Return & Refund Policy

FOR LABORATORY RESEARCH USE ONLY

Products offered by Peptix Canada are sold exclusively for laboratory and in-vitro research purposes.

Products are not represented, supplied, or authorized by Peptix Canada for use as drugs, natural health products, foods, cosmetics, medical devices, veterinary products, or products intended for personal consumption.

Products are not offered for the diagnosis, treatment, cure, prevention, or mitigation of any disease, illness, injury, or health condition. They must not be used for human or animal consumption or administration under any circumstances.

This Return and Refund Policy forms part of the Peptix Canada Terms and Conditions and should be read together with our Shipping Policy and Research Use Only Disclaimer.

1. Summary

Because product identity, integrity, handling conditions, storage conditions, and chain of custody cannot be independently verified after an order has left Peptix Canada’s control, we generally do not accept returns of shipped products.

This restriction applies even when:

• the product remains unopened
• the customer ordered the wrong product
• the customer no longer wants the product
• the product packaging appears unchanged
• the customer states that the product was stored correctly

Customers may request cancellation before an order is processed for shipment.

Refunds, replacements, or other remedies may be provided only in the circumstances described in this Policy or where required by applicable Canadian law.

Nothing in this Policy limits or waives a consumer right that cannot lawfully be limited or waived.

2. No Returns After Shipment

Once an order has been transferred to the shipping carrier, Peptix Canada does not accept voluntary product returns.

We cannot place a shipped product back into saleable inventory because we cannot independently verify:

• how the product was transported after delivery
• whether it was exposed to unsuitable temperatures
• whether it was opened or accessed
• whether its packaging or seal was altered
• whether it was contaminated
• whether it was substituted or relabelled
• whether it was stored according to applicable research requirements
• whether an uninterrupted chain of custody was maintained

For these reasons, mailed returns will not be accepted unless Peptix Canada has provided written return authorization.

Do not mail or deliver a product back to Peptix Canada without written instructions. Unauthorized returns may be refused, disposed of, or held without a refund, subject to applicable law.

3. Pre-Shipment Cancellations

You may request cancellation before your order has been processed, packed, transferred to a carrier, or otherwise made irreversible.

To request cancellation, email Support@peptixCanada.com with the subject line “Cancel Order – [Order Number]”.

Include:

• your full name
• order number
• email address associated with the order
• the reason for the cancellation request

A cancellation request is not confirmed until Peptix Canada sends written confirmation that the order has been cancelled.

We cannot guarantee cancellation after an order has entered processing, even when tracking information has not yet been issued.

If the order is successfully cancelled before shipment, we will refund the eligible amount to the original payment method.

4. When We May Provide a Refund or Replacement

Peptix Canada may provide a refund, replacement, reshipment, correction, or other appropriate remedy in the circumstances below.

A. Confirmed Pre-Shipment Cancellation

The customer requested cancellation before the order entered irreversible processing, and Peptix Canada confirmed the cancellation in writing.

Resolution: Refund of the cancelled products and any unearned shipping charges to the original payment method.

B. Verified Loss in Transit

The package was not delivered, and the carrier’s records or investigation reasonably establish that it was lost before delivery.

You must ordinarily report possible non-delivery within 21 calendar days after the estimated delivery date so that a carrier investigation can be opened while relevant records remain available.

Resolution: Depending on the circumstances, Peptix Canada may provide:

• a replacement shipment
• a refund
• store credit with the customer’s agreement
• another reasonable remedy

Where mandatory consumer-protection law provides a different cancellation or refund right, that law will apply.

C. Incorrect Product Shipped

Peptix Canada supplied a product that does not match the product identified in the customer’s order confirmation.

The issue must be reported within seven calendar days after recorded delivery.

The customer must provide:

• the order number
• photographs of the complete shipment
• photographs showing each product label
• photographs of the shipping packaging
• a description of the discrepancy
• any other information reasonably requested to verify the error

Do not open, use, alter, relabel, transfer, or dispose of the incorrect product.

Resolution: Peptix Canada may provide the correct product, a replacement, store credit with consent, or a refund for the affected item.

D. Missing Product

The delivered package does not contain all products or quantities listed in the order.

The issue must be reported within seven calendar days after recorded delivery.

The customer must provide photographs of:

• the shipping box or mailer
• the shipping label
• the internal packaging
• all products received
• the packing slip, if one was included

Resolution: Peptix Canada may ship the missing product, issue an appropriate refund, or provide store credit with the customer’s agreement.

