Returns

BluGen ships research-use-only (RUO) peptide reference materials. Return eligibility reflects the documentation-sensitive nature of these materials and the chain-of-custody expectations of qualified institutional buyers.

What is returnable

Damaged-on-arrival shipments — outer carton, vial seal, or lyophilized cake compromised in transit. Documented within 7 calendar days of carrier-confirmed delivery.
Fulfillment errors — wrong SKU, wrong variant size, missing items. Documented within 7 calendar days of delivery.
Identity disputes — customer re-test indicates a material discrepancy with the lot CoA. The lot is recalled into a re-test cycle and disposition is recorded.

What is not returnable

Opened vials, reconstituted material, or material that has left documented institutional custody.
Material that is past the carrier delivery confirmation window without a documented claim.
Refused or returned-to-sender shipments without prior coordination — see the shipping policy for the refusal procedure.

How to file a return

Document the issue with photos and (for damage) a full unboxing video.
Email procurement support with order number and lot number within 7 calendar days of delivery.
Receive return authorization (RA) and ship instructions before sending material back.
BluGen confirms receipt, completes inspection or re-test, and issues replacement or refund per the resolution path.

Refund timelines

Approved refunds process within 5 business days of resolution to the original payment method. NET-30 institutional refunds are issued as credit notes against the next invoice unless a check refund is specifically requested.

Chargebacks

Chargebacks submitted on delivered, refused, or stolen packages will be disputed using carrier confirmation, delivery records, and the Terms of Sale clickwrap acceptance record. See the Terms of Sale for the full dispute-resolution path.