Returns.
How we make it right.
Peptide compounds cannot, by their nature, be restocked once they have left our facility. We do not accept returns for change of mind. We do, however, replace anything that arrives damaged, out of specification, or outside its temperature window — quickly, and without argument.
01No returns for change of mind
Because peptide compounds are temperature-sensitive and cannot be verified once they leave our chain-of-custody, we do not accept returns or refunds for change of mind, change of protocol, or shipping address errors caused by the Buyer.
02What we will replace
We will replace, at our cost, any item that:
- Arrives physically damaged (broken vial, compromised seal, contaminated packaging)
- Arrives outside its temperature window per the parcel's temperature logger
- Is missing from the dispatched order
- Is incorrectly fulfilled (wrong SKU, wrong concentration, wrong batch)
- Fails the batch-verification step on the COAs portal
03Claims window
Claims must be raised within seventy-two (72) hours of delivery, by writing to support@biohacker.team. Include your order reference, a photograph of the affected item and packaging, and — for temperature claims — the logger reading printed from the included USB strip.
04Resolution
Valid claims are resolved within five (5) business days. We will, at our option, (a) re-ship the affected items at our cost, (b) credit the order value to your account, or (c) refund to the original payment method.
We do not enter into protracted disputes about peptide claims. If the logger says the shipment failed, the shipment failed.
05What we cannot accept
For safety and regulatory reasons, we cannot accept the physical return of any peptide that has left our chain-of-custody. Returned material is destroyed on arrival and is not credited.
06Partner accounts
Partner accounts with documented allocation agreements operate under the return and credit terms stated in their account contract, which take precedence over this policy for those accounts.
07Customs and refusal of delivery
A parcel refused by the Buyer or returned by customs for incomplete documentation, refused payment of duties, or restricted-jurisdiction violation is destroyed on receipt. We do not refund such orders — it is the Buyer's responsibility to confirm legality and receive lawfully imported goods.
Zürich · 22 · 04 · 2026