Last updated: September 29, 2026 — Version 1.3 · Effective: September 29, 2026
This Policy is incorporated into and forms part of PGB Sciences, LLC’s (“PGB,” “we,” “us,” “our”) Terms and Conditions, Shipping Policy, Acceptable Use Policy, Storage & Handling guide, and other posted policies. Capitalized terms not defined in this Policy have the meanings given in those documents. If this Policy conflicts with any product-specific, jurisdictional, carrier, payment-network, or compliance requirement, PGB may apply the more restrictive requirement.
What changed in version 1.3. The lot-wide remedy now starts only after a failing result is confirmed by a second test. The remedy is scaled to the confirmed result under a published schedule. A USDC refund is available only for an item that is still sealed and unused, after verification; store credit remains the default remedy. Lot-wide remedies already notified under version 1.2 keep the election terms stated in their notice.
What changed in version 1.2. The testing guarantee now states what PGB guarantees and when: that each lot met specification at the time it shipped. It adds a lot-wide remedy that PGB applies on its own when its post-delivery testing shows a lot has fallen below specification, so affected purchasers do not each need to commission a test. It ties storage-related denials to the published Storage & Handling guide. Claims already resolved under version 1.1 are not reopened.
All sales final; no returns
Due to the nature of research chemicals, laboratory-use-only products, and chain-of-custody, contamination, tampering, storage, temperature, identity, and regulatory considerations, all sales are final. PGB does not accept returns, exchanges, or refused-delivery returns and does not issue refunds for change of mind, buyer’s remorse, research incompatibility, ordering mistakes, address errors, failure to comply with applicable law, or any requested use outside lawful in vitro laboratory research. The limited claim processes below are the exclusive exceptions and do not waive PGB’s all-sales-final policy.
Default remedy: store credit
PGB’s default and preferred remedy for all approved claims is store credit, issued to your PGB account and applicable to a future lawful purchase. Store credit does not expire, has no cash value, is non-transferable, may not be sold or assigned, and may be subject to account, compliance, jurisdictional, or product-availability restrictions. Reshipment of the affected product, partial credit, replacement with a comparable item, or any refund may be offered only at PGB’s sole discretion or where required by applicable law.
Damaged, defective, missing, or incorrect items
Notify PGB within 7 calendar days of carrier-confirmed delivery, or within 7 calendar days after the expected delivery date for a non-delivery claim, with your order number; batch or lot number; clear, timestamped photos of the issue, product vial, seal, label, packaging, packing slip, and shipping label; and any carrier notice or damage notation. You must preserve the product, vial, packaging, label, and shipping materials in their received condition until PGB completes review. PGB may deny claims submitted late, lacking required documentation, involving altered or discarded materials, or inconsistent with carrier records, product records, or chain-of-custody requirements. PGB reserves the right to request an unedited unboxing video recorded at the time of first opening for any damaged, defective, missing, incorrect, tampering, or shortage claim.
Approved claims are resolved via store credit issued to your PGB account unless PGB determines that reshipment, replacement, partial credit, or another remedy is appropriate. PGB may require return of non-product materials such as packaging, photographs, declarations, or carrier forms, but PGB will not accept returned research chemical product unless PGB expressly authorizes a controlled exception in writing for compliance, investigation, or recall purposes. Any unauthorized return may be refused, destroyed, or retained without credit or refund.
Lost packages
If tracking has not updated for 7 business days past the expected delivery date, contact support so PGB may work with the carrier to locate the package. If the carrier confirms the package is lost, has not been delivered, and the shipping address and order information provided by the buyer were complete and accurate, PGB may reship the order once at no additional cost or issue store credit. Packages marked “delivered” by the carrier are the responsibility of the buyer; PGB may assist with a carrier claim but is not obligated to reship, refund, or credit delivered packages, stolen packages, misdelivered packages caused by an address error, packages refused by the recipient, or packages held, seized, delayed, or returned due to legal, import, carrier, or compliance restrictions.
Third-party testing guarantee
PGB stands behind the quality of every product we sell.
What PGB guarantees. PGB guarantees that each lot met the specification below at the time it shipped from PGB, as documented by PGB’s pre-release (Round 1) testing published on the How We Test page. Lyophilized peptides are sensitive to heat, moisture, light, and oxygen and lose purity over time; how quickly depends on the compound and on how the vial is stored after delivery. The Storage & Handling guide sets out the storage conditions this guarantee assumes.
Specification. A product meets specification when an eligible test shows both:
- Purity of 98% or higher, and
- Intact peptide mass not more than 10% below the stated label mass,
each as measured by an approved laboratory’s HPLC method. A product qualifies for a claim if an eligible test shows either purity below 98% or intact peptide mass more than 10% below label.
Eligibility. A testing claim is eligible only if (a) the test was performed by a laboratory PGB has approved in writing (currently Janoshik Analytical or TrustPointe Analytics; PGB may update this list at any time on the How We Test page); (b) the laboratory tested the vial you purchased from PGB, bearing the matching lot/batch number, using a validated HPLC method that separates degradation products from the parent peptide; (c) the test was performed within 30 days of delivery on a vial stored in accordance with the Storage & Handling guide; and (d) you submit the complete test report, including the chromatogram and peak table where the laboratory provides them, with your order number, the lot/batch number, the testing laboratory’s name, and a photo of the vial and label, within 30 days of delivery. PGB may require you to return the tested vial and any remaining material before resolving a claim.
