Refund & Return Policy
Refund and return terms for wholesale and retail orders. Select the section that applies to your purchase.
Wholesale policies
Change of mind
Wholesale orders cannot be returned for over-ordering, a change of preference, or personal dissatisfaction after fulfillment. This is not a satisfaction or personal-results guarantee. Reports of a possible product defect will still be reviewed under the applicable quality terms. The damage, missing-item, delivery and quality exceptions below still apply.
Cosmetic appearance and label quality
Cosmetic imperfections or label-quality issues alone do not qualify for a refund. This includes label alignment, wrinkles, minor scuffs, and cosmetic differences in vial or cap appearance. This does not affect claims for cracked vials, incorrect or unidentifiable products, or other qualifying product-quality issues covered by this policy.
Cracked vials and missing items
We refund the full price paid for each cracked vial or missing item, plus applicable tax. A problem with one item does not automatically qualify the rest of the order for a refund. Keep the remaining products and packaging available for review.
Reconstitution issues
Cloudiness alone does not automatically qualify a product for a refund and does not establish low purity or underfill. For orders placed on or after October 20, 2026, cloudiness-related refund claims require a vial from the same batch as the affected product to be submitted for testing at a preapproved laboratory. Testing arrangements must be agreed with PeptideGo in writing before any vial is sent. We agree on the product, batch, sampling plan, suitable test method, laboratory and budget in advance. A purity result alone may not establish the cause of cloudiness; the testing must be suitable for the reported issue. If the agreed testing confirms a qualifying product defect, we refund the affected products and applicable tax and reimburse the agreed laboratory fee after receiving the authentic report and proof of payment. For other reconstitution issues, a verified issue qualifies the affected vial for a full refund, plus applicable tax. To open a reconstitution claim, contact us within 30 days of delivery. The BAC water used must be PeptideGo BAC water or Hospira/Pfizer BAC water. Provide the product and batch details, the water brand and batch details, and photos or video showing the issue. Retain the vial and water for review; contact us before returning anything. These requirements do not reduce earlier written commitments or rights that cannot legally be excluded.
Underfill and overfill
An overfill alone does not qualify for a refund. A verified quantitative laboratory result showing 10% or more below the labelled quantity qualifies for an underfill refund. For example, a vial labelled 10 mg qualifies at 9 mg or less. Powder appearance and purity percentage alone do not establish the quantity in a vial.
Purity guarantee
Wholesale products must test at >= 98% purity, excluding HCG and IGF-1 LR3. If testing arranged with PeptideGo in advance confirms purity below 98%, we refund the full price paid for all 10 vials in the kit tested, plus applicable tax, and reimburse the agreed laboratory fee. The refund covers that tested 10-vial kit, not other kits or the entire order. We cover any required return shipping for the remaining vials from that kit. Samples consumed during the agreed test do not need to be returned.
Accepted laboratory reports
Our preapproved laboratories are Chromate, FreedomLab, VialTests.ca, Testides and Janoshik. Other laboratories require written approval from PeptideGo on a case-by-case basis before samples are submitted. We accept authentic reports that identify the submitted product, strength and batch. For a cloudiness claim, the tested vial must come from the same batch as the affected product. The test method must be suitable for investigating the reported issue, including purity or quantity where applicable. Testing results apply to the material tested; purity or quantity results do not establish sterility or suitability for human use.
Testing claims and costs
Laboratory testing must be planned with PeptideGo in writing before samples are submitted. We agree on the product, batch, sampling plan, test method, laboratory and testing budget in advance. If the agreed testing confirms a qualifying underfill or purity failure, we refund the products confirmed to be affected and reimburse the agreed laboratory fee after receiving the authentic report and proof of payment. The affected quantity and any return arrangements are documented as part of the claim. Testing booked without prior agreement is not automatically eligible for reimbursement. Unrelated products are not included in the refund.
When to report a claim
Report visible product issues, cracked vials and missing items within 48 hours of delivery. Report other product or quality claims within 30 calendar days of delivery. Open a testing claim within that 30-day period even if the laboratory report is still pending; we will confirm arrangements for supplying it. For a shipment that never arrives, contact us using the delivery terms below; its claim period does not depend on a delivery that has not occurred.
