Returns & Refund Policy
Our policy on returns, refunds, and product issues.
Sterile Facility
Products are packaged in a controlled environment and cannot be restocked once dispatched.
Defective Items Replaced
We replace products that arrive damaged, defective, or incorrectly fulfilled.
Photo Evidence Required
All claims must be supported with photographs submitted on the day of receipt.
General Policy
Due to the sensitive nature of our products, all orders are custom-packaged within our sterile, temperature-controlled facility. Once an order has been dispatched from our premises — even if the product packaging remains sealed and unopened — it cannot be accepted back into our inventory for resale or redistribution. This policy exists to protect the integrity and quality standards that our customers depend on.
As a result, Panacea Peptides does not offer refunds or exchanges on orders that have been dispatched, except in the specific circumstances outlined below.
When We Will Issue a Replacement
We stand behind the quality of our products. If any of the following situations occur, we will arrange a replacement at no additional cost to you:
You received the wrong product or an incorrect quantity compared to your order confirmation.
The product arrived visibly damaged due to transit (e.g., broken vials, compromised seals).
The product fails to reconstitute correctly when prepared according to standard laboratory protocols.
The product received does not match the labelling or description listed on our website.
When We Cannot Offer a Refund or Replacement
The following circumstances do not qualify for a refund, exchange, or replacement:
Change of mind after the order has been dispatched.
Products that have been opened, used, or tampered with (unless reporting a defect).
Delivery delays caused by the courier service or incorrect address details provided by the customer.
Claims submitted more than 24 hours after delivery receipt.
Dissatisfaction with research outcomes — product efficacy in experimental settings is not guaranteed and varies by application.
How to Report an Issue
If you believe your order qualifies for a replacement under the conditions listed above, please follow these steps:
Contact us on the day of receipt
Email us at [email protected] within 24 hours of receiving your delivery. Include your order number and a clear description of the issue.
Provide photographic evidence
Attach clear photographs showing the issue — this may include images of damaged packaging, incorrect labels, broken seals, or any other visible defect. Photos must be taken on the day of delivery.
Retain the product
Do not dispose of the product or packaging. We may request that the item be returned to us for inspection before a replacement is issued. Return shipping for valid claims will be arranged at our expense.
Await our assessment
Our team will review your claim and respond within 2 business days. If the claim is approved, a replacement will be dispatched promptly. Panacea Peptides reserves the right to decline a claim if the evidence provided is insufficient or the circumstances do not meet the criteria outlined above.
Cancellations
Orders may be cancelled free of charge provided the request is made before the order has been dispatched. Once an order has left our facility, it cannot be cancelled and the standard returns policy applies. To request a cancellation, email us at [email protected] with your order number as soon as possible.
Refund Method
In the rare event that a monetary refund is approved (for example, if a replacement product is unavailable), the refund will be processed to the original payment method used at checkout. Please allow up to 7 business days for the refund to reflect in your account, depending on your financial institution.
Need to report an issue?
Contact us at [email protected] — we aim to resolve all queries within 2 business days.
Research Use Disclaimer
All products sold by Panacea Peptides are strictly for research purposes only and are NOT for human consumption. These products are not approved by any regulatory authority for medical use and are intended exclusively for laboratory and scientific research applications by qualified researchers and institutions.