Refund and Returns Policy

Our refund and returns policy reflects the nature of the research chemical industry and the specific compliance requirements that govern research peptide products. This page summarizes the policy in full. Researchers with additional questions can review our Frequently Asked Questions under the Returns and Issues section.

All Sales Final

Due to the nature of research peptide products and the regulatory framework that governs research-use-only compounds, opened or unopened product cannot be returned for refund or exchange under any circumstances. All sales are final, with the limited exceptions documented below.

Damaged or Defective Shipments

If a shipment arrives damaged, with broken vials, compromised packaging, or visible defects, contact us within 7 days of delivery to initiate a replacement claim. Replacement claims require:

Photo documentation of the damaged product, including shipping label and packaging
Order number from the purchase confirmation
Description of the damage observed

Once we verify the claim, we will issue a replacement of the affected product at no additional cost. Replacement is the standard remedy. Refunds are issued only when a replacement is unavailable.

Order Errors

If you receive an incorrect product, the wrong vial size, or a different compound than what was ordered, contact us within 7 days of delivery. We will arrange replacement of the correct product and provide return instructions for the incorrect item where applicable. Order errors are addressed at no additional cost.

Lost or Stolen Packages

For packages confirmed lost or stolen by the carrier, contact us with the tracking number and any documentation provided by the carrier. Replacement of lost packages depends on shipping insurance status and carrier investigation outcomes. Stolen packages may require a filed police report before replacement is processed.

Refund Processing

In the limited cases where a refund is issued rather than a replacement, refunds are processed to the original payment method within 7 to 14 business days of approval. Customers paying by ACH or cryptocurrency will receive refunds via the same method used for the original payment.

Contact Us First

Before initiating a chargeback or payment dispute, contact support@genevium.com with the order number. Most order issues are resolved within 24 to 48 hours through direct communication. Filing a chargeback without first contacting us delays resolution and may affect future orders.

For all order issues, refund inquiries, or general questions about this policy, contact support@genevium.com.