Refund policy

Refund & Return Policy

Last updated: September 22, 2026

All sales are final

We do not accept returns, exchanges, or cancellations after dispatch, and we do not offer refunds for change of mind, ordering the wrong product, or no longer wanting the material.

This is not a commercial preference. Our products are sterile, sealed laboratory materials. Once a vial leaves our custody we cannot verify how it was stored, handled, or transported, and it can never be returned to saleable stock. Please confirm the product, the mass, and the quantity before completing your order.

What we will not accept under any circumstances

Any vial whose tamper seal has been broken or whose stopper has been punctured.
Any product that has been reconstituted, decanted, repackaged, or relabelled.
Any product that has been held outside the storage conditions stated on its product page.
Opened bacteriostatic water, diluents, or other consumables.
Any product returned to us without our prior written agreement.

Material in these categories cannot be restocked, will not be refunded, and will not be returned to you.

Damaged or incorrect orders

The one exception is an order that arrives damaged or incorrect. These are assessed individually, case by case, and any resolution is granted at our sole discretion.

The order is incorrect — you received the wrong product, the wrong mass, or the wrong quantity; or
The product arrived damaged — a cracked vial, a broken seal, a compromised stopper, or visible loss of the lyophilized cake.

Email support@vitallabspeptides.com with your order number and clear photographs of the outer packaging, the inner packaging, and the vial itself, including any visible damage. We cannot assess a claim without photographs.

Where a claim is accepted, we will either replace the item or refund it. Which remedy applies is our decision, made case by case. We do not require you to return damaged material, and where we do request a return we cover the cost. Claims raised more than 7 days after delivery will not be considered.

Orders that do not arrive

If tracking shows no movement for 10 business days after dispatch, contact us and we will open a trace with the carrier. Parcels confirmed lost in transit are replaced or refunded in full.

Parcels that tracking shows as delivered, and parcels returned to us because an incorrect or incomplete address was entered at checkout, are the buyer's responsibility. We will re-ship at your cost.

Cancellations

An order can be cancelled at no charge at any time before it is dispatched. Once a shipping label has been generated the order cannot be cancelled and this policy applies in full.

How refunds are issued

Approved refunds are returned by the same method the payment was received — by Interac e-Transfer, or to the originating wallet address for cryptocurrency payments — within 5 to 10 business days of approval.

Cryptocurrency refunds are issued for the dollar value of the order at the time of purchase, not the quantity of tokens sent. Network fees are deducted from the amount returned. We are not responsible for any change in token value between purchase and refund.

Original shipping charges are refunded only where the fault was ours.

Your legal rights

Nothing in this policy limits or excludes any right you have under applicable Canadian federal or provincial consumer protection legislation. Where this policy conflicts with a right that cannot lawfully be excluded, that right applies.