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When an order can be refunded or replaced, when it cannot, and how to raise a claim.
When an order can be refunded or replaced, when it cannot, and how to raise a claim.
Last updated 1 September 2026
Research chemicals are a category where a blanket returns policy is neither honest nor safe. Material that has left our control and returned cannot be verified, and re-selling it would undermine the lot traceability the rest of this site is built on. This policy sets out what we do instead.
We stand behind what we shipped: the compound named on the listing, at the presentation ordered.
We cannot accept the return of material for resale once it has left us, because there is no way to establish how it was stored in the interim. That is a safety and traceability position rather than a commercial one, and it means most resolutions here take the form of a refund or a replacement rather than a return.
An order is eligible for a refund or replacement where the wrong product or presentation was sent, where a vial arrived damaged, where the order was short, or where the material does not match a certificate that has been published for it.
Change of mind after dispatch, incorrect ordering by the customer, experimental results that did not meet expectations, and material stored or handled outside the conditions its presentation requires are not covered.
We also do not refund on the basis of a claim about performance in a person or an animal, because no product on this site is sold for that purpose and no such claim can be assessed.
Email support@dualcorepeptides.com with your order number and photographs where the claim concerns damage, shortage or the wrong item.
All sales are final. We do not accept returns or exchanges, and we do not issue refunds because an order is no longer wanted. Please check your order before completing the purchase.
Where an order arrives damaged, incorrect or incomplete, contact us within 48 hours of delivery with your order number and photographs of the issue.
Claims are acknowledged within one business day and resolved within three business days of us receiving the photographs and order number we need to assess them.
Approved refunds are issued to the original payment method.
Approved refunds are issued to the original payment method within five business days of approval. Your bank or card issuer may take longer to post it. Where the whole order is refunded because of our error, the original shipping is refunded with it.
Where only part of an order is affected, we refund or replace only the affected items. The rest of the order stands.
An order that has not yet been dispatched can usually be cancelled — email immediately with the order number.
Orders can be cancelled without charge while they are still being picked. Because dispatch happens within one to two business days, that generally means the same day you order. Once the parcel is with the carrier it cannot be recalled and the position above applies. No cancellation fee is charged.
Where we cancel an order under the Research Use Only Policy, the full amount including shipping is refunded and no fee applies.
Claims are resolved faster when the first email contains everything. For a damage or shortage claim that means the order number, photographs of the outer carton before it was opened further, and photographs of the contents in place.
For a claim that the material does not match its certificate, we need your order number and a description of what does not match. If you have run your own analysis, send it – we would rather see it than argue about it.
Where a claim is approved, we will normally offer a replacement from current stock or a refund, and where stock allows we will let you choose.
A replacement is dispatched as a new order with its own record. It is not the same material re-sent.
If something has gone wrong, tell us before raising a chargeback with your card issuer. A chargeback freezes the order in a dispute process that takes weeks and removes our ability to simply replace the item, which is usually what you wanted.
If something is wrong with your order, contact us first — we will put it right within the terms of this policy. Raising a chargeback without contacting us removes our ability to resolve it directly, and we reserve the right to decline future orders from an account that does so.
This policy does not affect any statutory right you have that cannot be excluded by agreement. It is governed by the laws of the United States and the State of Texas.
