Return Policy & Conformity Warranty


Guarantee & Quality

Return Policy
& Conformity Guarantee

BIOTOPEP quality is guaranteed with every delivery. Our return and claims management policy is rigorously designed to protect the integrity of your research work in the event of proven analytical or logistical non-conformity.

Conformity guarantee included Processed within 48 business hours Research products only
Fundamental Principles

Framework of the BIOTOPEP Refund Policy

Due to the nature of research peptides, biologically active products subject to strict storage conditions, BIOTOPEP does not accept any physical returns of merchandise. Our policy is strictly defined by objective criteria for refund or reshipment, and not by a mere right of withdrawal at discretion.

Important note on the right of withdrawal
In accordance with the European Directive and Article L.221-28 of the Consumer Code, the right of withdrawal does not apply to products liable to deteriorate or expire rapidly, nor to unsealed products that cannot be returned for reasons of hygiene, health safety or health protection. BIOTOPEP research peptides strictly fall into these exclusion categories once the packaging has been opened or the inviolability seal has been broken.
Eligibility Conditions

Claims and Refunds

Eligible Claims (Refund or Reshipment)
  • Product delivered not conforming to the purchase order (incorrect reference or concentration).
  • Vial showing a visible packaging defect upon receipt (crack, defective cap, compromised sealing).
  • Product delivered damaged following a documented transport incident reported to the carrier within 7 days.
  • Analytical purity below 98% demonstrated by independent, recognized HPLC counter-analysis on a sealed batch.
  • Package intercepted or seized by customs authorities solely within the European Union domestic zone, subject to the mandatory provision of the official seizure letter.
Refused Claims (No refund or reshipment)
  • Product opened, unsealed, or with a broken tamper-evident seal.
  • Product returned without prior written authorization from BIOTOPEP.
  • Return motivated by a simple change of mind, research direction, or intended use.
  • Product whose storage conditions were not respected after reception (cold chain broken).
  • Return initiated more than 14 days after order reception without prior notification.
  • Product damaged by the customer during handling or repackaging.
  • Return of products purchased as part of a promotion or stock clearance expressly indicated as non-refundable.
  • Customs seizure for shipments outside the European Union, or absence of an official seizure document provided by the competent authorities.
Step-by-step procedure

How to initiate a claim for refund or reshipment

No returns can be made without prior written authorization from BIOTOPEP. Any unauthorized shipment will be systematically refused upon receipt.

1
Contact quality control
Send an email to contact@biotopep.com with your order number, the batch concerned, and a precise description of the problem observed.
Within 24-48 hours
2
Send visual evidence
Attach clear photos of the packaging, the seal, and the label. For purity disputes, attach the independent HPLC/MS report. For transport disputes, attach the anomaly report. For intra-EU seizures, mandatorily attach a copy of the official customs letter.
As soon as possible
3
Receive return authorization
Our quality team evaluates your file and validates eligibility for compensation (refund or reshipment) within 48 business hours.
Response within 48 hours
4
Shipping & resolution
Upon validation of your file (or confirmation of intra-EU customs seizure), we immediately proceed with express replacement or refund of funds.
Resolution within 5 days
BIOTOPEP Guarantee
Scientific compliance guarantee

Each BIOTOPEP batch is shipped with its certificate of analysis attesting to a purity equal to or greater than 99% by HPLC/MS. Thanks to our integrated logistics in Europe, we guarantee customs-frictionless delivery within the EU. If an independent counter-analysis on a sealed batch reveals lower purity or if a seizure is proven within this territory, we cover the full refund or reshipment without delay or conditions.

99%
Minimum guaranteed HPLC certified purity
48h
Quality control response time
5D
Resolution time (replacement or refund)
14D
Time limit to report non-compliance upon receipt
Refunds

Refund policy

Refund by original method
Any validated refund is exclusively made to the payment method used for the initial order (Credit Card, Crypto, or Bank Transfer). No cash refunds or alternative bank transfers can be made.
Bank processing time: 5 to 10 business days
Commercial credit note
In certain cases, a commercial credit note of a value higher than the order amount may be offered as an alternative to a refund. This credit note is valid for 12 months across the entire BIOTOPEP catalog and cannot be converted into cash.
Validity: 12 months
Return shipping costs
Due to biological and contamination risks, BIOTOPEP does not authorize any physical product returns. In the event of proven non-compliance on our part or validated seizure within the EU, the dispute is managed 100% remotely with no logistical costs for the client laboratory.
Zero physical returns — 100% remote management
Priority replacement
In the majority of cases of logistical non-compliance or documented seizure within the EU, BIOTOPEP prioritizes express replacement of the affected product with a new compliant batch, shipped with priority within 24 business hours with its updated certificate of analysis.
Shipment within 24 business hours
Questions about your order or a problem to report?
Our quality control department is available Monday to Friday, from 9 AM to 6 PM (CET). Please include your order number and the relevant batch number in your message for priority processing.
Contact quality control
Legal Disclaimer & European Regulatory Framework

BIOTOPEP products are research peptides intended exclusively for scientific in-vitro evaluation in a laboratory setting. In strict compliance with the legal and regulatory framework in force within the European Union, the following clauses apply as of right:

  1. CLP Regulation (EC No 1272/2008) & REACH: Our research chemical compounds are classified, labeled, and packaged in accordance with European Union industrial safety and traceability standards. The Safety Data Sheets (SDS) required for laboratory protocols are available upon written request for legitimate research entities.

  2. European Directive 2001/83/EC: As these substances have not been granted a Marketing Authorization (MA) for medical or therapeutic use, they are not presented and must under no circumstances be qualified as medicines. They are strictly not intended for human consumption, injection, or any veterinary, medical, hospital, or cosmetic use.

  3. Buyer's Responsibility & Importation: By placing an order, the buyer declares on their honor that they are engaged in a legitimate professional, industrial, or academic scientific research activity. They assume full responsibility for the handling of products and their compliance with the regulations of their country. Customs seizures resulting from orders placed outside the European Union are the sole financial and legal responsibility of the buyer.

BIOTOPEP reserves the sovereign right to refuse or cancel any order that does not meet the regulatory verification criteria. This policy is governed by French law and any dispute will be submitted to the competent courts within the jurisdiction of Paris.