Returns

Your remedies at a glance

Lost or damaged in transit is reshipped free. Report delivery or quality issues within 30 days of delivery. Wrong or out-of-spec items are refunded once verified. Opened vials cannot be returned, but opening a sample for testing does not automatically disqualify a quality claim.

These terms cover the research compounds and vial kits sold by LIPEPS, including discounted products. We do not replace the refunds or free reshipments described here with store credit. You can request a written copy of this policy through Contact.

Cancellation before shipment

Contact us as soon as possible if you need to cancel. A cancellation completed before shipment receives a full refund through the original payment method. No cancellation fee is deducted. Packing can prevent changes to items or address, but it does not remove an applicable pre-shipment cancellation right. Once the carrier has the package, we cannot intercept or redirect it.

For an unpaid order, there is no payment to refund. For a paid order, support checks fulfillment and payment status before completing the cancellation and refund. Submitting a support request alone does not mean the cancellation or payment refund is complete.

Change of mind and physical returns

We do not offer change-of-mind returns, including for unopened vials or kits. Opened vials cannot be returned or resold. These physical-return rules do not prevent reporting an incorrect item, delivery problem, or quality issue under the sections below.

Do not mail a product or sample to us without written instructions. If a return is needed for a covered issue, support will confirm the authorized destination, handling instructions, and shipping arrangements before anything is sent. We do not impose an undisclosed return or restocking fee.

Lost, damaged, missing, or incorrect items

If tracking shows the package is lost, or it arrives damaged, we reship the same order at no charge. We do not require a damaged item back before reshipping. Report damage within 30 days of delivery with your order number and a photo if available.

If nothing arrives, report the problem as soon as you notice it; a delivery-based reporting window cannot start before delivery. For missing items in a delivered package, incorrect contents, a disputed delivery scan, or a returned-to-sender package, tell us what happened so we can review the order and carrier records. For a package marked delivered that remains missing after 48 hours and the delivery-location checks, our existing resolution process provides a free reshipment. A package with no carrier scan for 7 days after mailing is reviewed for free reshipment without requiring you to wait for a carrier claim. If the replacement shipment also fails, we refund.

An incorrect compound, size, or count is corrected with a free shipment; support does not hold that shipment pending return of the incorrect item. Wrong-item refunds remain available once verified against the order and applicable lot record. Any optional return of a sealed incorrect item uses a prepaid label. If a lost original shipment arrives after its replacement, you may keep it.

Quality concerns and independent testing

Report an apparent mismatch with the product description or lot certificate within 30 days of delivery. Include the item, lot code if available, and what you observed. We review the order, original laboratory report, and relevant evidence before issuing a refund for a confirmed out-of-spec item. Where a lot fails after shipment, the existing resolution process also offers a replacement from a passed lot at no charge if you want one, without taking away the refund.

You do not need to buy an independent test to open a claim. If you have test results, describe them in your private order support request and retain the full report and sample records. Opening a vial for analysis does not automatically invalidate the claim, and we do not require you to return an opened vial. See Quality assurance for the evidence review process.

Preorders and shipment delays

An estimated preorder ship date and any later delay notice are specific to the order. If we cannot ship when promised, you can choose the options in the notice, including cancellation and a full, prompt refund where required. Your private order page supports delay responses. Silence is not treated as consent where affirmative agreement is required.

A new policy version cannot remove the terms or legal rights applicable to an existing purchase. See Shipping and the policy archive.

Refund method and timing

Refunds go back through the original payment method: the charged card, originating bank account, or originating cryptocurrency address. For a cryptocurrency payment, support must verify that the original address can receive the refund, particularly when payment came from an exchange or Lightning invoice; do not send private keys or seed phrases. If the original route cannot accept a refund, support will resolve a verified return route with you without substituting store credit or reducing the amount owed.

We issue a covered refund as soon as the report is verified and email confirmation of the amount. Cards usually post within 5 to 10 business days, bank transfers within 1 to 3 business days after being sent, and cryptocurrency after network confirmation. These are posting estimates, not permission to postpone a legally required refund. A required shipment-delay refund is issued within the applicable legal deadline, generally seven working days after cancellation for the payment methods offered here. The existing stockout refund commitment is to issue a requested refund that day. A full pre-shipment cancellation refund includes the full amount paid. No new processing, restocking, or testing fee is introduced by this policy.

How to request help

Open the support section of your private order page, choose the issue, and describe it. You can select an item and lot from that order. Use Account to recover access, or email support@lipeps.com with your order number. If you cannot find a receipt, support can help locate the purchase using other order information; do not send payment credentials.

Keep photos of damaged packaging or incorrect labels and any relevant test report. Crop unrelated personal details before sharing evidence. Support will explain how to provide further evidence when needed. We aim to respond within a few business days.

The 30-day window is our standard reporting period. It does not override applicable statutory rights, rights for non-delivery, or your payment provider's dispute rights. Contacting us is not a prerequisite to exercising those rights, and a support review does not pause a provider's dispute deadline.