Refunds and replacements
What we put right, and how to tell us. Last updated 24 September 2026.
- Arrived damaged
- Replaced, or refunded if it is no longer in stock. Report within 7 days of delivery with photographs of the parcel and the vial.
- Wrong item or size
- Replaced with the correct item. Keep the wrong one sealed; we will tell you whether to return it or dispose of it.
- Wrong item
- If the vial is not the compound or size you ordered, the order is refunded in full on return of the sealed vial, or replaced if you prefer.
- Lost in transit
- Replaced once the carrier confirms the loss, or after 15 business days without a delivery scan, whichever is first.
- Opened, reconstituted or used
- Cannot be returned. Once material has left our custody and been opened, its condition cannot be verified by us or by anyone else.
- Changed your mind
- Sealed, unopened vials can be returned within 14 days of delivery for a refund of the item price. Return shipping is at your cost and the material must arrive sealed.
Refunds are made to the original payment method. Where the order was paid by bank transfer, the refund goes to the sending account and can take up to ten business days to appear.
Where problems and returns go
SB'z Industries LLC
A California limited liability company.
- 01
Report it within seven days
Through the contact page, with the order number, a photo of the vial label, and photographs if anything is damaged. A problem reported inside seven days of delivery is handled under this policy without argument.
- 02
Keep everything
The vial, the packaging and the packing slip, until we tell you what to do with them. A carrier claim needs the box.
- 03
We reply with a decision
Replacement, refund, or a question, usually within one business day. If we need the vial back we send a prepaid label.
Why opened material cannot come back
Lyophilized peptide is hygroscopic and a broken seal starts a clock we cannot see. Material that has been opened, warmed, reconstituted or stored outside the condition on its certificate is no longer the material the certificate describes, and we cannot resell it or verify it. That is the same reason we ask you to let a cold vial reach room temperature before opening it: the seal is the guarantee.
What "wrong item" means
Every vial is labeled with the compound and size. If the label does not match what you ordered, or the vial is not what its product page describes, that is on us. It is the one failure we treat as a full refund on return regardless of anything else.
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