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Replacement Policy.

Published: April 2026

Version 2.2 · Updated 28 August 2026 · version history

01. How It Works

Email us at newu.io.peptides@gmail.com with your order reference ( NUP-XXXXXXXX ), a one-line description of what went wrong, and the proof set out in section 02 (photos or the carrier tracking reference).

We respond within one business day.

Once the claim is confirmed, the replacement ships on the next scheduled dispatch with a new tracking number and a live carrier-tracking link.

Our standard commercial remedy is a replacement shipment rather than a monetary refund. That does not displace any remedy applicable law does not permit us to exclude.

02. What We Reship

If your order is seized, lost or damaged , email us - we review every claim and reship. That covers:

Damaged in transit , broken vial, crushed box, compromised seal on arrival.

Lost by the carrier , tracking stalls and the parcel remains undelivered past the threshold below.

Seized or held by customs , detained or returned to sender through no fault of yours.

Wrong item , we shipped a different compound, dosage, or quantity than you ordered.

Defective on arrival , mis-labelled, visibly compromised, or a clear manufacturing defect.

When a shipment is treated as lost

Orders are normally dispatched within 48 hours of confirmed payment , and standard delivery is estimated at 6-14 business days from payment confirmation - see Shipping & Delivery. That estimate tells you when to expect a parcel. It is a separate question from the point at which we treat a parcel as lost, and the two figures are deliberately not derived from one another.

For the purposes of this policy, an international shipment may be treated as lost where it remains undelivered 23 calendar days after dispatch and tracking does not establish successful delivery, subject to the circumstances and evidence of the individual shipment. We do not make you wait for a carrier to formally declare a parcel lost before we act on it.

You do not need to wait for that threshold before contacting us. If a parcel is outside the estimated window, or tracking has not moved for about seven days, email us with your order reference and we open a carrier investigation. Damage, incorrect-item and defect claims do not wait on any window at all - report those as soon as your order arrives.

Proof is required

We cannot action a reship without evidence. Damage, defect, and wrong-item claims need clear photos of the item, its labelling, and the packaging as received. Lost, seized, and non-arrival claims need the carrier tracking reference plus any customs or non-delivery notice you were issued.

03. What We Don't Reship

Buyer's remorse , change of mind after an order is placed.

Wrong shipping address given at checkout. Customers are responsible for providing a complete and accurate delivery address; a correction before dispatch costs nothing, and after dispatch we work with the carrier on a redirect or recovery. Where a parcel is returned or a redirect fails we contact you to agree the resolution, which may include re-dispatch with postage at cost. An address error is not an automatic forfeit of the order - see Shipping & Delivery.

Marked delivered but not received. Check the delivery location, other household or workplace recipients, safe-place instructions and the carrier's delivery evidence first, then contact us promptly and we investigate with the carrier. A carrier scan reading "delivered" is evidence, not an automatic rejection of the claim; a claim we cannot substantiate against the carrier record may not qualify for replacement.

Opened, reconstituted, or handled products outside the original sealed packaging.

Shipping delays outside our control - carrier disruption, customs holds, weather and public holidays - are not on their own grounds for a replacement, because the 6-14 business-day estimate already contemplates them. A non-arrival replacement becomes due once the 23-calendar-day threshold above has passed and tracking still shows no delivery. Customs delay or inspection does not automatically constitute loss; a shipment formally seized, returned or left unresolved is covered under section 02.

Crypto exchange-rate movement between payment submission and on-chain confirmation.

04. Please Don't Chargeback

Chargebacks raised without prior contact may result in account suspension, future orders being declined, and pending affiliate commissions on any linked account being withheld.

05. Crypto & Card

A cryptocurrency payment settles once it is confirmed on-chain. For card and bank payments our standard remedy is the same replacement described above rather than a monetary refund; if a dispute is filed, our payment providers will work with your issuer. None of this restricts a legitimate statutory right, or a lawful right available through your card issuer, bank or payment provider - see Terms § 15.

06. Affiliate & Referral Orders

Orders placed via an affiliate or referral link are covered the same way. Affiliate commissions on reshipped orders are not paid twice, the original commission remains with the referring affiliate.

07. Changes

We may update this page over time. Every revision carries a version number and date, and superseded revisions are retained in the version history below. The version in effect when your order was placed is the one that applies to that order; email us with your order reference if you need that wording.

08. Contact

New-U Research Compounds Operated by Hilxera Distribution Services LLC Wyoming, USA · ID: 2026-001928701 Email: newu.io.peptides@gmail.com Website: new-u.io

09. Version History

v2.2 · 28 August 2026

Removed “there is no refund policy” and “all sales are final” as absolute statements. Replacement is now stated as our standard commercial remedy, expressly subject to remedies that cannot lawfully be excluded.

Added a statutory-rights saving covering refund, replacement and cancellation rights, mirroring Terms § 13.

Removed the “16-day delivery window”. The lost-parcel threshold is now stated as a figure in its own right — 23 calendar days after dispatch — instead of arithmetic on a delivery window, and the delivery estimate (6–14 business days from payment confirmation) is quoted from the same source as Shipping & Delivery and Terms § 08.

Corrected the dispatch figure to normally within 48 hours of confirmed payment , replacing “within one business day”, which disagreed with every other page.

Rewrote the delivery-address exclusion: an address error is no longer an automatic forfeit, and the resolution process is described.

Rewrote the “marked delivered, claimed not received” exclusion: a claim is now investigated against the carrier's delivery evidence rather than rejected outright for want of an affidavit.

Clarified that customs delay or inspection does not automatically constitute loss, while a formally seized, returned or unresolved shipment is covered.

Added a statutory and issuer-rights saving to the card and cryptocurrency section.

Retitled the page “Replacement Policy”, matching how every other document refers to it.

v2.1 · 13 July 2026

Previous published revision, retained on the record. It was headed “No Refunds. We Reship.”, stated that there is no refund policy and that all sales are final, measured non-arrival against a 16-day delivery window from dispatch with a 7-day buffer, described dispatch as within one business day of a confirmed order, treated a wrong shipping address as a discretionary re-ship at the customer's postage cost, and excluded delivered-but-not-received claims without a carrier non-delivery affidavit.

v1.0 · April 2026

First published replacement policy.

Your order is governed by the version of this policy in force on the day you placed it. If you need the wording as it stood at that time, email us with your order reference and we will send it.

PRECISION. PURITY. PERFORMANCE.

Research peptides at >99% HPLC-verified purity, third-party tested by Janoshik Analytical & Freedom Diagnostics, with Certificates of Analysis published per released batch. Supplied strictly for laboratory research use.

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