Returns & refunds
Our policy for damaged, defective, or incorrect orders.
Sensitive materials
Because peptides are temperature-sensitive research materials whose integrity cannot be guaranteed once they leave our custody, we are unable to accept returns of opened or used product. This protects every researcher relying on documented chain-of-custody.
What we will replace or refund
- Items that arrive damaged (broken vial, compromised seal).
- Items that are incorrect (wrong compound or size shipped).
- Items lost in transit and confirmed undeliverable by the carrier.
How to file a claim
Email support@vialz.com within 7 days of delivery with your order number and photos of the issue (including packaging). Approved claims are resolved with a replacement at no charge or a full refund to your original payment method.
Refund timing
Approved refunds are issued within 3–5 business days. Card refunds may take an additional 5–10 business days to post depending on your bank; ACH and crypto refunds are issued to the originating account or wallet.
Cancellations
Orders can be cancelled for a full refund any time before they are dispatched. Once an order has shipped it cannot be cancelled, but the claim process above still applies.