Missing shipments and overdue dispatch
If your shipment is confirmed lost or undelivered, you are entitled to a full refund for the undelivered goods. If five business days have passed after the delivery estimate confirmed on your final quote and we cannot provide both valid tracking and evidence of carrier acceptance, you may request a full refund for the unshipped goods. Creating a label alone does not count as handing a shipment to the carrier.
* Delivery estimates are based on when payment is received and confirmed. If payment is received later than assumed in your quote, the estimated delivery date shifts accordingly. The five-business-day period for overdue dispatch is measured from that adjusted delivery estimate. Business days are Monday through Friday, excluding public holidays.
Carrier delays
We ship domestically within Canada. If the carrier delays a shipment after accepting it, contact us and we will work with the carrier to get it to you as soon as possible or work with you toward a refund resolution. A carrier delay is different from an order that has not been handed to the carrier.
Signature delivery
All wholesale shipments require a signature. Once you or your authorized recipient signs for and accepts the shipment at the correct delivery address, you are responsible for its safekeeping. A disputed signature or delivery to the wrong address will be investigated. Signing does not waive claims for concealed damage, missing contents or qualifying quality issues.
Incorrect addresses and unclaimed parcels
You are responsible for entering a complete and correct delivery address. Contact us immediately if it needs correcting. If a parcel is returned because of an incorrect address, we will arrange reshipping to the corrected address once it is back with us. Any additional reshipping charges will be confirmed before dispatch. If a parcel is refused or unclaimed, contact us to arrange its return and discuss reshipping or refund eligibility; refusal or failure to collect does not itself qualify as a lost shipment.
Returns at our expense
For an approved refund claim involving a product issue, we cover the return shipping for the affected products and provide a prepaid label or agreed return arrangements. Contact us before sending anything back. Do not mail cracked glass or leaking vials without our return instructions. Missing items and samples consumed during agreed laboratory testing cannot be returned and do not require a physical return.
How refunds are handled
Email support@peptidego.ca with your order number, affected items, a description of the issue and relevant photos, batch details or laboratory report. We will confirm any return requirements and the refund amount and processing timeframe in writing. Refunds cover the full price paid for approved affected products and applicable tax. If the entire shipment qualifies for a refund, we also refund the original shipping charge; partial item claims do not automatically refund the whole shipping charge. Refunds go to the original payment method where possible, or another method agreed with you.
Effective date and existing orders
These wholesale terms take effect on September 29, 2026 for orders placed on or after that date. They do not reduce commitments already agreed in writing for earlier orders or remove rights that cannot legally be excluded.
Retail policies
Final sale and change of mind
Retail orders are final after shipping for over-ordering, a change of preference, or personal dissatisfaction. This is not a satisfaction or personal-results guarantee. Opened or used products are not eligible for a change-of-mind return, but opening or using a product does not by itself exclude a qualifying product-quality claim. Reports of a possible defect will be reviewed under the quality terms below.
Cosmetic appearance and label quality
Cosmetic imperfections or label-quality issues alone do not qualify for a refund. This includes label alignment, wrinkles, minor scuffs, and cosmetic differences in vial or cap appearance. This does not affect claims for cracked vials, incorrect or unidentifiable products, or other qualifying product-quality issues covered by this policy.
Cracked vials and missing items
We refund the full price paid for each cracked vial or missing item, plus applicable tax. A problem with one item does not automatically qualify the rest of the order for a refund. Keep the remaining products and packaging available for review.
Reconstitution issues
Cloudiness alone does not automatically qualify a product for a refund and does not establish low purity or underfill. For orders placed on or after October 20, 2026, cloudiness-related refund claims require a vial from the same batch as the affected product to be submitted for testing at a preapproved laboratory. Testing arrangements must be agreed with PeptideGo in writing before any vial is sent. We agree on the product, batch, sampling plan, suitable test method, laboratory and budget in advance. A purity result alone may not establish the cause of cloudiness; the testing must be suitable for the reported issue. If the agreed testing confirms a qualifying product defect, we refund the affected products and applicable tax and reimburse the agreed laboratory fee after receiving the authentic report and proof of payment. For other reconstitution issues, a verified issue qualifies the affected vial for a full refund, plus applicable tax. To open a reconstitution claim, contact us within 30 days of delivery. The BAC water used must be PeptideGo BAC water or Hospira/Pfizer BAC water. Provide the product and batch details, the water brand and batch details, and photos or video showing the issue. Retain the vial and water for review; contact us before returning anything. These requirements do not reduce earlier written commitments or rights that cannot legally be excluded.
