Return & refund policy
Effective date: 22 July 2025 ·
Lumizique research peptides for laboratory and research use only. Because these are research chemicals handled under controlled conditions, we keep a firm return and refund policy. This page explains when an order can be canceled, what qualifies for a return or refund, and how to report a problem. Placing an order means you accept the terms below.
All orders are final
Every order placed with Lumizique is final. We do not accept returns or issue refunds for reasons such as a change of mind, ordering the wrong item, or a product not fitting your research plan.
The only two exceptions are damaged vials and purity issues confirmed by third-party testing, both covered further down this page.
Canceling an order
You can cancel an order at no cost as long as it has not been packed or shipped yet. To cancel, contact us right after you place the order so we can hold it before it goes out.
Once an order has been packed or shipped, canceling it will incur shipping charges. We cannot reverse or recall a shipment that is already on its way, so the shipping cost will not be refunded at that stage.
Opened vials
Opened peptide vials cannot be returned or refunded. Once a vial’s seal is broken, we are not able to accept it back or verify its condition. No return or refund applies to opened vials under any circumstances.
Damaged vials
If you receive a damaged peptide vial, due to inadequate packaging, you qualify for a free replacement. Report it within 24 hours of delivery (see “How to report a problem” below).
Once we confirm the damage, we will ship a fresh peptide package to you at no cost within 2 days. We send a replacement package rather than issuing a cash refund.
Lumizique accepts no liability for delays or damages caused solely by circumstances beyond its reasonable control. This includes road accidents, severe weather, road closures, vehicle breakdowns, courier‑service disruptions, and negligent or unlawful conduct by courier personnel. For any damage resulting from these or other events outside Lumizique’s reasonable control, the customer is responsible for lodging claims and seeking compensation directly with the responsible delivery provider.
Refunds for purity issues
We offer a refund in only one situation: a vial that fails to match its stated purity in third-party testing you have carried out separately. If your independent lab results show the peptide does not meet the purity we listed, contact us with the report and we will process a refund.
Refunds do not apply to purity concerns without a third-party lab report from an ISO-certified and accredited lab. The results must come from independent testing you arranged on your own.
What is not covered
Apart from damaged vials and purity failures confirmed by third-party testing, no other returns or refunds are offered. This covers opened vials, change of mind, ordering errors, and any reason not listed above.
How to report a problem
All damage and purity claims must be reported within 24 hours of order delivery. Reports made after this window cannot be accepted.
To report a problem, email us with your order number, a short description of the issue, clear photos of the vial, packaging and shipping label (for damaged vials), and your third-party lab report (for purity claims).
We will review your report and reply with the next steps. Replacements and refunds are not issued without this documentation.
Contact
Questions about this policy or an existing order can be sent to info@lumizique.co.za We will get back to you as soon as we can.
Lost or undelivered orders
If your order does not arrive, contact us within 14 days of the estimated delivery date. We will open a delivery investigation with the carrier. If the carrier confirms the package was lost in transit, we will send a replacement at half the cost or issue a 50% refund, at your choice. Where tracking shows the package as delivered, we will provide the carrier’s proof of delivery and open a trace before determining the outcome.
Incorrect or incomplete addresses
It is the customer’s responsibility to provide a complete and accurate shipping address at checkout. Orders held for an incomplete address will not ship until corrected, and delays caused this way are not eligible for compensation. If a package is returned to us as undeliverable due to an incorrect address, we will reship at the customer’s expense or refund the order value less shipping.
Items we cannot fulfil
If we are unable to fulfil an item after your order is placed, we will contact you and either ship the remaining items and refund the unavailable item in full, or cancel and refund the order in full. No cancellation charge applies where we are unable to supply. This only applies to products that are in stock. Pre-ordered products naturally has a waiting time before delivery.
Memberships
Membership purchases are final and non-refundable once activated, as access to member pricing begins immediately. If a membership is purchased in error or charged more than once, contact us and we will refund the duplicate charge in full.
International orders
International customers are responsible for all customs duties, taxes, and import charges. We cannot refund or replace shipments seized, delayed, or destroyed by customs, and it is the customer’s responsibility to confirm that ordered items may lawfully be imported into their country. Refused or undeliverable international shipments are refunded less shipping and any carrier return charges.
How refunds are issued
Approved refunds are issued to the original payment method within 5 to 10 business days of approval. Card refunds may take an additional billing cycle to appear.
Payment disputes
If you have a concern about a charge, please contact us before filing a dispute with your bank or card issuer. Most issues are resolved faster directly. We keep order, delivery, and correspondence records and will provide them to the card issuer where a dispute is raised.