Returns & Refund Policy

General Policy

Due to the nature of research chemicals and peptides, all sales are generally final once an order has been shipped. These products require strict handling, storage, and chain-of-custody controls. We cannot accept returns of opened or temperature-sensitive items that have left our controlled cold chain. Exceptions may be made in limited circumstances as described below.

Eligibility for Returns

Returns may be considered only for items that are unopened, undamaged, and in their original packaging, and only if the return request is made within 14 days of delivery. Eligibility is determined on a case-by-case basis. Approved returns may result in store credit rather than a refund, at our discretion.

Non-Returnable Items

The following are not eligible for return: opened products; temperature-sensitive items that have left the cold chain; custom orders or specially synthesized compounds; items purchased on sale or at promotional pricing; and any product that has been used, altered, or improperly stored.

Defective or Incorrect Products

If you receive a defective or incorrect product, contact us within 7 days of delivery. Provide your order number, a clear description of the issue, and photos or other documentation. We will evaluate each case individually and may offer a replacement or credit at our discretion. We reserve the right to request return of the product for inspection before issuing any replacement or refund.

Refund Process

Because payments are processed through MoonPay as cryptocurrency, refunds are issued as cryptocurrency to the customer's wallet. We will coordinate with you to obtain the correct wallet address for the refund. Processing time is typically 5–10 business days after approval. Refunds are issued in the same cryptocurrency used for the original purchase, or in an equivalent amount of a supported cryptocurrency at our discretion.

How to Request a Refund

Email our support team at support@origen.com with your order number, the reason for the refund request, and any relevant documentation (photos, COA discrepancies, etc.). We will review your request and respond within 5–7 business days.

Partial Refunds

For partially used or damaged items, we may offer a partial refund at our sole discretion. The amount of any partial refund will depend on the circumstances and is not guaranteed. Contact support with documentation to request consideration.

Cancellations

Orders can be cancelled before they are shipped. Contact us as soon possible after placing an order if you need to cancel. Once an order has shipped, it cannot be cancelled. Refunds for cancelled pre-shipment orders are subject to the same processing timeline as other refunds.

Chargebacks

Since payments are processed through MoonPay as cryptocurrency, traditional credit card chargebacks do not apply. Disputes regarding transactions are handled directly with Origen. We encourage you to contact our support team to resolve any issues before pursuing other remedies. Fraudulent chargeback attempts or abuse of dispute processes may result in account termination.

Store Credit

We may offer store credit as an alternative to a refund in certain situations. Store credit does not expire and can be applied to future purchases. Store credit is non-transferable and has no cash value.

Contact

For returns and refund inquiries, contact us at support@origen.com or visit our Contact page.