Refund & Return Policy

General Policy

Due to the sensitive, perishable, and research‑grade nature of our peptide compounds, all sales are considered final once an order has been fulfilled and shipped. We cannot re‑certify, retest, or restock opened or used compounds once they leave our custody. However, we stand behind our quality and are committed to making things right when the issue is on our end.

Eligible for Refund or Reship

Not Eligible for Refund

• Opened, reconstituted, or used products
• Buyer’s remorse or change of mind after shipment
• Improper storage or handling after delivery
• Orders placed with incorrect shipping addresses provided by the customer
• Delays caused by customs or international carriers outside our control

How to File a Claim(Damaged / Wrong / Lost)

1. Document it — Take clear photos of the outer packaging, inner packaging, vials, and labels upon receipt.
2. Contact us within 48 hours of the carrier’s confirmed delivery timestamp at support@haelo.fit.
3. Include your order number, photos, and a brief description of the issue.
4. Our team will review and respond within 1–2 business days.
5. Approved claims will be resolved via full refund to the original payment method or a priority reship — your choice.

Unopened / Unused Returns(Within 7 Days)

If you ordered the wrong product and it is completely unopened and in original sealed condition, we may accept a return within 7 days of delivery.

• Customer is responsible for return shipping costs.
• A 15% restocking fee applies to cover re‑inspection and documentation.
• Refund is issued within 5–7 business days of confirmed receipt.

Temperature‑Sensitive Products

All peptides are shipped with appropriate cold‑chain packaging. We are not responsible for degradation caused by carrier delays beyond 5 business days for domestic orders or 15 days for international orders. We strongly recommend selecting expedited shipping and shipping insurance at checkout.

Chargebacks

We take chargeback disputes seriously. If you have an issue with your order, please contact us first — we almost always make it right. Unjustified chargebacks will be contested with full documentation including order records, shipping confirmation, and photographic evidence submitted to your financial institution.

Shipping Insurance

We offer optional shipping insurance at checkout (recommended for all orders over $100). Insured orders that are lost, stolen, or damaged in transit are eligible for immediate reship or full refund without additional review delays.