Return and Refund Policy

Due to the nature of our research-use products and their specific storage, handling, hygiene, integrity, and chain-of-custody requirements, all sales are final.

Once a product leaves our controlled possession, we cannot verify how it has been transported, stored, handled, opened, or maintained. Therefore, ONE Peptides does not accept returns or offer refunds, exchanges, or store credit for change-of-mind purchases or ordering errors.

This applies even if a product remains unopened, unused, or in its original packaging, except where a remedy is expressly required under applicable law or provided under this Policy.

Orders cannot normally be cancelled once submitted.

If you contact us immediately after placing an order and before it enters processing or dispatch, we may consider a cancellation request. Cancellation requests are not guaranteed and remain subject to the status of the order.

Once an order has entered processing, packaging, or dispatch, it cannot be changed or cancelled.

If ONE Peptides cancels an order before dispatch because a product is unavailable, verification cannot be completed, payment cannot be accepted, the order cannot lawfully be fulfilled, or for another operational or compliance reason, any amount successfully collected for the cancelled items will be returned to the original payment method.

If a product arrives visibly damaged, materially defective, leaking, or with a broken or compromised seal, you must contact ONE Peptides in writing within 72 hours of delivery.

Your claim must include:

• Your order number
• A clear description of the issue
• Photographs or video of the outer delivery packaging
• Photographs of the shipping label
• Photographs or video clearly showing the affected product
• Any relevant information supplied by the courier

You must retain the product, its original packaging, and all delivery materials until the assessment has been completed. Do not open, alter, discard, handle unnecessarily, or otherwise interfere with the affected product.

Submitting a claim does not guarantee that it will be accepted. ONE Peptides may request further evidence or arrange an inspection before determining whether the product was damaged or defective at the time of delivery.

Claims submitted after 72 hours or without sufficient supporting evidence may be rejected where permitted by law.

If you receive a product different from the product stated in your order confirmation, or an item is missing from your delivery, contact us within 72 hours of delivery.

You must provide your order number, photographs of the products received, the outer packaging, the shipping label, and any other information reasonably required to assess the claim.

An incorrectly supplied product must remain unopened, unused, and in its original packaging. Do not return any product unless ONE Peptides provides written return instructions.

If ONE Peptides verifies that a product was damaged, materially defective, incorrectly supplied, or omitted from an order before delivery, we will provide an appropriate remedy in accordance with applicable law.

Depending on the circumstances, the remedy may include:

• Replacing the affected product
• Supplying a missing product
• Issuing store credit
• Refunding the amount paid for the affected product to the original payment method

Delivery charges will only be refunded where required by applicable law or where the entire order is confirmed to have been incorrectly fulfilled by ONE Peptides.

Any replacement offered under this section is a remedy for a verified fulfilment issue and is not a voluntary product exchange.

If an order has not arrived within the estimated delivery timeframe, contact us so that we can investigate the shipment.

ONE Peptides is not responsible for failed delivery resulting from an incorrect or incomplete address, unavailable recipient, denied access, failure to complete required verification, refusal of delivery, or use of an unauthorised freight-forwarding or reshipping service.

If an investigation confirms that an order was not delivered for reasons not attributable to the customer, ONE Peptides will provide an appropriate remedy as required by applicable law.

ONE Peptides does not offer a return, refund, exchange, replacement, or store credit for:

• A change of mind
• Ordering the wrong product or quantity
• Misreading a product description, specification, research category, storage requirement, or intended research context
• Failure to review an order before completing checkout
• Products that are no longer wanted or required
• Products that have been opened, used, altered, contaminated, or damaged
• Products with broken or removed seals after delivery
• Products stored or handled contrary to the label or supplied instructions
• Damage caused after delivery
• Normal or minor variations in packaging or product appearance that do not constitute a defect
• Delivery delays outside our reasonable control
• Failed delivery caused by inaccurate or incomplete customer information
• Refusal or failure to accept delivery
• Failure to complete required age, identity, or purchaser verification
• Products transferred, reshipped, exported, or delivered outside the UAE after their original delivery
• Claims submitted outside the stated reporting period, where rejection is permitted by law
• Claims submitted without sufficient evidence
• Any use inconsistent with the product label, Research-Use Only Policy, or other applicable ONE Peptides policies

Do not send or return any product to ONE Peptides without prior written authorisation and return instructions.

Unauthorised returns will not be accepted or processed and will not qualify for a refund, exchange, replacement, or store credit. Due to product-integrity and chain-of-custody requirements, products returned without authorisation may be safely retained or disposed of.

ONE Peptides is not responsible for the cost, loss, or condition of an unauthorised return.

Where a refund is approved under this Policy or required by applicable law, it will be issued to the original payment method.

Approved refunds are generally initiated within 14 business days. Additional time may be required for the funds to appear in your account depending on your bank, card issuer, or payment provider.

Original delivery charges and other fees are non-refundable unless ONE Peptides confirms otherwise or a refund is required by applicable law.

If you believe you have been charged incorrectly or have a legitimate issue with an order, contact ONE Peptides before initiating a chargeback or payment dispute so that we have an opportunity to investigate and resolve the matter.

We may provide order confirmations, verification records, delivery records, correspondence, and other relevant transaction information to payment providers when responding to a chargeback or suspected fraudulent dispute.

ONE Peptides products are supplied strictly for research use only and are not for human consumption.