PGNA Labs - Peptide Research Supply

Summary: We accept returns of sealed, lyophilised (freeze-dried) peptides within 14 days of delivery. After 14 days, returns cannot be accepted due to the risk of formula degradation. For product concerns or adverse observations during research, contact us at [email protected].

1. Eligibility for Returns

We will accept returns of products that meet all of the following conditions:

The product remains sealed and unopened in its original packaging.
The product is in its lyophilised (freeze-dried) powder form — it has not been reconstituted with bacteriostatic water or any other solvent.
The return request is made within 14 days of the delivery date.
The product has been stored correctly (at room temperature, away from direct sunlight and moisture) since receipt.

2. Non-Returnable Items

The following items cannot be returned under any circumstances:

Products that have been reconstituted (mixed with bacteriostatic water or any other solvent).
Products with broken seals or opened packaging.
Products returned more than 14 days after the delivery date.
Products that show signs of improper storage or handling.
Bacteriostatic water and other ancillary products once opened.

After 14 days, returns cannot be accepted due to the inherent risk of formula degradation. The integrity of lyophilised peptides can be compromised by environmental exposure, and we are unable to verify the condition of returned products beyond this window.

3. How to Request a Return

To initiate a return, please follow these steps:

Email [email protected] with your order number and reason for return.
Our team will review your request and respond within 2 working days.
If approved, we will provide a return address and instructions. Do not send items back without prior authorisation.
Once we receive and inspect the returned item, we will process your refund within 5 working days to your original payment method.

Return postage costs are the responsibility of the customer unless the return is due to an error on our part (e.g. incorrect item dispatched).

4. Product Concerns — Appearance or Quality

Cloudy or discoloured peptide solution? If your reconstituted peptide solution appears cloudy, discoloured, or shows particulate matter, do not use it. Contact us immediately at [email protected] with your order number and a description of the issue. We will investigate and resolve the matter promptly.

Cloudiness in a reconstituted peptide can indicate contamination, degradation, or an issue with the bacteriostatic water used. We take product quality seriously and will work with you to resolve any concerns.

5. Adverse Observations During Research

Unexpected results or side effects during experiments? If you identify unexpected outcomes, side effects, or adverse observations during in-vitro testing or laboratory experiments involving our peptides, please inform us at [email protected].

Reporting unexpected research findings helps us maintain quality standards and improve our products. All reports are treated confidentially. Please include your order number, the compound involved, the concentration used, and a description of the observation.

Reminder: All PGNA Labs products are for in-vitro research use only. They are not approved for human or veterinary use. If any product has been used outside of a controlled laboratory setting, PGNA Labs accepts no liability for any resulting harm.

6. Damaged or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us at [email protected] within 48 hours of delivery with your order number and photographic evidence. We will arrange a replacement or full refund at no additional cost to you.

7. Contact

For all returns, refunds, and product concerns, please contact our support team at [email protected]. We aim to respond to all enquiries within 2 working days.

Returns Policy