Xcel Peptides Return Policy & Refunds
Xcel Peptides handles returns and refunds carefully because our products are specialized chemical reference materials for laboratory research. This policy explains when a return, replacement, or refund may be available and how to submit a request.
Research-Use-Only Products
All products sold by Xcel Peptides are intended solely for in-vitro laboratory research. They are not drugs, foods, dietary supplements, cosmetics, or medical devices. They are not for human or veterinary use and may not be administered to humans or animals.
Because these materials require proper handling, we may limit returns for opened, reconstituted, improperly stored, or misused products. Customers accept responsibility for safe handling, storage, use, and disposal according to applicable laws.
When You Can Request a Return
You may request a return, replacement, or refund if:
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You received the wrong product.
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Your order arrived damaged.
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An item is missing from your package.
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You received an incorrect quantity.
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The product arrived defective or did not match your order.
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A shipping error occurred on our side.
When Returns May Not Be Accepted
We may decline a return or refund request when:
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The request is submitted after the stated return window.
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The product was opened, reconstituted, or used.
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The product was stored improperly after delivery.
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The damage resulted from incorrect handling by the customer.
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The customer used the product outside its research-use-only purpose.
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The order was delivered successfully, and the issue is a change of mind without an approved return authorization.
How to Request a Return or Refund
Follow these steps to request support:
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Log in to your Xcel Peptides account.
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Open your order history and locate the affected order.
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Contact our support team within the stated return window.
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Provide your order number, product name, and a clear description of the issue.
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Include photos or videos of the package, product, shipping label, and any damage.
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Wait for return instructions before sending anything back.
Do not return a product without approval. Unauthorized returns may not be processed.
Return Window
Please contact customer support within 7 days of delivery for damaged, incorrect, missing, or defective items. Requests submitted after this period may not qualify for a return, replacement, or refund.
Refund Processing
Once we approve a refund, we will process it through the original payment method. Refund timing depends on your bank or payment provider. In many cases, refunds appear within 1-5 business days after approval.
Shipping fees may be non-refundable unless the return results from our error, such as a damaged, incorrect, or missing item.
Damaged or Missing Packages
If your package arrives damaged, take photos before opening it if possible. Then contact our support team with your order number and evidence. If items are missing, check all packaging materials first, then contact us promptly so we can investigate with the carrier.
Order Cancellations
We may accept cancellation requests only before an order enters processing or shipping. Once an order ships, it may no longer be eligible for cancellation. Contact us as soon as possible if you need to change or cancel an order.
Contact Support
For return, refund, replacement, or delivery questions, contact Xcel Peptides through our contact information provided. Include your order number and supporting photos to help us resolve your request faster.
