Returns & Refunds

Order changes and cancellations

Contact us as soon as possible, preferably within two hours of placing your order. Requests received later will still be reviewed. Whether an order can be canceled depends on its actual preparation and dispatch stage.

A Processing status or a newly created tracking number does not, by itself, mean that cancellation is impossible. We check whether fulfillment can still be stopped. Once a parcel has been handed to the carrier, interception cannot be guaranteed.

For dispatched orders, ordinary returns follow the procedure below. Incorrect, damaged, undelivered or verified non-conforming goods are reviewed separately.

Ordinary return eligibility

Request an ordinary return within 14 calendar days after delivery. This is the deadline to submit the request; the parcel does not have to arrive back within those 14 days.

Eligible items must be unopened, in their original packaging, with tamper-evident seals intact, and stored as specified for the product. Ordinary returns exclude opened items, broken seals and damage caused by improper customer storage.

Custom or clearance items are excluded only where this condition was expressly agreed before purchase. These exclusions do not automatically exclude claims for incorrect, damaged or verified non-conforming goods.

How to request and send a return

1. Use Contact Us and provide your order number, product name, delivery date, reason for return and relevant photographs.
2. Wait for the return merchandise authorization (RMA), instructions and confirmed return address. Do not send goods to an assumed address.
3. Dispatch the authorized return within seven calendar days of receiving the RMA and provide the tracking information.
4. Support reviews the returned items and communicates the outcome and, where applicable, the approved refund.

Shipping costs for returns

For ordinary returns, customers pay return shipping, and paid original shipping charges are not refunded. We will not retrospectively deduct an undisclosed shipping charge from an order that originally qualified for free shipping.

For verified incorrect, damaged or non-conforming goods, Silo Peptides covers reasonable return or replacement shipping costs approved by support in advance.

Incorrect, damaged or non-conforming goods

Report an incorrect item or visible shipping damage as soon as possible, preferably within 48 hours of delivery. Include your order number and photographs of the product and outer packaging. Reports submitted after 48 hours are still reviewed based on the available evidence.

If you believe supplied goods do not meet the agreed specifications, send the relevant product, batch and supporting information so we can review the issue. Ordinary-return exclusions are not automatically applied to a verified problem with the supplied goods.

Missing shipments and replacement options

If a parcel appears missing, contact us so we can investigate with the carrier. A delivery estimate being exceeded does not, by itself, establish that a parcel is lost.

Qualifying incorrect, verified damaged or confirmed lost shipments, and verified non-conforming goods, are normally resolved with one free replacement shipment. If replacement is unavailable, fulfillment is not possible or another remedy is agreed, a refund covers the affected goods and their attributable paid shipping charges. Unaffected goods continue through normal fulfillment.

A further problem with a replacement is reviewed separately. A full refund and a free replacement are not both provided for the same affected goods.

Refund processing and payment route

Following receipt and inspection of a return and approval of the refund, we initiate the refund within 5–10 business days. Where a return is not required, the period starts on approval. Actual receipt depends on the payment provider; the processing period is not a guaranteed arrival date for the funds.

Refunds use the original payment method where supported. An alternative is agreed if the original method does not support a return transfer. Customers are not required to send an additional payment to receive their refund. We communicate the refund status through the order contact channel.

Business days are Monday to Friday in Beijing time (UTC+8), excluding announced operating holidays. Calendar-day deadlines run every day. Any different schedule for a specific order will be stated in its written quotation.