Effective September 25, 2026
1. Order changes and cancellations
A cancellation or edit may be approved only when support receives the request before the order has entered packing, fulfillment, or dispatch. Sending a request does not guarantee that it can be completed. If a pre-fulfillment cancellation is approved, any refund required will be returned through an available method after transaction review.
2. No returns, exchanges, or change-of-mind refunds
We cannot verify temperature exposure, storage, handling, contamination, tampering, or chain of custody after a research product leaves our control. For safety and quality-integrity reasons, shipped or fulfilled products cannot be returned to inventory. Do not mail or courier any item back without written authorization; unauthorized returns may be refused and are not eligible for credit.
3. Damaged parcels, missing contents, or wrong items
If an order arrives damaged, incomplete, or different from the order confirmation, contact info@cellugenixpeptides.io within 24 hours of recorded delivery. Include:
- Order number and delivery address.
- A clear description of the issue.
- Photos of the exterior package, shipping label, internal packaging, and affected product.
- An unboxing video, if available.
Keep all packaging and products until the review is complete. Once verified, Cellugenix may provide a replacement, store credit, or another remedy appropriate to the issue and required by applicable law. The 24-hour reporting request helps us investigate carrier and fulfillment issues; it does not limit any non-waivable legal right.
4. Delivery and address issues
Customers are responsible for providing a complete and accurate delivery address and for monitoring tracking. Orders returned, delayed, seized, refused, or destroyed because of an incorrect address, failure to collect, destination restrictions, customs action, or the customer’s failure to meet import requirements are not automatically eligible for replacement or refund. Contact support and we will review the circumstances and any carrier documentation.
5. Product appearance, handling, and storage
Minor cosmetic differences in packaging do not constitute a defect. Claims arising from improper storage, handling, reconstitution, contamination, use outside the product documentation, or use after delivery are not eligible for a return or refund.
6. Payment disputes
Please contact support before starting a payment dispute so we can review payment status, delivery records, or an incorrect order. Fraudulent or abusive disputes may result in account restrictions. Nothing in this policy removes rights provided by a payment provider or applicable law.
7. Mandatory legal rights
This policy does not exclude remedies that cannot lawfully be excluded, including rights that may apply to non-delivery, misrepresentation, unauthorized transactions, or goods that are materially different from what was ordered. Where this policy conflicts with a mandatory consumer-protection law, that law controls.
8. Contact support
Email info@cellugenixpeptides.io with your order number and the subject “Order Issue,” or use our contact page.
