Returns & Refund Policy

1. Research Products and Return Restrictions

ROX-PEPTIDE products are supplied strictly for laboratory and research use only. Due to the sensitive nature of research products and the need to protect product integrity, safety, traceability, and storage conditions, returns are subject to strict review.

2. Return Request Period

If you wish to request a return, you must contact ROX-PEPTIDE within seven calendar days after the delivery date shown by the shipping carrier.

Return requests submitted after this period may not be accepted unless the product arrived damaged, defective, incorrect, or applicable law provides otherwise.

3. Return Eligibility

To be considered for a return, the product must meet all of the following conditions:

• The return request was submitted within the applicable period.
• The product is unopened, unused, and in its original condition.
• The original seal, label, packaging, and protective materials remain intact.
• The product has been stored and handled according to the provided instructions.
• Valid proof of purchase from ROX-PEPTIDE is provided.
• The return has been approved by our support team before shipment.

Meeting these conditions does not automatically guarantee approval. Each request is reviewed according to the order circumstances and applicable law.

4. Non-Returnable Items

Unless otherwise required by applicable law, the following items are not eligible for return or refund:

• Opened, unsealed, used, or partially used products.
• Products with damaged, removed, or altered labels or seals.
• Products that have been improperly stored, handled, or transported.
• Temperature-sensitive products after successful delivery.
• Products returned without prior written approval.
• Clearance, promotional, complimentary, or final-sale products.
• Custom, special-order, or made-to-order products.
• Products purchased from an unauthorised third party.
• Orders refused because of customs charges, duties, or import restrictions.

5. Damaged Products

If your order arrives damaged, please contact us promptly after delivery. Keep the product, external parcel, shipping label, inner packaging, and all included materials until your claim has been reviewed.

We may request clear photographs or videos showing:

• The outside of the shipping parcel.
• The shipping label and tracking number.
• The internal packaging materials.
• The damaged product and product label.
• The condition of the seal, vial, container, or packaging.

Please do not discard any packaging before receiving further instructions from our support team.

6. Incorrect or Missing Items

Please inspect your order promptly after delivery. If you receive an incorrect item or an item is missing, contact us with your order number and clear photographs of the parcel and all items received.

Claims may be reviewed using order records, packing records, shipping weight, photographs, warehouse information, and other relevant evidence.

7. Product Quality Concerns

If you believe that a product has a quality issue, contact us with the product name, batch number, order number, description of the issue, and supporting photographs or documentation.

Do not use, alter, dispose of, or return the product until our support team has provided instructions. We may request additional information or independent testing documentation before determining an appropriate resolution.

8. How to Request a Return

Before returning any product, contact ROX-PEPTIDE and provide:

• Your full name.
• Your order number.
• The product name and quantity.
• The reason for the return request.
• Relevant photographs, videos, or supporting evidence.

If the return is approved, we will provide return instructions. Do not send products to any address without written approval. Unauthorised returns may be refused, discarded, or returned to the sender.

9. Return Shipping Costs

If a return is approved because ROX-PEPTIDE supplied an incorrect, damaged, or confirmed defective product, we will determine the appropriate return or replacement arrangement.

For approved returns that are not caused by an error by ROX-PEPTIDE, the customer is responsible for return shipping costs, insurance, tracking, customs charges, and any other related fees.

Original shipping charges are generally non-refundable unless the return results from an error by ROX-PEPTIDE or applicable law requires otherwise.

10. Return Packaging and Transit

Approved returns must be securely packaged to prevent damage during transit. We strongly recommend using a tracked and insured shipping method.

ROX-PEPTIDE is not responsible for returned products that are lost, delayed, damaged, exposed to unsuitable temperatures, or delivered to an incorrect address during return transit.

11. Inspection of Returned Products

All returned products are inspected after delivery to the approved return location. A return may be rejected if the product does not meet the stated eligibility conditions or differs from the information provided in the return request.

Inspection may include reviewing the seal, packaging, label, batch information, product condition, quantity, storage condition, and supporting records.

12. Refund Processing

If a return is approved after inspection, the eligible refund will generally be issued to the original payment method where possible.

Processing times may vary depending on the payment provider, bank, transaction method, and destination country. After a refund has been issued, additional time may be required before it appears in your account.

Shipping charges, customs duties, taxes, payment-processing fees, return costs, and other non-recoverable charges may be excluded from the refund where permitted by law.

13. Partial Refunds

A partial refund may be offered where appropriate, including when an approved return has missing packaging, missing accessories, reduced value, or non-recoverable charges.

Any deduction will be based on the condition of the returned product, the circumstances of the return, and applicable legal requirements.

14. Replacements

Where an item is confirmed to be damaged, defective, missing, or incorrect, ROX-PEPTIDE may offer a replacement instead of a refund, subject to product availability and the circumstances of the claim.

Replacement eligibility is determined after reviewing the information and evidence provided by the customer.

15. Order Cancellations

Contact us as soon as possible if you need to cancel an order. We will attempt to assist, but cancellation cannot be guaranteed after payment verification, processing, packing, fulfilment, or dispatch has begun.

Once an order has been shipped, it cannot normally be cancelled and will be subject to this Returns & Refund Policy.

16. Address Errors and Failed Delivery

Refunds are not guaranteed for orders that are delayed, lost, returned, or undeliverable because the customer provided an incorrect or incomplete address, failed to collect the parcel, refused delivery, or did not respond to the carrier.

If a parcel is returned to the sender, any eligible refund may be reduced by original shipping charges, return shipping charges, customs fees, handling costs, or other non-recoverable expenses.

17. Customs and Import Restrictions

Customers are responsible for checking whether products may be legally imported, received, possessed, and used in their destination country or region.

Unless otherwise required by applicable law, refunds are not guaranteed for shipments delayed, rejected, held, returned, destroyed, or seized by customs authorities because of local restrictions, missing customer documentation, unpaid duties, or refusal to complete import procedures.

18. Delivery Delays

Estimated delivery dates are not guaranteed. A delay alone does not automatically qualify an order for a refund while the shipment remains in transit or is undergoing customs processing.

If a carrier officially confirms that a parcel has been lost, we will review the order and determine the appropriate resolution.

19. Payment Disputes and Chargebacks

Customers should contact ROX-PEPTIDE before initiating a payment dispute or chargeback so that we have an opportunity to review and resolve the issue.

Fraudulent, abusive, or duplicate claims may result in order cancellation, account restriction, refusal of future service, or the submission of relevant order and delivery evidence to the payment provider.

20. Mandatory Consumer Rights

21. Policy Updates

ROX-PEPTIDE may update this Returns & Refund Policy to reflect changes in our products, fulfilment procedures, payment services, shipping arrangements, or legal obligations.

The version displayed on this page when your order is placed generally applies to that order, unless applicable law requires otherwise.