1. Damaged or Incorrect Shipments
If your order arrives damaged, incomplete, or does not match the specification you ordered, contact us within 7 days of delivery with your order reference and clear photographs of the outer packaging, the vials, and any visible damage. We will arrange a replacement shipment or a refund.
2. Documentation Mismatch
If the material you receive does not match the batch documentation supplied — for example the lot number on the vial does not correspond to the Certificate of Analysis — notify us immediately. We treat documentation integrity as a critical issue and will investigate the batch record and replace the material.
3. Lost or Delayed Shipments
All shipments are dispatched with tracking. If tracking shows no movement for an extended period or the parcel is confirmed lost in transit, we will re-ship or refund once the carrier investigation concludes. Customs delays outside our control are not treated as lost shipments.
4. Custom Synthesis Orders
Custom synthesis projects are non-refundable once production has commenced, as the material is manufactured specifically to your sequence and specification. If the delivered material fails to meet the agreed purity specification stated in the project scope, we will re-synthesise or refund.
5. Storage After Delivery
Peptide stability depends on correct storage. Once a shipment has been delivered and signed for, responsibility for maintaining the stated storage conditions (typically 2–8°C or -20°C, protected from light) passes to the recipient. Degradation resulting from improper storage after delivery is not covered.
6. Opened or Reconstituted Material
For sterility and safety reasons, vials that have been opened, reconstituted, or otherwise handled cannot be returned. Report any issue before breaking the seal wherever possible.
7. How to Start a Claim
Send your order reference, a description of the issue, and supporting photographs to info@hui-peptide.shop, or message us on WhatsApp at +852 9487 6553. Claims are typically acknowledged within 12 hours on business days.
8. Refund Processing
Approved refunds are returned through the same channel used for the original payment. Processing time depends on the settlement method agreed at order time.