Refund policy

1. Eligible Returns

We will consider refunds or replacements in the following circumstances:

Damaged Products: Items damaged during shipping (must be reported within 48 hours of delivery with photographic evidence)
Wrong Product Shipped: We shipped an incorrect item (must be reported within 48 hours of delivery)
Quality Issues: Product does not match the specifications listed on the Certificate of Analysis (must provide independent testing results)
Temperature Excursion: Documented temperature-controlled shipping failure during transit
Missing Items: Items from your order are missing from the delivered package (must be reported within 48 hours)
Defective Packaging: Tamper seal broken or compromised upon arrival

2. Non-Refundable Conditions

The following situations are not eligible for refund:

Products that have been opened, used, reconstituted, or removed from tamper-sealed packaging
Products stored improperly after delivery (not refrigerated at 2-8°C as specified)
Change of mind, buyer's remorse, or no longer needed for research
Delayed delivery due to incorrect or incomplete shipping address provided by customer
Reconstitution Water (non-refundable supply item)
Orders placed more than 30 days ago
Customs or import delays on international (EU) orders
Products seized by customs authorities (buyer assumes risk for international orders)
Adverse research results or products not meeting subjective expectations
Any damage, injury, illness, adverse reaction, hospitalisation, disability, or death resulting from consumption, ingestion, injection, inhalation, topical application, or any other in-vivo administration of the product to humans or animals — such uses are strictly prohibited and expressly excluded from any refund, replacement, or compensation claim.
Products that have been repackaged, relabelled, reconstituted, diluted, blended, or otherwise altered by the buyer or any third party.
Seizures by law-enforcement or regulatory authorities arising from misuse, illegal possession, or unlawful administration of the product.
Claims brought more than 48 hours after delivery for damage, shortage, or wrong-item issues.

3. Return Process

To initiate a return or refund request, follow these steps:

Contact us within 48 hours of delivery
Provide your order number, the affected product(s), and a detailed description of the issue
Include clear, high-resolution photographs showing damage, discrepancies, or defects
Our team will review your claim within 2 business days and respond with a determination
If approved, we will provide return shipping instructions (if applicable) or issue a replacement/credit

Important: Do not return products without prior authorization. Unauthorized returns will not be processed or refunded. All returned items must be in their original, sealed packaging.

4. Replacement vs. Refund

Depending on the situation, we may offer one or more of the following resolutions:

Replacement Shipment: Preferred for damaged or incorrect products — shipped at no additional cost via the same shipping method
Full Refund: When a replacement is not available or feasible
Partial Refund: For cases where only part of the order is affected
Store Credit: May be offered as an alternative with a 10% bonus value

The resolution method is at Tru Med Peptides' sole discretion based on the nature of the issue and available inventory.

5. Refund Timeline

Once a refund has been approved, processing follows this timeline:

Claim Review: Within 2 business days of submission
Refund Processing: 5-7 business days after approval
Bank/Card Statement: Additional 3-5 business days depending on your financial institution

Refunds will be issued to the original payment method. We cannot issue refunds to alternative payment methods, bank accounts, or third parties.

6. Order Cancellations

Orders may not be cancelled once they have been paid for and have been dispatched. To cancel, contact us immediately with your order number and "CANCEL" in the subject line.

Orders that have already been shipped cannot be cancelled and are subject to the standard return and refund policy above.

7. Dispute Resolution

We strive to resolve all disputes directly with you. If you are unsatisfied with the outcome of a refund request:

Email trumedpeptides@gmail.com with the subject line "Dispute Escalation" and include all relevant documentation
A senior team member will review your case within 5 business days
We will provide a final determination in writing

If a resolution cannot be reached, disputes will be handled in accordance with the governing law provisions in our Terms of Service.