Refund Policy
1. General Policy
All Retatrulean products are sold strictly for laboratory research use only.
Due to the nature of sterile, temperature-sensitive research peptides, we do not accept returns or refunds for change of mind, incorrect purchase, or opened vials.
2. Order Policy
For any pre-order inquiries, please see our Pre-Order Policy page for more info.
Before You Order
Please carefully review your order before completing your purchase. Ensure you have selected the correct products, quantities, and shipping address. We are not responsible for incorrect orders placed by customers.
Order Cancellations
Orders may only be cancelled prior to payment confirmation. Once payment has been received, your order is processed immediately and cannot be cancelled or modified.
3. Shipping Timeframes
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In-stock items ship within 1–3 business days.
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Pre-order items ship as soon as inventory arrives.
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Tracking numbers may be created before Australia Post physically receives the parcel (common for pre-orders).
4. Lost, Delayed or Missing Parcels
If Australia Post never scans your parcel into the system (meaning it was never officially received by AusPost), or the parcel is confirmed lost, we will provide:
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A replacement, OR
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A store credit (your choice)
Conditions:
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Investigation with Australia Post must be completed first.
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Claims must be lodged within 7 days of the last tracking update.
5. Delivered Parcels
Once a parcel is marked Delivered by Australia Post:
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We cannot provide refunds for stolen items, incorrect addresses, or parcels taken from the mailbox.
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Customers should contact AusPost to lodge a “Missing After Delivery” investigation.
6. Damaged or Incorrect Items
If your item arrives damaged or incorrect:
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Contact us within 48 hours of delivery
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Provide clear photos/videos of:
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Packaging
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Vial
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Batch label
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Tracking label
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Eligible issues will receive a replacement or store credit.
7. No Returns on Research Products
Due to sterility and contamination risk:
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We do not accept returns of peptides under any circumstances, even if unopened.
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All sales are considered final once shipped.
To request store credit after 30 days, please email our support team at contact@retatrulean.com with your:
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Order number
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Full name
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Shipping address
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Any tracking information you have
Our team will assess your case and respond within 3–5 business days.
Important Notes
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Store credit will not be issued for delays caused by:
• Incorrect or incomplete shipping information provided at checkout
• Failure to collect your parcel or missed delivery attempts
• Courier delays outside our control -
Store credit is non-refundable and can be used toward any future purchase on our website.
Thank you for understanding and supporting our policy. If you have any questions, our team is here to help.