Returns & Refund Policy
What qualifies for a return, how to file a claim, and how quickly we resolve it - for research-grade orders under strict chain-of-custody.
Last updated: July 6, 2026
Eligibility
Due to the nature of research-grade peptides and the strict chain-of-custody requirements necessary to ensure compound integrity, returns are accepted only under the circumstances below.
Eligible
- Defective product: The compound does not meet the specifications stated on its Certificate of Analysis.
- Shipping damage: The product was visibly damaged during transit (broken vials, compromised seals, etc.).
- Incorrect product: You received a different compound than what was ordered.
- Missing items: Your order arrived incomplete.
Not Eligible
- Products that have been opened, reconstituted, or used.
- Orders placed in error (wrong compound, wrong quantity) - please verify your order carefully before submitting.
- Products that were stored improperly after delivery (e.g., left open, wet, or in direct sunlight rather than sealed and dry as the COA specifies).
- Custom synthesis orders (these are made to order and non-refundable).
How to File a Claim
- 1
File your claim
Email us within 14 days of delivery at support@nulumin.org with the details below.
- 2
We review
Claims are reviewed and approved typically within 3 business days.
- 3
Resolution
Choose a replacement shipment, a full refund, or store credit.
What to include
- Your order number and the specific product(s) in question.
- A description of the issue.
- Photographs of any visible damage to packaging or product.
- If claiming a purity discrepancy: independent analytical data (HPLC chromatogram, mass spectrum) from a qualified laboratory.
| Stage | Timing |
|---|---|
| 1Claim submitted | Within 14 days of delivery |
| 2Reviewed & approved | Typically 3 business days |
| 3Resolution issued | Refund within 10 business days (or replacement shipped / store credit) |
Resolution
Once your claim is reviewed and approved (typically within 3 business days), we will offer one of the following at your choice:
- Replacement shipment at no additional cost.
- Full refund to the original payment method within 10 business days.
- Store credit equal to the order value plus 10% bonus.
Cancellations
Orders may be cancelled for a full refund if the cancellation request is received before the order has been shipped. Once an order is in transit, it cannot be cancelled - you may file a return claim after delivery if applicable.
Chargebacks & Disputes
If something went wrong with your order, contact us before involving your bank - it is genuinely the faster path. We review claims within 1 business day and issue approved refunds to your original payment method, usually well before a bank dispute would even be assigned a case number. A chargeback typically takes 60–90 days to resolve and freezes the amount for both of us while it’s open.
- Talk to us first. By placing an order you agree to contact customer support and give us a reasonable opportunity to resolve any issue before filing a payment dispute or chargeback.
- If you dispute a legitimate charge, we respond with our records: your order confirmation, the research-use attestation accepted at checkout, batch documentation, and carrier delivery confirmation. Accounts with a dispute filed against a delivered, as-described order are suspended from future purchases while the dispute is open.
- Already filed one?Email us anyway. If we resolve the issue directly, you can withdraw the dispute with your bank and you’ll have your refund sooner.
Start a return or refund
Have an issue with an order? Reach the team and we'll get it resolved - faster than any bank dispute.
Gather your details
Your order number, a description of the issue, and photos of any visible damage.
File within 14 days
Send it over within 14 days of delivery and we review, typically within 3 business days.
Choose your resolution
Replacement, full refund, or store credit - your choice once approved.
Or email support@nulumin.org - we respond Monday–Friday, 9 AM – 6 PM PT.