Research use only. Not for human consumption.
Vivaprime
Legal

Returns & Refunds

Last revised 2026-04-19

Vivaprime products are research peptides shipped in validated cold-chain packaging. Because cold-chain integrity cannot be verified once a package leaves a researcher's custody, general customer returns are limited. This page describes when a return or refund is possible, how to request one, and what to expect.

1. Damaged or compromised shipments

If your shipment arrives visibly damaged, warm to the touch, or with melted or missing cold-chain materials (ice packs, thermal liner):
  1. Do not use the product. Refrigerate it (2–8 °C) if possible.
  2. Within 24 hours of delivery, email support@vivaprime.com with your order number and photos of (a) the outer box, (b) the ice packs, and (c) the product.
  3. We will review and, in most cases, replace the shipment at our cost. No return of the original product is required.

2. Incorrect or missing items

If you received the wrong compound, the wrong variant, or your order is missing an item, notify us within 7 days of delivery with your order number and a photo of what arrived. We will ship the correct item or refund the affected line at our discretion.

3. Unopened orders (change of mind)

If you have not yet used a product and the pen and outer packaging are unopened, unused, and still refrigerated, you may request a return within 7 days of delivery. Approved returns follow this process:
  • Contact support@vivaprime.com for an RMA number and cold-chain return instructions.
  • Return shipping is the customer's responsibility and must use insulated, temperature-controlled packaging.
  • Once the pen arrives and passes a cold-chain integrity check, we refund the product price (shipping is non-refundable) to the original payment method.
  • If the pen fails integrity check (temperature excursion, broken seal, signs of use), the return is denied and the product is disposed of per facility policy.

4. Non-returnable items

The following cannot be returned once shipped:
  • Opened or partially used pens.
  • Pens whose temperature log indicates an excursion.
  • Custom-compounded or specialty orders prepared to individual specification.
  • Bundles after any single component has been opened.

5. Refund timing

Approved refunds are issued within 3–5 business days of return approval. Your bank or card issuer may take additional time to reflect the credit. Crypto refunds are issued to the originating wallet at the original fiat-equivalent amount and may reflect settlement-time conversion variance.

6. Cancellations before shipment

If your order has not yet shipped, contact us and we will cancel it with a full refund. Once an order has entered the fulfillment queue, cold-chain preparation may already have begun and full cancellation may no longer be possible.

7. Contact

support@vivaprime.com · we respond within 1 business day.

For full terms see the Terms of Service.