Refund policy
At PeptiCool, customer satisfaction is important to us. We carefully inspect and package every order, and we want you to feel confident when shopping with us. Please review the policy below before requesting a return or refund.
30-Day Return Window
You may request a return within 30 days of the delivery date.
To qualify for a return, the item must:
- Be unused or only opened for inspection
- Be clean and in resellable condition
- Include all original parts, accessories, instructions, and packaging
- Be returned with proof of purchase or your order number
We may refuse returns for products that show:
- Signs of use, misuse, or damage
- Stains, odors, scratches, or excessive wear
- Missing parts, accessories, or packaging
- Unauthorized modifications
- Damage caused after delivery
Damaged, Defective, or Incorrect Items
Please inspect your order as soon as it arrives.
If your product is damaged, defective, or different from what you ordered, contact us within 14 days of delivery at:
Please include:
- Your order number
- A description of the issue
- Clear photos or a short video showing the product and packaging
After reviewing your request, we may offer:
- A replacement
- A full or partial refund
- Another appropriate solution
Damage caused by misuse, accidental damage, improper installation, normal wear, or failure to follow the product instructions is not covered.
How to Request a Return
To begin a return, email:
Please provide:
- Your full name
- Order number
- Reason for the return
- Photos or video, when applicable
Once your request is approved, we will send you the return instructions and return address.
Do not send your item back before receiving approval. Unauthorized returns may be refused and may not qualify for a refund.
Refund Process
Once the returned item is received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Please allow 5–10 business days for the refund to appear, depending on your bank or payment provider.
Full Refund
A full product refund may be issued when:
- The returned item meets all eligibility requirements
- The item arrived damaged, defective, or incorrect
- The return has been approved by our support team
Partial Refund or Store Credit
A partial refund or store credit may be offered when:
- The item has minor signs of handling
- Packaging or accessories are missing
- The returned product is not in its original condition
These cases are reviewed individually.
Non-Refundable Situations
Refunds may be refused when:
- The request is submitted after the 30-day return period
- The product has been used, damaged, or modified
- Parts, accessories, or packaging are missing
- The item is returned without prior approval
- The customer provides an incomplete or incorrect delivery address
- Tracking confirms delivery to the address entered at checkout
Return Shipping Costs
Unless the item is confirmed to be damaged, defective, or incorrect:
- Customers are responsible for return shipping costs
- Original shipping fees are non-refundable
- Customs duties, taxes, and handling charges are non-refundable
- A trackable shipping method is strongly recommended
PeptiCool is not responsible for return packages that are lost, delayed, or damaged during transit.
Order Cancellations
Orders may be canceled within 12 hours of purchase, provided they have not entered processing or shipping.
After the order has been processed or shipped, it cannot be canceled. You may request a return after delivery according to this policy.
We cannot guarantee that a cancellation request will be completed before fulfillment begins.
Exchanges
We do not offer direct exchanges in every case.
When an exchange is approved, we may:
- Send a replacement product
- Provide store credit
- Ask you to return the original item before a replacement is shipped
Availability is not guaranteed.
Lost or Delivered Packages
When tracking shows that a package has been delivered, customers should first:
- Check around the delivery location
- Ask household members or neighbors
- Contact the local shipping carrier
- Verify the shipping address entered at checkout
PeptiCool cannot automatically refund packages marked as delivered. However, our support team will review the available tracking information and assist where possible.
We are not responsible for packages lost because of an incorrect or incomplete address provided by the customer.
Shipping Delays
Estimated delivery times are not guaranteed.
Delays caused by shipping carriers, customs processing, severe weather, public holidays, incorrect addresses, or other circumstances outside our control do not automatically qualify for a refund while the package remains in transit.
Contact Us
For questions about returns, refunds, damaged items, or cancellations, contact:
Please include your order number so our team can assist you more quickly.