Refund policy

1. RETURN AND REFUND POLICY

Refund and Returns Policy

PeptideIQ SA Refund and Returns Policy

PeptideIQ SA supplies research-grade peptide compounds for laboratory and research purposes only. Due to the nature of these products, cold-chain temperature-sensitive compounds supplied under strict research-use conditions, we are unable to accept returns or issue refunds on products that have been received, opened, unsealed, tampered with or removed from their cold-chain packaging.

Please read this policy carefully before placing your order.

1. No returns on received research compounds

We do not accept returns, exchanges or refunds for:

  • Products that have left our cold-chain dispatch facility
  • Opened, unsealed or tampered products
  • Products with damaged or removed seals
  • Products that have been stored incorrectly after delivery
  • Products returned without original packaging and labelling
  • Change-of-mind purchases after dispatch
  • Orders placed incorrectly by the customer
  • Digital guides, research protocols or downloadable resources once delivered

Research peptide compounds cannot be restocked, re-tested or resold once they have left our controlled cold-chain environment.

2. Damaged, incorrect or defective orders

We will assist if your order arrives:

  • Damaged in transit
  • Defective or compromised
  • Expired at the point of dispatch
  • Incorrectly supplied (wrong compound or concentration)
  • Missing an item from your order
  • Materially different from what you ordered

You must contact us within 24 hours of delivery with:

  • Your order number
  • Photos of the outer packaging and courier packaging
  • Photos of the product(s)
  • Photos of batch and expiry details
  • A short description of the issue

Contact: forgeperformancesa@gmail.com

Once reviewed, we may offer one of the following at our discretion:

  • Replacement dispatch
  • Store credit
  • Refund where required by applicable law
  • Corrected item dispatch

This does not limit any rights you may have under the South African Consumer Protection Act (CPA).

3. Incorrect address or failed delivery

Please ensure your delivery address, contact number and email address are correct before checkout. Cold-chain compounds that fail to deliver on the first attempt may be compromised.

We are not responsible for delays, failed deliveries or temperature compromise caused by:

  • Incorrect or incomplete delivery address
  • Unavailable recipient at time of delivery
  • Wrong contact number
  • Failure to answer courier calls or notifications
  • Access issues at estates, complexes or business premises

If a parcel is returned to us due to incorrect customer details or failed delivery attempts, the customer will be responsible for the cost of re-dispatch.

4. Order cancellations

Orders may only be cancelled before they have been packed or dispatched from our cold-chain facility.

Once an order has been dispatched, it cannot be cancelled. If the product has already left our premises, our normal returns policy applies.

To request a cancellation, contact us immediately at: forgeperformancesa@gmail.com

5. Digital products and research guides

Some orders include digital resources such as:

  • School of Peptide research guides
  • Protocol references
  • Downloadable PDFs or research documents

Digital products and downloadable resources are non-refundable once delivered or accessed.

6. Research use disclaimer

PeptideIQ SA compounds are supplied for laboratory and research purposes only and are not approved for human consumption, medical use or therapeutic application. Individual research outcomes, applications and results are entirely the responsibility of the researcher.

We do not offer refunds because a researcher did not achieve a specific experimental outcome. Results of any research use are not attributable to PeptideIQ SA.

Our products are not intended to diagnose, treat, cure or prevent any disease.

7. Researcher responsibility

Customers are responsible for:

  • Understanding the regulatory status of compounds in their jurisdiction
  • Verifying compound suitability for their research purpose before ordering
  • Handling compounds according to proper laboratory safety protocols
  • Compliance with all applicable South African laws and SAHPRA guidelines

We do not refund products because a customer later determines that a compound is not suitable for their intended research purpose, unless the product supplied was incorrect, defective or otherwise required by law to be replaced.

8. How to report a problem

To report a damaged, incorrect or defective item, contact us within 24 hours of delivery.

Please include:

  • Order number
  • Full name
  • Delivery address
  • Photos of the outer and inner packaging
  • Photos of the product and labelling
  • Description of the issue

Contact: forgeperformancesa@gmail.com

9. Return shipping

Where a return is approved due to our error, damage, defect or incorrect supply, we will advise on next steps and cover reasonable return courier costs.

Where a return is approved for any other reason, the customer is responsible for return courier costs and ensuring the compound is returned under appropriate cold-chain conditions.

Products must not be returned without written approval from PeptideIQ SA. Unauthorised returns will not be accepted.

10. Final decision

All refund, replacement and return requests are reviewed case by case. PeptideIQ SA reserves the right to refuse a return where the product has been received, opened, unsealed, tampered with, stored incorrectly, damaged after delivery, or where the request falls outside this policy.

This policy does not remove any rights a customer may have under the South African Consumer Protection Act or applicable South African law.