Verification. PGB may verify any result before a claim is finalized, including by requesting the laboratory’s methodology, chromatogram, and peak table, and by retesting a retained reserve sample of the same lot. PGB will rely on a reserve-sample retest to deny a claim only where that reserve sample has been held under the conditions in the Storage & Handling guide since PGB received the lot. Where PGB’s reserve-sample retest materially conflicts with your result, PGB and you will resolve the discrepancy by a confirmatory test at another approved laboratory or at a laboratory accredited to ISO/IEC 17025 for HPLC testing, whose result controls; PGB bears the cost of that confirmatory test if your claim is upheld.
Lot-wide remedy. PGB tests vials pulled from customer inventory after delivery (Round 2) and may retest reserve samples. If that testing shows a lot has fallen below specification, PGB will pause new sales of the lot the same day. A lot-wide remedy begins once the result is confirmed by a second test: a second approved laboratory, a laboratory accredited to ISO/IEC 17025 for HPLC testing, or a retest of PGB’s reserve sample. On confirmation PGB will publish both results on the How We Test page and notify every purchaser whose order was delivered within the 30 days before the earliest failing result or at any time after it. Those purchasers receive the remedy in the schedule below without commissioning their own test. PGB may extend the notification window where a reserve-sample retest shows the same failure. This clause does not create a claim for purchasers outside the window, whose product met specification when it shipped.
Remedy schedule. The remedy for a verified claim or a lot-wide remedy is set by the lower confirmed result for the lot:
- Purity 98.0% or higher and intact mass within 10% of label: the product met specification; no remedy.
- Purity 95.0% to 97.9%: store credit for 50% of the price paid for the affected item(s).
- Purity below 95.0%, or intact mass more than 10% below label: store credit for 100% of the price paid for the affected item(s), or the refund described under Remedy election.
Remedy election. Store credit is the default remedy and is issued to your PGB account at notice or approval. Where the schedule provides a 100% remedy, you may instead elect, within 14 days of notice or approval, a refund in USDC at the original USD transaction value of the affected item(s), subject to all of the following: every vial of the affected item is unopened and unused and remains in your possession; you provide one clear photo showing all vials with seals intact and the lot label legible, with your order number written on paper in the same frame; and you confirm the Solana wallet address for the refund. PGB prefers to send the refund to the wallet that paid for the order; if you paid from an exchange or need a different wallet, say so in your reply, and PGB may ask for a confirming reply from the email address on the order. A refund replaces the store credit for that item; there is no split between credit for used vials and a refund for unused vials. Verified refunds are paid in PGB’s monthly refund batch. If you make no election within the 14-day period, PGB will issue store credit. This testing guarantee is your sole and exclusive remedy for any claim that a product does not meet its stated purity or label mass, and remains subject to the limitation of liability in the Terms and Conditions.
Denial. PGB may deny a claim where the tested material was adulterated, contaminated, or stored after delivery in a manner inconsistent with the Storage & Handling guide; where the test was performed more than 30 days after delivery; where the material cannot be traced to a verified PGB purchase; where the result was not produced by a PGB-approved laboratory or by a method that separates degradation products from the parent peptide; or where PGB’s reserve-sample retest (after any confirmatory test above) meets specification. PGB may decline duplicative claims on a lot already resolved, including a lot resolved under the lot-wide remedy.
Refunds
Where a cash refund is required by applicable law or offered at PGB’s discretion in lieu of store credit, refunds are issued in USDC or an equivalent USD-pegged stablecoin at the approved USD refund amount, not exceeding the original USD transaction value for the affected item(s), regardless of the cryptocurrency, token, exchange rate, network, wallet, or payment route used for the original payment. PGB does not issue refunds in volatile cryptocurrencies and is not responsible for exchange-rate movement, token de-pegging, wallet error, network congestion, gas, miner, bridge, exchange, custodial, conversion, or third-party fees. PGB may require a verified compatible wallet address and may treat an on-chain transfer to the customer-provided address as completion of the refund.
Store credit may be converted to a stablecoin refund only at PGB’s discretion upon customer request, subject to identity, payment, fraud, sanctions, jurisdictional, tax, and compliance review, and less any amounts PGB is permitted to withhold or offset under applicable law or PGB policies.
Refunds are generally processed within 5 business days after final claim approval and receipt of all information PGB requests to process the refund, but timing may vary due to compliance review, payment-processor requirements, wallet verification, blockchain network conditions, banking or stablecoin issuer operations, holidays, or events outside PGB’s control.
Order modifications and cancellations
Orders may be modified or cancelled within 1 hour of placement only if PGB has not begun processing, compliance review, picking, packing, label creation, fulfillment, tender to carrier, or shipment. Once any of those steps has begun, the order cannot be modified or cancelled except at PGB’s sole discretion. Customers are responsible for confirming product selection, quantity, shipping address, jurisdictional eligibility, and research-use-only suitability before submitting an order.
Claim disputes
If a claim is denied and the customer disputes the decision, the customer may submit additional documentation for a secondary review within 7 calendar days after denial. PGB’s decision following secondary review is final. PGB may deny, limit, suspend, or condition claims, credits, reships, replacements, refunds, accounts, or future orders where PGB reasonably suspects fraud, abuse, chargeback or transaction-reversal misuse, duplicate claims, altered documentation, misuse of products, violations of the Terms or Acceptable Use Policy, or conduct inconsistent with lawful research-use-only purchasing. PGB may request identity, payment, carrier, laboratory, chain-of-custody, or compliance documentation before approving any remedy.