Refund & Return Policy
Version 2026.05.22.
What we accept
- Cold-chain breach (cold-pack lost integrity in transit)
- Broken vial on arrival
- Incorrect SKU shipped
- Missing lot label
- Damaged in transit
What we do not accept
- Buyer's remorse
- "Did not work" or any performance-based return (we sell research material, not a tested-on-humans therapy)
- Returns after 14 days of delivery
- Returns of opened, partially-used, or reconstituted vials unless one of the accepted reasons above applies
- Returns of clearance or final-sale items (noted on the product page)
How to start
Open an RMA at <a href="https://www.xfactorpeptidelab.com/returns.html">/returns.html</a> with your order number, ship-to email, SKU, lot number from the vial label, and a photo when relevant. We respond within one business day.
Resolution options
- Replacement (same SKU, next available lot)
- Refund (back to original payment method, 3–10 business days to land)
- Store credit (instant)
Partial refunds
Partial refunds are allowed for partial issues (one of three vials broken, for example). The unaffected portion stays paid. Order status is not flipped to "refunded" unless the full order amount is returned.
Chargebacks
Please open an RMA before opening a chargeback. Chargebacks bypass our return flow and may result in account suspension and forfeit of any open store credit or loyalty points.
Lost or stuck in transit
If the carrier shows the package stuck for 7+ business days, we will resend the order at no charge and pursue the carrier claim ourselves.