Returns and Refund Policy

Last updated: August 24, 2026

BH RUO supplies laboratory research materials for in-vitro research use by qualified researchers and laboratories. Because these are controlled-handling research materials rather than consumer goods, our returns policy is built around material integrity, cold-chain and storage conditions, and lot traceability. Once a vial leaves our custody and its seal or storage chain can no longer be verified, we cannot return it to inventory or supply it to another customer.

This policy explains what we will make right, what we cannot accept back, and exactly how to raise a claim. It applies to orders placed with BHPeptides, LLC d/b/a BH RUO through bhruo.com.

Summary

We replace or refund shipments that arrive damaged, incomplete, or incorrect, and shipments that do not arrive. We will also address a material that is demonstrably out of specification against its Certificate of Analysis. We do not accept change-of-mind returns on opened vials, and all returns require authorization from us before anything is sent back.

Report a problem within these windows

Visible damage, breakage, leakage, or a compromised cold pack: report within 3 business days of delivery.

Missing items, shortages, or an incorrect product or dose: report within 5 business days of delivery.

Non-delivery of a package marked delivered: report within 7 calendar days of the carrier delivery scan.

A dispute that a material does not meet the specification on its Certificate of Analysis: report within 30 calendar days of delivery.

Claims raised after the applicable window may still be reviewed at our discretion, but we may be unable to verify the condition of the material or pursue a carrier claim, and we may decline the request.

How to start a claim

Email support@bhruo.com with the subject line “Return Request” and include your order number, the product name and dose, the lot number printed on the vial or listed on your packing documentation, a description of the problem, and the quantity affected.

For any damage, breakage, leakage, shortage, or wrong-item claim, please include clear photographs of the outer shipping box including the shipping label, the inner packaging and any cold pack as received, the affected vial or vials showing the label and lot number, and the packing slip. Photographs taken before the packaging is discarded are essential. Please retain all original packaging until the claim is resolved, because carriers may require an inspection.

We aim to acknowledge claims within one business day and to reach a decision within three business days of receiving the information we need. Complex cases, carrier investigations, and laboratory verification may take longer, and we will keep you informed.

Return authorization is required

Do not ship anything back before we authorize it. If a return is appropriate we will issue a Return Material Authorization number and provide return instructions, including the correct address and any handling or temperature requirements. Packages sent back without an authorization number may be refused and may not be eligible for a refund.

Where a return is approved, the material must arrive with its seal intact, in its original packaging, with the lot label legible, and it must have been stored in accordance with the storage conditions supplied with the product. We may decline a refund on returned material whose storage or handling chain cannot be verified.

What we cannot accept back

We cannot accept returns of vials that have been opened, punctured, reconstituted, diluted, aliquoted, or otherwise used. We cannot accept returns of material that has been stored outside the stated conditions, or where the cold chain was broken after delivery. We cannot accept material with a removed, defaced, or illegible lot label, because traceability is lost. We cannot accept returns of custom, made-to-order, or special-order preparations, or of bulk and wholesale orders except where the material is damaged, incorrect, or out of specification. We cannot accept returns of bacteriostatic water or consumables once the seal is broken. We cannot accept returns of any product that has been transferred to a third party.

Change of mind, a change in research plan, an ordering error on your part, or no longer needing the material are not grounds for return of opened stock. For unopened stock in original packaging, see the next section.

Unopened stock and restocking

If you ordered in error and the material is unopened, in original packaging, with the seal intact and the lot label legible, contact us within 10 calendar days of delivery. Where we can verify condition and storage, we may authorize a return for refund. A restocking fee of up to 15 percent of the item price may be deducted to cover inspection, quarantine, and documentation, and outbound shipping is not refunded. Return shipping in this situation is your responsibility and must follow our handling instructions. We may decline the request where condition or storage cannot be verified.

Cancelling before dispatch

You may cancel an order at no cost at any time before it is dispatched. Email support@bhruo.com with your order number as soon as possible. Once a shipping label has been generated or the package has been handed to the carrier, the order can no longer be cancelled and the returns process above applies. If payment had already cleared, a cancelled order is refunded in full.

Refunds, replacements, and credits

Where a claim is approved, we will offer a replacement of the same product and lot availability, a credit against a future order, or a refund. Replacement is our usual remedy for damage, shortage, and incorrect items because it restores your research timeline fastest. Where a replacement is not practical, we will refund.

Approved refunds are issued to the original payment method. For bank transfer and wire payments, refunds are returned to the originating account, and we may need your bank details to complete the transfer. Refunds are normally initiated within 5 business days of approval, or within 5 business days of receipt and inspection where the material is being returned. Your bank may take a further 5 to 10 business days to post the funds. We will confirm by email when a refund has been issued.

Original shipping charges are refunded only where the fault was ours, such as an incorrect item, a shortage, damage in transit, or non-delivery. Where a return is for convenience or an ordering error, shipping is not refunded. Where we authorize a return due to our error, we will provide a prepaid return label or reimburse reasonable return shipping.

Out-of-specification claims

Each shipment is supplied with a lot-matched Certificate of Analysis. If you believe a material does not meet the specification stated on its Certificate of Analysis, contact us within 30 calendar days of delivery with the lot number, the specification you are disputing, and your analytical results including method, instrument, and conditions. We will review your data against our retained records and, where appropriate, arrange verification testing.

If verification confirms the material was out of specification when supplied, we will replace it or refund it in full, including shipping. If verification confirms the material met specification, we will share our findings and the claim will be closed. Results that reflect reconstitution, dilution, handling, storage, or assay differences after delivery are not out-of-specification findings.

Lost, stolen, and undeliverable shipments

If tracking shows delivery but the package cannot be located, please check with others at the delivery address and with your receiving or mailroom function first, then contact us within 7 calendar days of the delivery scan. We will open a carrier investigation, which typically takes 5 to 10 business days. Where the carrier confirms loss, we will replace or refund the shipment. We are not able to cover packages confirmed delivered to a correct address and subsequently removed from an unattended location, although we will help you pursue a carrier claim and will consider a goodwill remedy case by case.

If a shipment is returned to us as undeliverable because of an incorrect or incomplete address, a refused delivery, or a failure to collect, we will contact you to arrange reshipment at your cost. If the material was temperature-sensitive and its storage chain cannot be verified on return, we cannot resupply that material and a refund may be reduced or unavailable. Please check your shipping address carefully before submitting an order.

Research-use restrictions still apply

Nothing in this policy authorizes any use of a product outside legitimate in-vitro laboratory research. We do not accept returns or issue refunds on the basis of a result, effect, outcome, or experience relating to human or veterinary use, and we will decline claims that describe such use. Our products are not drugs, are not FDA approved, and are not for human or veterinary consumption. See our Research Use Disclosures and Terms and Conditions.

Payment disputes

If you have a concern about a charge, please contact us before initiating a bank dispute or chargeback. We will work with you to resolve it directly, which is almost always faster. Where a dispute is raised without first contacting us, we will respond with our order, dispatch, delivery, and documentation records.

Limitation

Our total liability in connection with any product is limited to the amount you paid for that product, as set out in our Terms and Conditions. We are not liable for consequential losses, including lost research time, lost data, or downstream experimental costs.

Contact

Email support@bhruo.com, or write to:

BHPeptides, LLC d/b/a BH RUO
Attn: Returns
1309 Coffeen Avenue STE 1200
Sheridan, Wyoming 82801
United States

Support hours are Monday through Friday, 9:00 a.m. to 6:00 p.m. Eastern Time. Please do not send returns to this address without a Return Material Authorization number.