Last Updated: 10/22/26
At Zenergy, we are committed to providing high-quality research peptides and compounds to the scientific community. Because our products are sensitive research-use-only materials, all returns and refunds are at the discretion of Zenergy.
1. Returns and Refunds
Research materials are highly sensitive to handling, storage, and environmental conditions, and we cannot verify a product’s condition once it has left our facility. For that reason, returns, refunds, and exchanges are not automatic. All returns and refunds are at the discretion of Zenergy, and each request is reviewed on a case-by-case basis. Please double-check your cart, shipping address, and research requirements before completing your purchase.
2. How to Request a Return or Refund
To request a return or refund, or to report a problem with your order (such as a shipping error, missing items, or a compromised product upon arrival), contact us at support@zenergyusa.com. For problems with an order, please reach out within 48 hours of delivery and include:
- Your order number
- The reason for your request and a description of any issue
- Clear photographs of the product, all packaging, and shipping materials (for product or shipping issues)
- Prompt answers to any follow-up questions from our team
Our team will review your request and let you know the outcome. Depending on the situation, Zenergy may, at its discretion, offer a replacement, store credit, or refund. Please don’t send any product back to us unless our team has approved the return and sent you instructions.
3. Lost, Stolen, or Damaged in Transit
We’ve partnered with Route, a package protection and tracking service, to give researchers an additional layer of coverage for packages lost, stolen, or damaged in transit. If you added Route protection at checkout, please file your claim directly with Route’s team, as they are best equipped to resolve transit-related issues quickly. If you did not add Route, please contact the shipping carrier directly to file a claim. Zenergy is not responsible for packages that are lost, stolen, or damaged in transit.
4. Requests That Are Generally Not Eligible
We generally cannot approve returns, refunds, replacements, or store credit for issues outside of our direct control, including:
- Improper handling, storage, or reconstitution
- User error or misuse
- Orders placed incorrectly by the researcher
- Claims made without sufficient documentation
5. Order Cancellations
Orders are processed quickly to ensure timely delivery. If you need to cancel an order, contact us immediately at support@zenergyusa.com.
- If your order has not yet been processed or shipped, we will cancel the order and issue a refund.
- If the order has already been processed or shipped, it cannot be canceled. Any return or refund is then at the discretion of Zenergy.
6. Customs and Confiscations
It is the researcher’s responsibility to know the laws and regulations of their specific region regarding research chemicals. We are not responsible for packages that are delayed, seized, or destroyed by customs or local authorities.
7. Chargebacks & Disputes
By placing an order, you agree to this policy. Filing a chargeback without first contacting us to resolve an issue is considered a violation of these terms. We are committed to working with our researchers to resolve any legitimate concerns and encourage you to reach out to our support team at support@zenergyusa.com or (888) 315-1056 for assistance.
