This Refund & Returns Policy applies to all purchases from Novus Global LLC, doing business as Novus Peptides (“Novus Peptides,” “we,” “us”). It should be read together with our Terms & Conditions and Shipping Policy. Effective September 25, 2026.
All sales are final
Because our products are research materials that can degrade, and because we cannot verify how a product was stored or handled once it leaves our facility, we do not accept returns or exchanges of opened or unopened products. The exceptions below cover problems that are our responsibility.
Damaged, incorrect, or missing items
If your order arrives damaged, contains the wrong item, or is missing an item, email connect@novuspeptides.com within 48 hours of delivery with:
- your order number,
- photos of the vial(s), labels, and packaging, and
- a short description of the problem.
Once confirmed, we will ship a replacement at no cost or issue a refund for the affected item(s), at our discretion. We may ask you to return the item using a prepaid label we provide. Claims made after 48 hours may not be eligible.
Lost or undelivered packages
- Marked delivered but not received: contact us within 7 days of the delivery date. We will open a claim with the carrier and work with you on a resolution, which may include a replacement or refund once the carrier investigation is complete.
- No tracking movement: if tracking has not updated for 7 business days, contact us and we will investigate with the carrier.
- Incorrect address: we are not responsible for packages lost or delayed because of an incorrect or incomplete shipping address entered at checkout.
- Returned to sender: if a package is returned to us as undeliverable or refused, we will reship it once you pay the new shipping cost, or refund the product amount less the original shipping cost.
Order cancellations
- You may cancel an order for a full refund any time before it ships. Email us as soon as possible with your order number.
- Orders that have shipped cannot be cancelled.
- Zelle and Venmo orders that remain unpaid 72 hours after they are placed are cancelled automatically.
Product quality concerns
All products ship lyophilized (freeze-dried). To report a quality concern, email us with your order number, the lot number printed on the vial, and clear photos or a short video.
Issues visible on arrival — powder that is discolored, wet, or melted, or a vial that is empty, underfilled, or has a broken seal or cap — must be reported within 72 hours of delivery.
Issues once in solution — a cloudy solution, visible particles, crystallization, or powder that will not dissolve — must be reported within 72 hours of being placed in solution, and the vial must have been placed in solution within 30 days of delivery and stored as recommended. The vial must have at least 80% of its contents remaining and be returned to us using the prepaid label we provide. Approved claims are resolved by replacing the affected vial. We may limit claims or refuse future orders where we see a pattern of abuse.
How refunds are issued
Approved refunds are returned to the original payment method. Zelle and Venmo payments are refunded to the account they were sent from, normally within 5 business days of approval. Card refunds can take 5–10 business days to appear, depending on your bank. Original shipping charges are refunded only when the error was ours.
Research use only
All products are sold strictly for laboratory research use and are not for human or veterinary use. We may refuse refunds, replacements, or future orders where there is evidence a product was purchased or used for any other purpose. See our Research Use Only Notice.
Contact us first
If something is wrong with your order, please contact us before disputing a charge with your bank or payment provider — we can usually resolve it faster. Email connect@novuspeptides.com or call (951) 223-1669, Monday–Friday, 9:00 AM – 5:00 PM PT.