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 following circumstances:
- 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.
How to File a Claim
Contact us within 14 days of delivery at support@nulumin.org with:
- 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.
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.
Non-Returnable Items
We cannot accept returns for:
- 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 at room temperature when COA specifies -20°C storage).
- International orders refused or confiscated by customs.
- Custom synthesis orders (these are made to order and non-refundable).
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.
Contact
For return or refund inquiries, email support@nulumin.org. We respond Monday–Friday, 9 AM – 6 PM EST.