Overview

All sales are final. Aeterna Peptides does not accept customer-initiated returns or exchanges. The only exception is when Aeterna makes an error — shipping the wrong item, or a product arriving damaged. In those cases, we will replace the item or issue a refund.

Eligible Claims (Aeterna Error Only)

We will replace or refund your order only in these cases:

Wrong item shipped
Product arrives damaged

Claim Requirements

To submit a claim:

Provide photographic proof or a written description of the issue
Email your claim, order number, and full name to [email protected]
Claims must be submitted within 7 days of delivery

Claim Review Process

Claims are reviewed within 1–2 business days
Approved replacements are shipped, or refunds issued, within 24 hours of approval
All claim approvals are at the discretion of Aeterna Peptides

Non-Eligible Claims

The following are not eligible for replacement or refund:

Change-of-mind or dissatisfaction purchases
Products that have been opened, altered, combined with another substance, removed from their original condition, improperly stored, contaminated, or otherwise handled after delivery
Claims submitted without required proof
Products improperly stored or handled
Products without proof of purchase
Damage caused after delivery

Important Notice

All products sold by Aeterna Peptides are strictly intended for research purposes only.

We are not responsible for:

Misuse of products
Improper storage
Incorrect handling
Results derived from unauthorized use

Excessive, fraudulent, or suspicious claims may result in denial of future claims and account review.

Need Help?

Contact us at [email protected] for questions about this policy.