Our Commitment

Every peptide, reagent, and research compound we ship is tested to ≥98% purity via HPLC and Mass Spectrometry, backed by a third-party Certificate of Analysis, packaged with cold-chain protection where required, and guaranteed to leave our facility in perfect condition. If any of these standards fail, we will make it right — quickly and without hassle.

What Qualifies for a Refund or Replacement

Damaged in transit

• Broken vials, cracked ampoules, leaking containers
• Melted or heat-compromised cold-chain shipments
• Crushed packaging affecting product integrity

Report within 48 hours of delivery with clear photographs of the product, packaging, and shipping label. Keep all original packaging until the claim is resolved.

Wrong item shipped

If we ship the incorrect SKU, quantity, or variation, we will send the correct product free of charge and provide a prepaid return label. Report within 7 days.

Lost shipments

• Domestic: not delivered within 15 business days of ship date
• International: not delivered within 45 business days

Once the carrier confirms the shipment as lost, we will reship or refund.

Purity or quality defect

If you have independent third-party lab results (HPLC or MS) showing significant deviation from stated purity, we will refund or replace after review. Report within 30 days of delivery.

What Does Not Qualify

• Opened, used, or partially consumed products
• Products stored improperly by the customer
• Returns without an approved RMA
• Buyer's remorse or "changed my mind" orders
• Customs seizures, refusals, or destruction
• Delays caused by carriers, weather, holidays, or customs
• Delivery to an incorrect address supplied by the customer
• Products past their expected use date at the time of claim
• Promotional or free items
• Orders older than 30 days from delivery (unless purity issue)

Order Cancellations

• Cancel for a full refund BEFORE fulfillment (typically within 4 hours of placement)
• Once packed or shipped, orders cannot be cancelled
• Email sales@biolongevitylabstore.com immediately to request cancellation

How to Request a Refund or Replacement

Step 1 — Contact us

Email sales@biolongevitylabstore.com within the required window with your order number, the affected products, a description of the issue, photographs (damage/wrong item), and lab report (purity).

Step 2 — Review

Our team responds within 1–2 business days with a decision and next steps (RMA number, prepaid label if applicable, or refund confirmation).

Step 3 — Return (if required)

Ship the item back within 7 days of receiving the RMA. Unauthorized returns will be refused.

Refund Processing

• Credit/debit card: 5–10 business days to appear on your statement
• Bank transfer / e-check: 3–7 business days
• Cryptocurrency: refunded to the original wallet at current market rate (1–2 business days)
• Store credit (optional): issued immediately, no expiration

Original shipping charges are non-refundable unless the error was ours.

Replacements

• Replacement products ship at no additional cost via the fastest available method
• We do not require the damaged item to be returned in most cases
• Subject to product availability; substitution, backorder, or refund offered if out of stock

Chargebacks

Please contact us before filing a chargeback. Most issues resolve within 48 hours. Fraudulent or unjustified chargebacks may result in account termination, ban from future orders, and collection or legal action to recover disputed amounts and fees.

International Orders

• Buyers are responsible for all customs duties, VAT, and import fees
• We are not responsible for shipments seized, refused, or destroyed by customs
• Packages returned due to customs issues or incorrect address are refunded minus original shipping and a 15% restocking fee

Wholesale & Bulk Orders

• Same damage/wrong-item policies apply
• Purity disputes require documented third-party lab results
• Return shipping is coordinated case-by-case

Non-Delivery Due to Address Errors

If a package is returned because the address provided at checkout was incorrect, incomplete, or refused, we will contact you to arrange reshipment. You are responsible for reshipping cost. If you decline reshipment, we refund the product cost minus original shipping and a 15% restocking fee.

Policy Updates

We reserve the right to update this policy at any time. The "Effective Date" reflects the latest revision. Material changes will be announced via email or Site notice.

Contact

Start a refund, replacement, or cancellation request by emailing sales@biolongevitylabstore.com with subject line "Refund Request — Order #[your order number]." We respond within 1–2 business days, Monday through Friday.