Refund, Return & Cancellation Policy
Phoenix Peptide Labs | Effective Date: April 15, 2026 | Last Updated: April 15, 2026
This Refund, Return & Cancellation Policy (this “Policy”) governs all purchases made through www.phoenixpeptidelabs.com (the “Site”), operated by Phoenix Peptide Labs (“we,” “us,” or “our”). By placing an order on the Site, you (“Customer,” “you,” or “your”) acknowledge that you have read, understood, and agree to be bound by this Policy in its entirety. This Policy is incorporated into and forms part of our Terms and Conditions of Sale.
1. Nature of Products & All Sales Final Policy
Phoenix Peptide Labs supplies high-purity, research-grade peptides and related materials intended exclusively for in vitro laboratory research, forensic analysis, and other qualifying non-human, non-veterinary scientific purposes. Our products are not intended for human or animal consumption, diagnostic use, or therapeutic application.
Due to the sensitive, temperature-controlled, and sterility-dependent nature of our products, all sales are final. We do not accept general returns, offer refunds for change of mind, or provide exchanges based on customer preference. Once a product leaves our controlled chain of custody, we cannot verify that it has been stored, handled, or maintained under the conditions necessary to preserve its integrity, purity, and sterility. Accepting returned products would compromise our quality assurance standards and potentially endanger the integrity of materials supplied to other customers.
This Policy applies equally to all customers, including but not limited to individual researchers, academic institutions, laboratories, and commercial entities.
2. Pre-Purchase Customer Responsibilities
We strongly encourage all customers to carefully verify the following before completing any purchase:
- Product Selection: Confirm that the peptide name, sequence, molecular weight, and catalog number match your research requirements.
- Quantity: Verify that the quantity and vial size ordered are correct for your intended research application.
- Shipping Address: Ensure that the delivery address is accurate and that a responsible party is available to receive and properly store the shipment upon arrival.
- Regulatory Compliance: Confirm that the products you are ordering are permitted for import, possession, and use under the laws and regulations of your jurisdiction.
- Product Specifications: Review all product descriptions, Certificates of Analysis (COAs), purity data, and technical specifications available on the product listing page.
Our customer support team is available before purchase to answer questions about product specifications, compatibility, and suitability for your research needs. We are committed to helping you make informed purchasing decisions before you place your order.
3. Order Cancellation
3.1 Before Shipment
If you wish to cancel an order, you must contact us by email at support@phoenixpeptidelabs.com as soon as possible after placing your order. We will make commercially reasonable efforts to accommodate cancellation requests received before the order has been processed and shipped. If cancellation is approved prior to shipment, we will issue a full refund to the original payment method within seven (7) to ten (10) business days.
3.2 After Shipment
Once an order has shipped and a tracking number has been generated, the order cannot be canceled. The All Sales Final policy described in Section 1 applies to all shipped orders without exception.
4. Exceptions: When We Will Issue a Refund or Replacement
While all sales are final as a general rule, Phoenix Peptide Labs stands behind the quality and accuracy of every product we ship. We will issue a full refund or replacement, at our sole discretion, under the following limited circumstances:
4.1 Incorrect Item Shipped
If we shipped a product that does not match the item listed on your order confirmation (wrong peptide, wrong catalog number, wrong quantity, or wrong formulation), we will provide either a full refund or a replacement shipment of the correct item at no additional cost to you.
4.2 Product Identity Verification Failure
If an independent, accredited third-party analytical testing laboratory confirms through documented testing (including but not limited to HPLC, mass spectrometry, or amino acid analysis) that a product received does not match the identity stated on its label or Certificate of Analysis, we will provide either a full refund or a replacement shipment at no additional cost to you.
To qualify under this exception, the following conditions must be met:
- The testing must be performed by an independent, accredited laboratory (not the customer’s own internal facility, unless it holds ISO 17025 or equivalent accreditation).
- The customer must provide a complete copy of the laboratory’s analytical report, including the testing methodology, results, the laboratory’s name and accreditation information, and the date of analysis.
- The analytical report must reference the specific product lot number and Phoenix Peptide Labs catalog number from the order.
- The claim must be submitted within thirty (30) calendar days of the delivery date.
