Return & replacement policy
Our rigorous quality control and biosafety standards dictate clear parameters for product returns, replacements, and claims.
- Damaged vial upon arrival (photo proof required)
- Incorrect compound or concentration delivered
- Broken lyophilized seal before opening
- HPLC purity deviation below 99% certified threshold
- Package lost in transit confirmed by DHL tracking
- Reconstituted or mixed peptide solutions
- Opened, unsealed, or tampered vials
- Improper storage after delivery (exposure to heat/light)
- General claims after 14 days or transport damage claims after 48 hours of delivery
- Items purchased during clearance or custom synthesis
Biosafety & research-use protocol
EU lab regulatory standardAll peptides supplied by Nova PeptiLabs are strictly synthesized for in vitro laboratory research only. Due to biosafety regulations, returned biochemicals cannot be restocked or resold once they leave our controlled fulfillment chain.
Compounds cannot be accepted back if original vacuum seals or packaging integrity have been compromised.
Every batch comes with a verifiable HPLC & Mass Spectrometry certificate. If test results fail to match batch specifications, replacement is guaranteed.
DHL Express fast delivery
Delivery to the Netherlands, Belgium and Germany within 48–72 hours, in temperature-controlled packaging.
Refund process & inspection timeline
Every research batch returned to Nova PeptiLabs follows a strict analytical chain of custody. Review our step-by-step verification milestones and turnaround estimates below.
RMA issued
Upon submitting your return request via our support desk, our compliance desk evaluates batch numbers and generates your Return Merchandise Authorization (RMA) with DHL pickup documentation.
Lab intake & seal audit
Returned research vials arrive at our temperature-controlled facility. Technicians inspect outer tamper-evident seals, cold-chain transport logging, and lot authenticity against the original COA.
Refund determination
Inspection logs are finalized. If temperature excursions or integrity compromises occurred in transit, a full refund authorization or replacement batch dispatch is confirmed immediately.
Financial settlement
Funds are released directly to your original payment method (SEPA, debit/credit, or crypto wallet). You receive automated payout receipts and banking reference IDs.
100% waiver of standard restocking fees applies if vials arrive damaged, failed seal audits, or experienced transit temperature violations verified via telemetry.
Opt for instantaneous store credit instead of a bank wire and receive an extra 10% research allowance added directly to your account wallet balance.
Vials with breached vacuum stoppers or reconstituted peptides cannot be refunded due to EU biosafety containment regulations.
Damaged or missing item resolution
If your parcel arrives damaged or items are missing, submit a formal claim below. All transit claims undergo rapid review by our logistics compliance team.
1. File notice within 48 hours
Strict windowSubmit photographic evidence of damaged items or outer carton damage within 48h of recorded delivery.
2. Batch & cold-chain audit
Our QA lab cross-references the lot number against transit monitoring logs and retain samples.
3. Immediate reshipment
ExpressApproved damaged transit claims receive complimentary priority express reshipment within 24h.
Required photo evidence
Please retain all original shipping materials until your claim is formally resolved.
- Clear photograph of outer packaging and shipping label
- Photo of intact vial crimp seals and lot code stamp
- Visible damage or breakage within protective blister
- Temperature indicator card condition upon delivery
Standard returns & inquiry protocol
Due to strict temperature control and research reagent integrity protocols, opened vials cannot be returned. For non-transit return inquiries, contact our dispatch office.