The short version
All sales are final. There are two exceptions: we shipped the wrong item, or your order arrived damaged. Both are covered in full, and both need to reach us within 48 hours of delivery.
Damaged or incorrect orders
Email info@metrapeptides.com within 48 hours of delivery with your order number and photographs of the outer packaging and the affected vials. Where we shipped the wrong item, or where material arrived damaged in transit, we will replace it or refund it in full including shipping, at your election.
You will not be asked to return a damaged vial. Photographs are what we need, which is why the reporting window is short — packaging is the evidence, and it tends not to survive long after an order is unpacked.
Why sales are final
Once a vial leaves our control we can no longer account for how it was stored, handled or transported. Material that comes back to us cannot honestly be described as belonging to the lot it was released under, and we will not resell it to another purchaser under any circumstances.
Lot integrity is the entire basis on which a certificate of analysis means anything. A returns policy that put previously shipped material back into stock would quietly undermine the one thing this catalog is built on, so we do not operate one.
What is not covered
We cannot refund on the basis of experimental results. The certificate characterises identity, purity, net content and endotoxin for the lot supplied; how material performs in a given assay, model or protocol depends on factors outside our control and is not a defect in the product.
Material degraded through storage or handling after delivery, material lost to a failed reconstitution, ordering the wrong compound or the wrong quantity, and any change of mind after dispatch are likewise not refundable.
Order cancellation
Orders can be cancelled for a full refund at any point before dispatch. Because we dispatch same-day before 12pm MST, that window can be short — email us as soon as you can and we will cancel if the order has not yet left the building.
Questions
If something has gone wrong with an order, write to info@metrapeptides.com with the order number before the 48-hour window closes. We would rather hear from you early and sort it out than have you discover the window has passed.