E. Product Damaged in Transit

The shipping package or product arrived visibly broken, leaking, crushed, opened, compromised, or otherwise damaged during transportation.

Damage should be reported within 48 hours after recorded delivery and no later than seven calendar days after delivery.

The customer must provide clear photographs showing:

• the outer shipping package
• the shipping label
• the internal packaging
• every damaged product
• the product label and batch or lot number
• the nature of the damage

The customer must keep all products and packaging until Peptix Canada confirms that they may be discarded.

Do not use, open, alter, relabel, transfer, or dispose of a damaged or compromised product unless instructed to do so.

Resolution: Following review, Peptix Canada may provide a replacement, refund, partial refund, store credit with consent, or another appropriate remedy.

F. Duplicate Charge or Incorrect Charge

The customer was charged more than once for the same completed transaction or was charged an amount that does not match the finalized order.

The customer should contact Support@peptixCanada.com promptly and provide:

• the order number
• the transaction date
• the amount charged
• a screenshot or statement showing the duplicate or incorrect charge, with unrelated financial information concealed
• any relevant payment-processor reference

Resolution: Any verified duplicate or erroneous charge will be corrected or refunded.

G. Cancellation or Refund Required by Law

A refund or cancellation will be provided where required by applicable federal, provincial, or territorial consumer-protection law.

This may include certain circumstances involving:

• non-delivery
• failure to provide required online-contract information
• unauthorized charges
• materially misleading representations
• delivery of the wrong goods
• another statutory cancellation or refund right

Any mandatory legal right applies despite another provision of this Policy.

5. Situations That Are Generally Not Refundable

Subject to applicable law, Peptix Canada does not ordinarily provide refunds, returns, or replacements for:

• change of mind
• buyer’s remorse
• accidentally ordering the wrong product
• ordering the wrong quantity or concentration
• failing to review the order before payment
• finding a lower price elsewhere
• no longer needing the product
• dissatisfaction with packaging appearance that does not affect product integrity
• failed, inconclusive, or unsuccessful research
• experimental outcomes that differ from the customer’s expectations
• alleged personal, physical, therapeutic, wellness, cosmetic, or performance effects
• claims based on human or animal use
• use inconsistent with the Research Use Only Disclaimer
• failure to possess suitable research equipment, qualifications, facilities, storage, or procedures
• improper storage, handling, reconstitution, testing, transportation, or disposal after delivery
• products that have been opened, punctured, used, reconstituted, transferred, resold, relabelled, altered, or contaminated
• products damaged after recorded delivery
• damage resulting from customer-authorized safe-drop instructions
• theft occurring after confirmed delivery to the correct address or authorized delivery location
• delivery refusal without a valid legal basis
• failure to collect a package from a carrier pickup location
• failure to provide required identification, proof of age, or signature
• an incorrect, incomplete, or outdated address supplied by the customer
• delays that do not give rise to a statutory cancellation right
• carrier delays caused by weather, wildfire, flooding, labour disruptions, peak volume, emergencies, or other events outside our reasonable control
• orders sent to freight-forwarding, parcel-forwarding, or reshipping services
• products seized, held, redirected, or disposed of because of customer conduct or an unlawful destination
• reports submitted outside the applicable reporting period where the delay prevents reasonable verification
• another circumstance excluded by this Policy, the Shipping Policy, or the Terms and Conditions

6. Reporting an Order Problem

To report an order problem, email Support@peptixCanada.com.

Your message should include:

• your full name
• order number
• tracking number
• product name
• quantity affected
• batch or lot number
• delivery date
• a detailed description of the issue
• all required photographs
• the resolution you are requesting

Peptix Canada may request additional information reasonably necessary to:

• verify the order
• review fulfilment records
• investigate possible damage
• investigate suspected fraud
• submit a carrier or insurance claim
• confirm product identity
• determine an appropriate resolution

Failure to provide sufficient information may delay or prevent resolution where the claim cannot otherwise be verified.

7. Required Photographic Evidence

For damaged, missing, or incorrect orders, do not discard the shipping package or product before the claim is resolved.

Photographs should clearly show:

• every side of the outer shipping package
• the shipping label and tracking number
• any visible puncture, crushing, tearing, moisture, or opening
• all internal packaging
• every product received
• all product labels
• relevant batch or lot numbers
• any broken or compromised seals
• the precise damage or discrepancy being reported

Peptix Canada may deny a voluntary replacement or refund where the customer discards required evidence before the claim can be reasonably investigated, except where a remedy is required by law.

