Return & refund policy

Products are sold by Golden-Mobile OU (Tallinn, Estonia) under the Nordgen Research Peptides brand. Every order is a single one-time payment for the products in your cart plus shipping, shown in full before you pay. We do not offer subscriptions, trials or recurring billing. Card payments appear on your statement as NORDGENLAB.

For any cancellation, return or refund request, contact us at info@nordgenlab.com or +372 6 190 753 and quote your order number (for example NG-12345).

Orders are normally dispatched within 48 hours. You can cancel free of charge at any point before your order has been handed to the carrier. We refund the full amount, including shipping, to the original payment method, usually within 5–10 business days.

Unpaid SEPA bank-transfer orders that are not paid within the 48-hour reservation window are cancelled automatically; no action or payment is required from you.

If you are a consumer in the EU, you may withdraw from your purchase within 14 days of delivery without giving a reason. Tell us by email within that period, then send the products back within a further 14 days.

Returned vials must be unopened, with intact seals, caps and labels, in their original protective packaging. Return postage is paid by you and we recommend a tracked service. We refund the product price and the standard outbound shipping cost within 14 days of receiving and inspecting the returned goods.

Vials that have been opened or had their seal broken cannot be returned. These are temperature-sensitive research materials that cannot be resealed or resold once opened, and are therefore excluded from the right of withdrawal.

Check your parcel on arrival. If anything arrives damaged, incorrect, incomplete or compromised in transit, contact us within 7 days of delivery with your order number and photos of the outer packaging, the vial and the label. A short video of the parcel being opened helps us resolve the case faster.

Once confirmed, we either ship a free replacement or refund the affected items in full — your choice. You do not need to send back a compromised vial before the case is resolved.

If a parcel does not arrive for reasons outside your control (for example lost by the carrier or held in customs), we reship it free of charge. For EU destinations except Sweden we reship until it reaches you; for Sweden and the Canary Islands we offer one free reshipment. If a reshipment is not possible, we refund the order in full.

Reshipments and refunds are not offered when a parcel is not delivered because of an incorrect address, the recipient not being present, a parcel not collected from a locker or pickup point, acceptance by an unauthorised person, or loss after successful delivery. Parcels returned to us for these reasons are refunded minus the shipping cost once they arrive back, or can be resent for a new shipping fee.

Card, Apple Pay and Google Pay payments are refunded to the same card. Depending on your bank, the credit may take 5–10 business days to appear.

SEPA bank transfers are refunded to the IBAN the payment was sent from, usually within 5 business days.

Cryptocurrency payments are refunded in the same coin to a wallet address you confirm by email, for the euro value of the order at the time of payment. Network fees for the refund transaction are deducted.

Shipping costs are refunded in full whenever the problem was caused by us or the carrier.

Opened or seal-broken vials; products reported more than 7 days after delivery as damaged or incorrect; delivery failures caused by incorrect address details or uncollected parcels (beyond the refund described in section 5); and orders cancelled because the buyer breached the research-use declaration or our Terms of service.

Email info@nordgenlab.com with your order number, the items concerned, the reason and, for damaged or incorrect items, the photos described above. We reply within 2 business days with the next steps and, for returns, the return address. Please do not send parcels back without contacting us first.

If something is wrong with your order, please contact us before opening a dispute with your bank or card issuer — most cases are resolved within a few days. This policy does not limit your statutory rights. It is governed by the laws of Estonia, as set out in our Terms of service.