Underfill and overfill
An overfill alone does not qualify for a refund. A verified quantitative laboratory result showing 10% or more below the labelled quantity qualifies for an underfill refund. For example, a vial labelled 10 mg qualifies at 9 mg or less. Powder appearance and purity percentage alone do not establish the quantity in a vial.
Purity guarantee
Retail products must test at >= 98% purity, excluding HCG and IGF-1 LR3. If testing arranged with PeptideGo in advance confirms purity below 98%, we refund the full price paid for the affected retail vial or vials confirmed by the agreed sampling plan, plus applicable tax, and reimburse the agreed laboratory fee. For a 10-vial kit sold as a kit, the refund covers all 10 vials in the kit tested. Other kits and unrelated products are not automatically included. We cover any required return shipping. Samples consumed during agreed testing do not need to be returned.
Accepted laboratory reports
Our preapproved laboratories are Chromate, FreedomLab, VialTests.ca, Testides and Janoshik. Other laboratories require written approval from PeptideGo on a case-by-case basis before samples are submitted. We accept authentic reports that identify the submitted product, strength and batch. For a cloudiness claim, the tested vial must come from the same batch as the affected product. The test method must be suitable for investigating the reported issue, including purity or quantity where applicable. Testing results apply to the material tested; purity or quantity results do not establish sterility or suitability for human use.
Testing claims and costs
Laboratory testing must be planned with PeptideGo in writing before samples are submitted. We agree on the product, batch, sampling plan, test method, laboratory and testing budget in advance. If the agreed testing confirms a qualifying underfill or purity failure, we refund the products confirmed to be affected and reimburse the agreed laboratory fee after receiving the authentic report and proof of payment. The affected quantity and any return arrangements are documented as part of the claim. Testing booked without prior agreement is not automatically eligible for reimbursement. Unrelated products are not included in the refund.
When to report a claim
Report visible product issues, cracked vials and missing items within 48 hours of delivery. Report other product or quality claims within 30 calendar days of delivery. Open a testing claim within that 30-day period even if the laboratory report is still pending; we will confirm arrangements for supplying it. For a shipment that never arrives, contact us using the delivery terms below; its claim period does not depend on a delivery that has not occurred.
Returns at our expense
For an approved refund claim involving a product issue, we cover the return shipping for the affected products and provide a prepaid label or agreed return arrangements. Contact us before sending anything back. Do not mail cracked glass or leaking vials without our return instructions. Missing items and samples consumed during agreed laboratory testing cannot be returned and do not require a physical return.
How refunds are handled
Email support@peptidego.ca with your order number, affected items, a description of the issue and relevant photos, batch details or laboratory report. We will confirm any return requirements and the refund amount and processing timeframe in writing. Refunds cover the full price paid for approved affected products and applicable tax. If the entire shipment qualifies for a refund, we also refund the original shipping charge; partial item claims do not automatically refund the whole shipping charge. Refunds go to the original payment method where possible, or another method agreed with you.
Effective date and existing orders
These retail quality guarantees take effect on September 29, 2026 for orders placed on or after that date. They do not reduce commitments already agreed for earlier orders or remove rights that cannot legally be excluded.
Before fulfillment starts
If you need to cancel or correct an order, contact us as soon as possible. Once the order is packed, labeled, or shipped, changes may no longer be possible.
Carrier and address issues
We are not responsible for delays caused by carriers, weather, service interruptions, or incorrect/incomplete shipping details entered at checkout.
Approved returns
If a return is approved by support, we will provide the next steps. Items sent back without approval may not be eligible for a refund or replacement.
Payment disputes
Please contact support before opening a chargeback or payment dispute. We can usually resolve order issues faster directly, and abusive disputes may lead to account restrictions.
Questions?
Email support@peptidego.ca before ordering if you are unsure whether your situation would qualify.