- The product must have been stored in accordance with the storage conditions specified on the product label or COA (e.g., temperature, light protection, desiccation).
Phoenix Peptide Labs reserves the right to request the return of the product in question for independent verification at our expense, and to have the claim reviewed by our internal quality assurance team before issuing a refund or replacement.
4.3 Damaged in Transit
If your order arrives with visible damage to the outer or inner packaging that may have compromised product integrity (e.g., broken vials, compromised seals, evidence of temperature excursion), you must:
- Document the damage with clear photographs of the outer shipping container, inner packaging materials, product vials, and all labels.
- Contact us at support@phoenixpeptidelabs.com within forty-eight (48) hours of confirmed delivery, attaching the photographs and your order number.
- Retain all packaging materials and damaged products until the claim is resolved.
Upon verification, we will issue a replacement shipment at no additional cost. Refunds for transit damage will be issued at our sole discretion if replacement inventory is unavailable.
5. Non-Refundable Circumstances
To maintain clarity for our customers and our payment processing partners, the following circumstances are expressly excluded from any refund, return, exchange, or credit eligibility:
- Change of mind, buyer’s remorse, or duplicate ordering
- Incorrect product selection by the customer
- Products that have been opened, reconstituted, used, or tampered with (unless subject to a qualifying identity verification claim under Section 4.2)
- Products that have been improperly stored after delivery (e.g., failure to refrigerate temperature-sensitive products)
- Claimed dissatisfaction with experimental or research results
- Failure to receive a package due to an incorrect address provided by the customer
- Packages marked as delivered by the carrier but claimed as not received (see Section 8)
- Orders placed in violation of applicable laws or regulations
- Shipping fees, handling charges, and expedited shipping surcharges (non-refundable under all circumstances)
- International orders subject to customs seizure, duties, or import restrictions
6. How to Submit a Claim
All refund, replacement, or damage claims must be submitted in writing to:
Email: support@phoenixpeptidelabs.com
Subject Line: Claim – Order #[Your Order Number]
Your claim submission must include:
- Your full name and the email address associated with your order.
- Your order number and the date of purchase.
- A clear description of the issue (incorrect item, identity verification failure, or transit damage).
- Supporting documentation, including photographs, laboratory reports, or other evidence as applicable.
- The lot number from the product label or COA, if available.
Claim Deadlines:
- Incorrect item or transit damage: Forty-eight (48) hours from confirmed delivery.
- Product identity verification failure: Thirty (30) calendar days from the delivery date.
We will acknowledge receipt of your claim within two (2) business days and will make commercially reasonable efforts to resolve all valid claims within ten (10) business days of receiving complete documentation.
7. Refund Processing
Approved refunds will be credited to the original payment method used at the time of purchase. Phoenix Peptide Labs does not issue refunds in cash, by check, via wire transfer, or in cryptocurrency, regardless of the original payment method. Refund processing times are as follows:
- Credit or debit card: Seven (7) to ten (10) business days from approval, depending on your card issuer.
- ACH / eCheck: Five (5) to seven (7) business days from approval.
- Other payment methods: Timeframes will be communicated at the time of claim approval.
Partial refunds may be issued at our discretion where only a portion of an order is affected by a qualifying claim. We reserve the right to offer store credit in lieu of a monetary refund at the customer’s option.
8. Shipping, Risk of Loss & Delivery
All orders are shipped with tracking numbers provided to the customer via email. Risk of loss and title to all products transfers to the customer at the time the shipment is tendered to the carrier. Phoenix Peptide Labs is not responsible for delays, losses, or damage caused by the shipping carrier after the package has been accepted by the carrier for delivery.
If a package is confirmed as lost in transit (the carrier confirms non-delivery and the package is not recovered within a reasonable timeframe), we will, at our sole discretion, either reship the order at no additional cost or issue a full refund after completing a carrier investigation.
If a package is marked as delivered by the carrier and the customer claims it was not received, the customer must file a claim directly with the shipping carrier. Phoenix Peptide Labs will provide reasonable assistance in this process, but is not obligated to issue a refund or replacement for packages the carrier confirms as delivered.
