Research chemical handling
Due to the nature of research chemicals (the inability to verify storage conditions once a parcel leaves our facility), we are unable to accept returns of opened products or products that have left our possession in good condition.
When we will accept a return or issue a refund
- Damaged in transit: vial broken, packaging compromised on arrival. Contact us within 48 hours of delivery with photos.
- Mis-pick: wrong product or wrong quantity received vs the packing list. Contact us within 48 hours.
- Quality failure: independent retesting indicates the product does not match its COA. See verification requirements below.
Quality failure: verification requirements
To process a quality-failure claim, you must submit BOTH of the following:
- The third-party test report with “Australian Peptide Hub” explicitly identified as the source of the sample tested.
- A clear, well-lit photograph of our intact label on the vial as supplied, label fully readable, vial visible.
Both items are required to verify the failed product originated from our shipment and was not re-labelled, substituted, or tampered with post-delivery. Once verified we will arrange a replacement and conduct a COA review.
How to request
Email support@auspeptidehub.com with your order number, photos where relevant, and a description of the issue. We aim to respond within one business day.
Refund method
Refunds are issued via the original payment method (Bitcoin refund to the original wallet, or PayID reversal) within 5 business days of approval.