8. Returns Authorized by Peptix Canada

In limited circumstances, Peptix Canada may direct a customer to return an incorrect or disputed product.

A return is valid only when Peptix Canada provides written authorization and return instructions.

Where the return results from a verified Peptix Canada fulfilment error, we will generally provide a prepaid return label or otherwise cover reasonable return-shipping costs.

The customer must:

• follow the provided packaging instructions
• use the authorized shipping method
• return the product within the stated period
• include any required documentation
• retain the shipping receipt and tracking number

Peptix Canada is not responsible for an unauthorized return or a return shipped contrary to our instructions.

Returned products will not be resold unless Peptix Canada can lawfully and independently establish their identity, integrity, safety, storage history, and chain of custody.

9. Refund Processing

After a refund is approved, Peptix Canada will generally initiate it within five to ten business days.

Where applicable law requires the refund to be provided sooner, we will follow the legally required period.

Refunds are normally issued to the original payment method.

We generally do not provide:

• cash refunds
• cheque refunds
• refunds to an unrelated payment method
• refunds to a different person
• refunds to a different payment card

After Peptix Canada initiates a refund, additional processing time may be required by the bank, card issuer, payment provider, or cryptocurrency processor.

Peptix Canada does not control how quickly an external financial institution posts the refund.

10. Shipping Charges

Original shipping charges are normally non-refundable where:

• the customer changes their mind
• the customer supplied an incorrect address
• the customer refused delivery
• the package was not collected
• the order was successfully delivered
• a replacement is provided
• the reason for the refund was outside Peptix Canada’s control

Shipping charges may be refunded where:

• Peptix Canada cancelled the complete order before shipment
• Peptix Canada shipped the wrong complete order
• the complete shipment was confirmed lost before delivery and a refund rather than replacement is provided
• the charge was made in error
• a refund of shipping is required by law

Return shipping or reshipping costs may be deducted from a voluntary refund where the failed delivery resulted from an incorrect address, refusal, failure to collect the package, or another circumstance within the customer’s control, provided the deduction is permitted by law.

11. Promotional Credits and Discounts

Where an order was purchased using a discount code, promotional offer, account credit, or store credit:

• refunds will not exceed the amount actually paid
• expired promotional discounts will not necessarily be reissued
• one-time discount codes may not be restored
• store credit may be returned as store credit
• promotional gifts may need to be returned or their stated value may be deducted where legally permitted

Where a partial refund causes an order to no longer qualify for a promotion, free-shipping threshold, bundle price, or volume discount, the refund may be recalculated based on the products retained, where permitted by law and disclosed at purchase.

12. Cryptocurrency Payments

Where Peptix Canada accepts cryptocurrency, refund availability and method may depend on the applicable payment processor.

Unless otherwise required by law or agreed in writing:

• refunds will not be sent to a wallet address supplied through an unverified email
• ownership of the receiving wallet may need to be verified
• blockchain network fees may be non-refundable
• payment-processor conversion fees may be non-refundable
• changes in cryptocurrency value do not increase or decrease the Canadian-dollar purchase price
• any approved refund will ordinarily be based on the Canadian-dollar value of the eligible refund, rather than the later market value of the cryptocurrency

Peptix Canada will provide the refund method and verification instructions applicable to the transaction.

13. Chargebacks and Payment Disputes

Customers are encouraged to contact Peptix Canada before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the issue.

Contact Support@peptixCanada.com.

Nothing in this Policy prevents a customer from exercising a legitimate right to dispute an unauthorized, incorrect, undelivered, or otherwise disputable transaction through their financial institution.

However, knowingly submitting false information or using the chargeback process to obtain both the purchased products and a refund may constitute fraud or payment abuse.

