Returns & Settlement Policy

Last Updated: May 15, 2026

This policy describes the returns, replacement, and settlement terms applicable to confirmed B2B research-supply purchase orders placed with UAE Peptide Lab Sole Establishment (DED Trade Licence 1564375).

1. All Sales Are Final

Due to the sensitive nature, chain-of-custody requirements, and storage profile of laboratory consumables and research-grade materials, all confirmed and dispatched purchase orders are final. UAE Peptide Lab does not accept returns or issue refunds under general circumstances. Institutional customers are responsible for verifying that the items specified in the purchase order are suitable for their intended research application prior to confirmation.

2. Damaged or Defective Items at Receipt

If a consignment arrives with visible damage, a defective item, or an item that does not match the dispatched purchase order, the receiving institution must notify info@uaepeptidelabs.com within 7 days of carrier handover with:

  • The purchase-order reference.
  • Clear photographs evidencing the issue (carton, inner packaging, and item).
  • A short factual description of the issue.

A replacement, credit note, or settlement adjustment may be issued at the sole discretion of UAE Peptide Lab after review. UAE Peptide Lab reserves the right to request additional documentation, including the institutional chain-of-custody record, before finalising a determination.

3. Incorrect Item Dispatched

If an item dispatched does not correspond to the line on the confirmed purchase order, please notify info@uaepeptidelabs.com within 7 days of carrier handover with photographic evidence. UAE Peptide Lab will arrange dispatch of the correct item at no additional cost to the institutional customer.

4. Specification or Documentation Queries

For queries regarding item appearance, dissolution behaviour, certificate of analysis, or any other technical specification, please contact info@uaepeptidelabs.com with:

  • Photographs of the item in its received state.
  • Details of any reconstitution solvent or laboratory material used.
  • A factual description of the observation.

UAE Peptide Lab will engage on the technical specifics and, where appropriate, may issue a one-time courtesy replacement.

5. Returned Consignments Not Accepted

Physical returns are not accepted. Once items have left the UAE Peptide Lab facility the chain of custody, storage conditions, and integrity cannot be re-verified. Consignments returned without prior written authorisation will not be processed.

6. Customs Seizure or Import-Compliance Issues

The receiving institution is solely responsible for ensuring that the items specified in the purchase order can be lawfully imported into, stored, and used in the destination jurisdiction. UAE Peptide Lab is not liable for consignments that are seized, delayed, refused entry, or confiscated by customs authorities in the destination jurisdiction. No refund, credit, or replacement is issued for customs or import-compliance outcomes.

7. Order Cancellation

Purchase orders may be cancelled in writing to info@uaepeptidelabs.com before dispatch. Once a consignment has been tendered to the carrier the order cannot be cancelled.

8. Settlement of Approved Adjustments

Where a credit, refund, or settlement adjustment is approved under sections 2 or 3, settlement is processed on the same channel used by the institutional customer for the original payment (bank transfer, institutional credit terms, or card settlement, as applicable). Card-settlement refunds typically appear on the institutional statement within 10 to 45 business days depending on the issuing bank and processor. Outbound shipping and handling fees are not refunded.

9. Settlement Channels

UAE Peptide Lab supports bank transfer, institutional credit terms (subject to credit check and signed engagement letter), and recognised card payment for institutional customers. All card transactions are processed through PCI-compliant payment gateways. Card and beneficiary records are maintained in accordance with applicable UAE data-protection legislation.

10. Policy Updates

UAE Peptide Lab reserves the right to update or amend this policy. Updates take effect when posted on this page with a revised effective date. Continued engagement with UAE Peptide Lab following an update constitutes acceptance of the revised policy.

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