Returns & Refund Policy
Effective Date: May 27, 2026 | Last Updated: May 27, 2026
At Onix Peptide LLC, your satisfaction is important to us. Because we ship temperature-sensitive research materials, we follow industry-standard return and refund guidelines designed to protect product integrity, customer safety, and laboratory standards. This policy explains exactly what is eligible for return, refund, or exchange and how to start a claim.
1. Our Commitment
We stand behind every product we ship. If your order arrives damaged, incorrect, or compromised, we will make it right — replacement, store credit, or full refund. We are committed to resolving every legitimate issue fairly and promptly.
2. Non-Returnable Products
Once research materials leave our temperature-controlled environment, we cannot restock them due to:
- Bio-safety and chain-of-custody concerns
- Cold-chain and storage sensitivity
- Contamination risks during transit and handling
- Inability to re-verify purity after the seal has been broken
For these reasons, opened or used products are not eligible for return. However, unopened products and damaged/incorrect shipments are covered by Sections 3 and 4 below.
3. Eligible Refunds, Replacements & Store Credit
You may request a refund, replacement, or store credit in the following situations:
- Wrong item shipped — we shipped a product different from what you ordered.
- Damaged in transit — vial broken, cold-chain failure, or visible damage on arrival.
- Defective product — product integrity compromised before delivery.
- Lost in transit — package never arrives and the carrier confirms loss.
- Unopened, unused products — eligible for return within 30 days of delivery, in original sealed packaging, with prior return authorization. A restocking fee of up to 15% and original shipping cost may apply.
Claims for damaged, incorrect, or defective items must be submitted within 48 hours of delivery to qualify.
4. How to Submit a Claim
Email support@onixpeptide.com with the subject line “Return / Refund Request – Order #[your order number]” and include:
- Your order number and the email address used to place the order
- A clear description of the issue
- Clear photos of the product, packaging, and shipping label
- An unboxing video, if available (strongly recommended for damage claims)
Our team will review your claim within 2 business days and respond with a resolution. Approved returns will receive a Return Merchandise Authorization (RMA) number and the return shipping address. Do not return any product without an RMA — unauthorized returns may not be processed.
5. Return Shipping Address
Once an RMA is issued, please ship eligible returns to:
Onix Peptide LLC – Returns Department
236 Smoke Rise Trail
Warrior, AL 35180
United States
6. Refund Process & Timeframe
Once your return is received and inspected, or your damage/incorrect-shipment claim is approved:
- Refunds are processed within 5–10 business days of approval.
- Refunds are issued to the original payment method.
- You will receive an email confirmation when the refund is issued. Your bank or card issuer may take an additional 3–7 business days to post the refund to your statement.
- Original shipping fees are non-refundable except where the error was ours (wrong item shipped, damaged in transit, defective on arrival).
In some cases we may offer store credit or a replacement shipment instead of a refund, at the customer’s choice.
7. Order Cancellations
Orders may be cancelled for a full refund before they are dispatched. Once an order has been handed to the carrier, the Shipping Policy applies. To cancel an order, email support@onixpeptide.com as soon as possible with your order number.
8. Lost or Stolen Packages
For packages lost in transit, please contact us within 14 days of the expected delivery date so we can open a carrier investigation. For packages confirmed delivered by the carrier but reported as stolen, please see our Shipping Policy. We recommend selecting signature confirmation for high-value orders.
9. Chargebacks & Disputes
If you have any concern with your order — wrong item, damage, billing question, anything — we ask that you contact us first so we can resolve it directly. We respond to every inquiry within 2 business days and will work with you in good faith to find a fair resolution.
Filing a chargeback without first contacting us prevents us from helping you and can delay resolution by weeks or months. In the rare case of a chargeback filed without a legitimate basis or while we are actively trying to resolve the issue, we reserve the right to pause future orders pending resolution. We always prefer to work directly with our customers — please reach out to support@onixpeptide.com.
10. Contact
For all return, refund, or exchange inquiries, please contact:
Onix Peptide LLC
236 Smoke Rise Trail
Warrior, AL 35180
United States
🕒 Customer support: Monday–Friday, 9:00 AM – 5:00 PM CST