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Refund Policy

Replacement and refund eligibility for Peptiva orders

All sales are final.

Peptiva sells research-use-only (RUO) compounds. Once shipped, orders cannot be returned for buyer's remorse, ordering mistakes, incorrect shipping addresses, incompatible protocols, handling errors, or reconstitution issues.

When You Are Entitled to a Replacement or Refund

We will replace your order at no cost — or, if you prefer, issue a refund — in three situations:

  1. You received the wrong product. The item shipped does not match what you ordered.
  2. Your order arrived damaged. Visible damage to the product or packaging on delivery.
  3. Your order was lost in transit. Confirmed by Packeta as lost in their network and never delivered.

How to Submit a Claim

Contact us within 7 days of delivery through our contact form or by emailing support@peptiva.eu. Select "Refund Request" as the inquiry type.

Your claim must include:

  • Your order number
  • Clear photos of the issue (the wrong/damaged product, packaging condition, shipping label)
  • A short description of what happened

Claims submitted after 7 days, or without the required evidence, cannot be processed.

What Happens Next

We review every claim within 2 business days. When approved, we ship a replacement at no cost. If you'd prefer a refund instead, just let us know and we'll process it to your original payment method (typically a SEPA bank transfer reversal, which takes 3–5 business days to appear).

What Is Not Covered

  • Uncollected packages. If your package is delivered to a Packeta pickup point and you do not collect it within the storage period, the package is returned to us. Per the terms above, uncollected packages are not eligible for refund or replacement. Please watch your email and collect on time.
  • Refused deliveries. Packages refused at delivery are treated the same as uncollected packages.
  • Buyer's remorse and ordering mistakes. All sales final.
  • Damage caused by improper storage or handling after delivery. Once you sign for the package in good condition, the product is your responsibility.

Questions

Reach us at support@peptiva.eu or via the contact form.