Sealed comes back. Opened cannot.

1. What this policy covers

This policy governs returns, replacements and refunds for material purchased from PeakPulse Labs. It sits alongside the terms of sale, which govern the purchase itself, and the shipping policy, which governs dispatch and transit.

2. Cancellations before dispatch

An order can be cancelled for a full refund at any point before it is dispatched. Email support@peakpulselabs.com with the order number. Because orders are dispatched within 24 hours, cancellation requests are only reliably actionable on the same business day.

3. Returns of unopened material

Unopened vials with an intact tamper-evident seal, in original packaging, may be returned within 14 days of delivery. Request a return authorisation from support@peakpulselabs.com before shipping anything back; returns sent without authorisation cannot be identified against an order and cannot be credited.

• Return shipping is paid by the customer unless the return is the result of our error.
• Material must be returned in its original outer packaging with the desiccant intact.
• Refunds are issued to the original payment method within five business days of inspection.
• A restocking deduction of 15% applies to authorised returns of correctly supplied material, because a returned vial cannot be re-released against its original certificate without re-inspection.

4. Material that cannot be returned

Once a tamper seal is broken, the material cannot be re-released and is not returnable under any circumstances. This is a chain-of-custody limit, not a customer-service preference: we cannot certify a batch after it has left our control and been opened. The same applies to custom fills, custom masses and off-catalog synthesis, which are made to order and are non-returnable except where defective.

5. Damage, shortage and loss in transit

Inspect every shipment on arrival. Report damage, shortage or a missing shipment to support@peakpulselabs.com within five business days of delivery — or of the expected delivery date for a shipment that never arrives — with:

• the order number and the lot number on the affected vials;
• photographs of the outer carton, the inner packaging and the vials as received;
• for shortages, a photograph of the full contents as unpacked.

Confirmed damage or shortage is replaced from the same lot where available, from the next released lot where it is not, or refunded in full at your election. We do not require you to return broken glass.

6. Material that does not meet its certificate

If independent analysis of a sealed vial shows the material does not meet the specification stated on its certificate of analysis, send the analytical report to compliance@peakpulselabs.com. We will arrange re-testing of a retained sample from the same lot at our cost. If the discrepancy is confirmed, you receive a full refund including shipping, the lot is withdrawn from sale, and the certificate is annotated publicly. This remedy is set out in the terms of sale and is the exclusive remedy for a specification failure.

7. Refused, undeliverable and returned-to-sender shipments

A shipment refused at delivery or returned as undeliverable because of an address error is refunded less outbound shipping and the 15% restocking deduction, provided the seals are intact on receipt. Where seals are compromised, the material is destroyed and no refund is issued, because it cannot be re-released.

8. Orders cancelled by us

We cancel and refund in full, without deduction, any order that we decline under the research use policy — including orders indicating an intended human or veterinary use, requests to alter or omit labelling, or destinations we cannot lawfully serve. A refund in these circumstances is not an admission that the order was lawful to fill.

9. How refunds are issued

Refunds go to the original payment method. We do not issue refunds in cash, store credit or to a third-party account. Processing takes up to five business days at our end; your bank or card issuer may take longer to post it.

10. Contact

Returns, replacements, damage and shortage claims: support@peakpulselabs.com. Certificate and specification disputes: compliance@peakpulselabs.com.