Legal

Return & Refund Policy

We want every order to arrive in perfect condition. This policy explains what to do if something goes wrong, and what we can and cannot accept back.

Last updated: October 24, 2026
48 HoursReport a damaged or incorrect order within 48 hours of delivery.
Sealed OnlyOpened, used or tampered products cannot be returned.
Original PaymentApproved refunds go back to the payment method you used.
At WelonPeptide we pack every order carefully and check it before it ships. If something still goes wrong, this policy explains how we will put it right. It applies to all orders placed through welonpeptides.com and should be read together with our Terms and Conditions.

Overview

Because our products are sensitive research materials supplied for laboratory use only, we cannot accept returns once a product has left our control and been opened or used. This protects the integrity of every batch and the safety of everyone who handles our products.

We will, however, always help if your order arrives damaged, incorrect or incomplete. Please follow the steps below so we can resolve it quickly.

All products are for research use only and are not for human or veterinary use.

What We Can and Cannot Help With

We can help with

  • Products that arrive damaged or leaking
  • Items that are incorrect (wrong product or size)
  • Missing items from your order
  • Orders we cancel or cannot fulfil

We cannot accept

  • Opened, used or reconstituted products
  • Products with seals broken or tampered with
  • Items stored or handled incorrectly after delivery
  • Change-of-mind returns after dispatch

How to Report a Problem

  1. Contact us within 48 hours of deliveryMessage us by email, WhatsApp or Telegram using the details at the bottom of this page.
  2. Send your order numberInclude the name and email used on the order so we can find it quickly.
  3. Attach clear photosShow the outer box, the shipping label and the affected product or damage. If an item is missing or wrong, photograph what you received.
  4. Keep all packagingPlease do not discard the box, padding or vial until we have confirmed the outcome, as we may need them for the carrier.
  5. We review and respondOur team checks your report and replies with the outcome. We aim to respond within one business day.

Reports made more than 48 hours after delivery, or without photos, may not be eligible for a replacement or refund.

Our Resolution Options

If we confirm the problem is our responsibility or the carrier’s, we will, at our discretion:

  • Replace the affected item at no extra cost.
  • Correct the order by sending any missing or wrong item.
  • Refund the affected item, or the full order where appropriate.

We may ask you to return the affected item before issuing a replacement or refund. If we do, we will explain how and, where the issue is ours, cover the reasonable return cost.

Refund Process

  • Approved refunds are issued to your original payment method.
  • We will confirm by email when your refund has been issued.
  • The time it takes to appear in your account depends on your bank, card provider or payment service, and is outside our control.
  • Original shipping charges are refunded only where the order was incorrect or damaged through our error or in transit, or where the whole order is refunded.

Order Cancellations

If you need to change or cancel an order, contact us as soon as possible. Orders are normally dispatched within 48 business hours, so if your order has not yet shipped we will usually be able to cancel it and refund you in full. Once an order has been dispatched, it can no longer be cancelled and falls under the rules above.

We may also cancel an order ourselves, for example because of a stock or pricing error, a payment problem or a legal restriction. In that case you will receive a full refund.

Shipping Issues, Delays and Customs

  • Delayed orders: if your tracking has not updated for several days, contact us and we will check with the carrier.
  • Lost parcels: if a parcel is confirmed lost in transit, we will replace or refund it.
  • Customs and import rules: you are responsible for making sure the products can legally be imported where you live. We are not responsible for parcels held, seized, delayed or returned by customs or other authorities, and refunds are not available for these cases.
  • Wrong address: we cannot refund or resend orders that were delivered to an incorrect address provided by you.

Storage and Handling After Delivery

Once your order is delivered, it is your responsibility to store and handle the products correctly. Please check your parcel when it arrives and store lyophilized material according to the guidance supplied with your order. We cannot offer refunds or replacements for products that have been damaged or degraded through storage or handling after delivery.

Changes to This Policy

We may update this Return and Refund Policy from time to time. The version in force when you place your order is the one that applies to that order. The “Last updated” date at the top of this page shows when it was last changed.

Contact Us

To report a problem or ask about this policy, please contact us. Remember to include your order number and photos:

Telegram@welon001

Support hours: Monday to Saturday, 9am to 5pm.