Last updated: 5 April 2026
Due to the nature of research chemicals and the cold-chain requirements of their dispatch, all sales made through Eterna Peptides are final once an order has been shipped. We are unable to accept returns or exchanges for change of mind, buyer's remorse, or any reason relating to the buyer's decision to purchase. This policy exists to maintain the integrity of our products and cold-chain standards, and is a standard condition of sale in the research chemical supply industry.
We will review claims where the following circumstances apply: the order was damaged in transit and the damage is evident upon delivery; the incorrect product was sent due to a fulfilment error on our part; or items listed on the order confirmation are missing from the delivered package. In each case, the issue must be reported within 48 hours of the recorded delivery time. Claims submitted outside this window will not be assessed.
To report a damaged, incorrect, or incomplete order, email us at eternalabsnz@gmail.com within 48 hours of delivery. Please include your order number, a description of the issue, and clear photographs of the outer packaging and affected items. Without this documentation we are unable to progress a claim. Do not discard any packaging until your claim has been resolved.
Upon receipt of a valid claim with supporting evidence, Eterna Labs will assess the issue and, at our discretion, offer either a replacement of the affected items or a refund to the original payment method. We will communicate our decision within two to three business days of receiving a complete claim. Eterna Labs reserves the right to request additional information before making a determination.
The following circumstances do not qualify for a refund or replacement: the buyer has changed their mind or no longer requires the product; the product was not used within an appropriate timeframe after receipt; the buyer ordered the wrong product; or the claim is submitted more than 48 hours after delivery. We encourage all buyers to review product listings carefully before completing a purchase.
Approved refunds are processed within 5 to 7 business days of the resolution decision and are returned via the original payment method. Processing times may vary depending on your payment provider or financial institution. If you have not received your refund within 10 business days, please contact us and we will investigate.