usually sent that same afternoon, so the window may be brief, and you should email us as soon as you decide. After the parcel is with the carrier, cancellation is no longer possible.

Shop With Clear Refund Payment Timing

Because we do not accept card payments, refunds are paid by bank transfer to the account that made the payment. Approved refunds are usually processed within five business days of approval. Your bank may take a few more days to show the funds.

Buy Under the Protection of the Australian Consumer Law

Our goods come with consumer guarantees under the Australian Consumer Law that cannot be excluded. For a major failure, you are entitled to a replacement or a refund, along with compensation for any other reasonably foreseeable loss or damage. If goods are not of acceptable quality but the failure is not a major one, you are entitled to a repair or a replacement. This policy operates alongside those rights and does not limit them.

For shipping costs and timeframes, see the delivery information page.