Refund Policy

Last updated: May 2026

1. Overview

Elva Research Limited ("Elva Research", "we", "us", "our") is committed to supplying high-quality lyophilised peptide research vials to the scientific research community. We understand that issues can occasionally arise with orders, and this policy sets out the circumstances in which refunds or replacements may be issued, and the process for requesting them.

Because our products are biological research materials with strict handling, storage, and chain-of-custody requirements, our ability to accept returns is limited compared to standard retail goods. This policy applies to all orders placed through the Elva Research website and is governed by the laws of Seychelles.

2. Eligibility for Refunds

A refund or replacement may be considered in the following circumstances:

• Damaged or defective products: Goods that arrive in a visibly damaged condition or that demonstrably fail to conform to their stated specification.
• Incorrect items dispatched: Where Elva Research sends a product different from the one ordered.
• Order cancellation before dispatch: Orders cancelled by the customer before the goods have been dispatched from our facility.
• Non-delivery: Where an order is confirmed as lost in transit by the carrier following a formal investigation.

All other refund requests — including change of mind, ordering in error after dispatch, or failure to comply with storage and handling instructions — fall outside the scope of this policy and will not be considered.

3. Damaged or Defective Products

If your order arrives damaged or the product does not match its specification, you must notify us within 48 hours of receipt. Claims submitted outside this window cannot be accepted.

To raise a damaged or defective goods claim, please contact us at help@elvalabs.co with:

• Your order number;
• A clear description of the damage or defect;
• Photographic evidence showing the condition of the outer packaging, the product vial(s), and any visible damage;
• Confirmation that the product has been stored appropriately since receipt.

Upon review of the evidence, Elva Research will, at our sole discretion, offer either a replacement of the affected product(s) or a full refund of the purchase price. We reserve the right to request return of damaged goods before processing a resolution, at our cost.

4. Order Cancellations

You may cancel your order for a full refund provided it has not yet been dispatched from our facility. To request a cancellation, contact us immediately at help@elvalabs.co with your order number.

Given that orders are typically processed and dispatched within 1–2 business days, we strongly recommend contacting us as soon as possible after placing an order if you wish to cancel. Once dispatch has occurred, the cancellation window is closed and the standard refund terms apply.

Elva Research reserves the right to cancel any order at our discretion — for example, where we have reason to believe the product is being purchased for non-research purposes — and will issue a full refund in such cases.

5. Non-Refundable Items

The following products and circumstances are explicitly excluded from our refund and returns policy:

• Opened vials: Any product whose vial seal has been broken, pierced, or removed cannot be accepted for return or refund. Once the integrity of the vial is compromised, we have no means of verifying the condition, storage history, or content of the product.
• Reconstituted products: Lyophilised peptides that have been reconstituted with bacteriostatic water, acetic acid, or any other solvent are considered used and are entirely non-refundable.
• Products stored incorrectly: Refunds will not be issued where damage or degradation is attributable to improper storage, handling, or use by the customer.
• Change of mind: We do not accept returns or issue refunds on the basis of a change of mind after dispatch.
• Ordering errors after dispatch: If an incorrect product or quantity was ordered and the goods have already been dispatched, we are unable to offer a refund.
• Custom or made-to-order products: Products manufactured or sourced specifically to fulfil a custom order are non-refundable.

These exclusions exist specifically because of the temperature-sensitive and biologically active nature of our products. Once a cold-chain compound leaves our facility and is handled by a third party, the integrity of the product can no longer be guaranteed. Accepting returns of such products would present unacceptable quality and safety risks.

6. How to Request a Refund

To initiate a refund or replacement request, please contact our customer support team:

• Email: help@elvalabs.co
• Include your order number in the subject line (e.g. "Refund Request – Order #12345");
• Provide a clear description of the issue and any supporting evidence (photographs, delivery confirmation, etc.);
• Submit your request within the applicable timeframe (48 hours for damaged goods; before dispatch for cancellations).

We aim to acknowledge all refund requests within 1 business day and to provide a resolution within 3–5 business days of receiving all required information. We may request additional details or evidence before a decision is made.

7. Refund Timeline

Where a refund is approved, it will be processed to the original payment method used at the time of purchase. Please note the following timelines:

• Processing by Elva Research: Approved refunds are typically processed within 5–10 business days of the decision being communicated to you.
• Bank or card processing time: Once processed by us, your bank or card provider may take a further 3–5 business days to credit the funds to your account. This is outside our control.
• Cancellation refunds: For orders cancelled before dispatch, refunds are typically processed within 2–3 business days.

If you have not received your refund within 14 business days of receiving our confirmation, please contact us at help@elvalabs.co and we will investigate.

Refunds will only be issued to the original payment method and original purchaser. We are unable to issue refunds to a different card, bank account, or third party.

8. Exchanges

We do not operate a standard exchange programme for dispatched orders. In cases where an incorrect product was dispatched by Elva Research, we will arrange a replacement of the correct item at no additional cost to you, subject to availability.

If the correct product is unavailable at the time of resolution, a full refund will be offered instead. Exchanges requested due to a change of mind, ordering error by the customer, or any reason outside of our fulfilment error are not available once goods have been dispatched.

9. Contact Us

If you have any questions about this Refund Policy, or if you wish to raise a concern about an order, please get in touch:

• Email: help@elvalabs.co
• Company: Elva Research Limited, registered in Seychelles, 306 Victoria House, Mahé

We are committed to resolving any issues fairly and promptly. Please provide as much detail as possible when contacting us so we can assist you efficiently.

This Refund Policy forms part of our Terms & Conditions. Elva Research Limited products are supplied exclusively for in vitro scientific research and are not intended for human or veterinary use. All statutory rights under the Consumer Rights Act 2015 and applicable UK consumer legislation are preserved and are not affected by this policy.