Examples of potentially abusive conduct include:

• falsely claiming that an order was not authorized
• falsely claiming non-delivery despite verified receipt
• concealing that a household member or authorized recipient accepted the shipment
• claiming that the wrong product was received while refusing to provide photographs
• filing multiple disputes for the same transaction
• obtaining a refund directly from Peptix Canada and continuing a chargeback for the same amount
• falsely claiming that Peptix Canada refused assistance
• altering evidence submitted to Peptix Canada or a financial institution
• using a chargeback solely to avoid the clearly disclosed no-return policy after receiving the correct order

When a payment dispute is filed, Peptix Canada may provide relevant evidence to the payment processor, card issuer, financial institution, or card network, including:

• order records
• account records
• consent records
• research-use acknowledgements
• communications
• payment records
• fraud-screening information
• shipping records
• tracking information
• delivery confirmation
• proof of signature or pickup
• photographs
• refund or replacement records

Where Peptix Canada reasonably determines that a customer has engaged in deliberate payment abuse, and where permitted by law, we may:

• suspend or close the customer’s account
• cancel pending orders
• refuse future transactions
• block the relevant payment method or shipping address
• challenge or represent the chargeback
• report accurate information to our payment processor or fraud-prevention provider
• seek recovery of amounts lawfully owing
• pursue another lawful remedy

We will not retaliate against a customer merely for making a good-faith complaint, exercising a legal right, or submitting a legitimate payment dispute.

14. Repeated or Suspicious Claims

Peptix Canada may review accounts associated with:

• repeated non-delivery claims
• repeated damage claims
• excessive refund requests
• inconsistent claim information
• multiple accounts using the same address or payment method
• repeated refused or unclaimed packages
• repeated chargebacks
• altered photographs or documents
• suspected resale, diversion, or prohibited use

Where reasonably justified, Peptix Canada may require:

• signature delivery
• post office pickup
• proof of age
• identity verification
• a different payment method
• a secure shipping address
• additional order review

Peptix Canada may decline future orders where there is a reasonable fraud, security, compliance, or payment risk.

15. Research Results and Product Expectations

Peptix Canada does not guarantee a particular research outcome.

Differences in results may arise from factors outside our control, including:

• laboratory methods
• equipment calibration
• sample handling
• storage conditions
• experimental design
• contamination
• measurement procedures
• analytical standards
• reconstitution or preparation methods
• researcher error

A failed, unexpected, inconsistent, or inconclusive experiment does not by itself establish that a product is defective or entitle the customer to a refund.

Nothing in this section limits an express written specification, certificate of analysis, statutory warranty, or mandatory right that legally applies to the transaction.

16. Product Concerns and Investigations

If you believe a product does not match its label or published batch documentation, contact Support@peptixCanada.com promptly.

Include:

• the product name
• batch or lot number
• order number
• photographs
• storage and handling information
• the nature of the concern
• the analytical method used
• complete laboratory results, where applicable
• the name and contact details of the independent laboratory, where available

Peptix Canada may:

• review internal batch records
• review available certificates of analysis
• request a retained sample analysis
• request independent laboratory documentation
• open an investigation
• suspend distribution of the affected batch
• provide a replacement or refund where appropriate
• take another corrective action

Submitting a concern does not automatically establish that the product is defective.

17. Consumer-Protection Rights

This Policy is intended to apply to the fullest extent permitted by Canadian law.

Nothing in this Policy excludes, restricts, or waives:

• a mandatory cancellation right
• a mandatory refund right
• a right relating to non-delivery
• a right relating to an unauthorized charge
• a right arising from a materially false or misleading representation
• another statutory right or remedy that cannot legally be excluded

Where this Policy conflicts with a mandatory provision of applicable federal, provincial, or territorial law, the mandatory provision will apply to the extent of the conflict.

18. Policy Abuse

Peptix Canada may refuse a voluntary refund, replacement, or account credit where a customer:

• provides false or misleading information
• submits altered photographs or documents
• refuses to cooperate with a reasonable investigation
• disposes of evidence after being asked to retain it
• attempts to obtain multiple reimbursements for the same loss
• uses multiple accounts to avoid restrictions
• engages in threats, harassment, or abusive conduct
• attempts to return a substituted or altered product
• otherwise abuses this Policy

This section does not limit a mandatory statutory right or prevent a customer from making a good-faith complaint.

19. Changes to This Policy

Peptix Canada may update this Return and Refund Policy to reflect changes to:

• our products
• fulfilment procedures
• payment methods
• shipping arrangements
• fraud-prevention practices
• applicable laws
• business operations

The updated Policy will be posted on PeptixCanada.ca with a revised “Last Updated” date.

The version in effect when an order is placed will generally govern that order, except where a later change is required by law or is more favourable to the customer.

20. Contact Information

For cancellations, order problems, refund requests, or payment concerns, contact:

• Peptix Canada — Headquartered in British Columbia, Canada
• Email: Support@peptixCanada.com
• Website: PeptixCanada.ca

Include your order number in all communications.