Return & Refund Policy

1. Customer Assistance Overview

At Peptonomy, we strive to deliver quality research products and reliable service. If you encounter any issues with your order, our dedicated customer support team is available to review your request and assist with a prompt resolution.

2. Order Resolution Flow via WhatsApp

Return and refund requests are handled manually by our Customer Service team via WhatsApp to ensure clear communication. The process follows these steps:

1. Contact Support: Reach out to our Customer Service team on WhatsApp with your Order ID and contact details.
2. Describe the Issue: Provide a clear description of the problem (e.g., damaged package, incorrect item, or missing product).
3. Provide Documentation: Attach photos or videos of the received parcel, shipping label, and product condition.
4. Admin Review & Eligibility Confirmation: Our team will inspect the details and communicate the review result and next steps directly through WhatsApp.
5. Resolution & Next Steps: Approved requests will be resolved through a replacement item, exchange, or applicable refund process.

3. Eligible Order Issues

We review assistance requests for the following circumstances:

• Items damaged in transit or compromised packaging upon arrival
• Incorrect product or variant received differing from your order summary
• Incomplete orders with missing items

4. Inspection & Approval

Because products are designated for laboratory research, returned or exchanged items must remain sealed, unopened, and in their original packaging unless authorized by our support team for quality inspection. All requests are subject to admin review prior to approval.

5. Approved Refunds & Replacements

Upon approval by our customer service team:

• Replacements: Replacement items will be dispatched using our standard carrier service at no extra cost.
• Refunds: If a refund is agreed upon, processing will follow the payment method used during checkout or via direct bank transfer as arranged with our team.

6. Order Cancellations

Orders may be canceled prior to dispatch by contacting Customer Service on WhatsApp. Once an order has been shipped and handed over to the courier, standard resolution procedures apply.