9. Chargebacks & Disputed Transactions
We are committed to resolving any legitimate order issue directly with our customers through the claims process described in Section 6. We ask that you contact us before initiating a chargeback or payment dispute with your bank or card issuer. We maintain comprehensive transaction records, including order confirmations, shipping documentation, delivery confirmations, product photographs, and signed copies of this Policy, and will submit all relevant evidence to contest any chargeback we believe to be unwarranted.
Initiating a chargeback without first attempting to resolve the issue directly with Phoenix Peptide Labs may result in the suspension of your account and the inability to place future orders. Fraudulent chargebacks (i.e., chargebacks filed despite receiving the correct product in acceptable condition) may be reported to the appropriate fraud prevention databases and, where applicable, referred to law enforcement.
10. International Orders
Customers placing international orders are solely responsible for understanding and complying with all import regulations, customs duties, taxes, and restrictions applicable in their country or jurisdiction. Phoenix Peptide Labs is not responsible for any products seized, held, or destroyed by customs authorities and will not issue refunds for orders affected by customs enforcement actions. Any duties, taxes, or brokerage fees assessed on international shipments are the sole responsibility of the customer.
11. Product Quality Assurance
Every product shipped by Phoenix Peptide Labs is accompanied by a Certificate of Analysis (COA) documenting purity, identity, and quality testing results. All products are manufactured, handled, and shipped under strict quality control procedures, including:
- Third-party analytical testing (HPLC, mass spectrometry) for identity and purity verification.
- Sterility-tested packaging and tamper-evident seals.
- Temperature-controlled storage and cold-chain shipping where required.
- Photographic documentation of each order prior to dispatch.
- Lot-level traceability for all products.
These measures allow us to confidently stand behind every product we ship and to thoroughly investigate any claim of product discrepancy.
12. Limitation of Liability
To the maximum extent permitted by applicable law, Phoenix Peptide Labs’ total liability arising from any claim related to a product purchased through the Site shall not exceed the purchase price paid by the customer for the specific product(s) at issue. In no event shall Phoenix Peptide Labs be liable for any indirect, incidental, special, consequential, or punitive damages, including but not limited to loss of research data, loss of profits, cost of procurement of substitute products, or interruption of research activities, regardless of the cause of action or the theory of liability
13. Governing Law & Dispute Resolution
This Policy shall be governed by and construed in accordance with the laws of the State of [Insert State], without regard to its conflict of law principles. Any dispute arising out of or relating to this Policy or any purchase made through the Site that cannot be resolved through direct communication shall be resolved through binding arbitration administered by the American Arbitration Association in accordance with its Commercial Arbitration Rules. The arbitration shall take place in [Insert City, State], and the arbitrator’s decision shall be final and binding.
14. Modifications to This Policy
Phoenix Peptide Labs reserves the right to modify, update, or replace this Policy at any time. Changes will be posted on this page with an updated “Last Updated” date. It is the customer’s responsibility to review this Policy periodically. Continued use of the Site or placement of orders after modifications constitutes acceptance of the revised Policy. The version of this Policy in effect at the time of your order governs that transaction.
15. Severability
If any provision of this Policy is found to be unenforceable or invalid by a court of competent jurisdiction, that provision shall be enforced to the maximum extent permissible, and the remaining provisions of this Policy shall remain in full force and effect.
16. Contact Information
For questions about this Policy, pre-purchase inquiries, or to submit a claim, please contact us:
Phoenix Peptide Labs
Email: support@phoenixpeptidelabs.com
Website: www.phoenixpeptidelabs.com
Customer support is available Monday through Friday, 9:00 AM to 5:00 PM [Insert Time Zone], excluding federal holidays. We strive to respond to all inquiries within one (1) business day.
By placing an order on www.phoenixpeptidelabs.com, you acknowledge that you have read, understood, and agree to this Refund, Return & Cancellation Policy.
Contact Us
Get in Touch
If you have questions regarding product documentation, laboratory specifications, or order-related inquiries, please contact us using the information below. Our team responds during standard business hours.
Email:
info@phoenixpeptidelabs.com
Phone:
914-357-0174
Business Hours:
Monday – Friday 9:00 AM – 5:00 PM (EST)