Refund Policy

Overview

Pumptides accepts crypto on the Solana mainnet. Once a payment is confirmed on-chain, the order is final from a settlement standpoint — we cannot reverse the transaction. What we can do is issue a fresh on-chain refund back to the originating wallet, which is how every refund under this policy works.

Refunds are sent in the same asset you paid with, to the same wallet that signed the original transaction.

Eligible reasons

You are entitled to a full refund in any of the following cases:

• Damaged on arrival — pen integrity compromised, label damage, tamper-evident seal broken on receipt.
• Lost in transit — once the carrier confirms loss in writing, or at the carrier's defined "presumed lost" milestone (typically 21 days for international tracked).
• Wrong item shipped — you received a different product or dosage than ordered.
• Failed batch verification — the lot you received does not match the published Janoshik certificate, evidenced by the lot code on the pen.
• Merchant cancellation — we cancelled your order after acceptance for any reason.

Ineligible cases

The following are not eligible for refund:

• Change of mind once the order has dispatched.
• Customs seizure or destruction in your jurisdiction.
• Refusal of delivery without prior agreement.
• Damage caused by storage outside the recommended conditions after delivery.
• Loss of the package after the carrier records "delivered" with valid proof of delivery (signature, photo, or tracking event).
• Movement in the price of SOL, USDC, or $PUMP between order placement and delivery.

If you live in a jurisdiction where importing research peptides requires a licence, refunds are not available where the licence is missing or invalid.

How to claim

Email support@pumptides.xyz with:

1. Your order ID (format PT-XXXX-XXXX).
2. The transaction signature from Solscan.
3. A short description of the issue.
4. For damage, two photos — one of the outer packaging on receipt, one of the pen.

We acknowledge within one UK business day. Where the issue requires inspection by Alluvi Labs (failed verification, suspected counterfeit), turnaround is typically three to five business days.

Timing

• Approved within 1 UK business day for clear-cut cases (wrong item, merchant cancellation).
• Approved within 5 business days for cases needing carrier confirmation or batch inspection.
• Refunded on-chain within 24 hours of approval.

Once we sign the refund transaction it lands in your wallet within seconds. Solana settlement times are typically under one second.

Asset and amount returned

Refunds are denominated in the same asset you paid with, to the same wallet you paid from.

• You paid in SOL → you get SOL back.
• You paid in USDC → you get USDC back.
• You paid in $PUMP → you get $PUMP back, including the discount.

The amount returned equals the on-chain amount we received from your original transfer. We do not reimburse network fees, and we do not adjust for token-price movements between purchase and refund. If SOL has doubled in price between order and refund, you still receive the same number of SOL you paid.

Order cancellations

You can cancel an order any time before dispatch. Email support@pumptides.xyz with your order ID. We process pre-dispatch cancellations same day on UK business days.

After dispatch, the order moves under the standard refund process above.

Customs holds and seizures

Pumptides is not responsible for customs holds, seizures, fines, or destruction of parcels by import authorities. It is your responsibility to verify that import of research peptides is lawful in your country before placing an order.

Where customs returns a parcel to us in saleable condition, we issue a refund less the actual return shipping cost. Where the parcel is destroyed or not returned, no refund is available.

Partial refunds

For multi-pen orders where one pen is damaged or missing, we issue a partial refund proportional to the affected items, calculated against the original GBP price at the rate paid. The remainder of the order stands.

Wholesale orders

Wholesale orders (25+ units) are governed by the contract signed with our wholesale team rather than this page. The default position is the same as the retail policy above, but commercial contracts may amend the timings, asset, and inspection rules.

Contact

Email support@pumptides.xyz for any refund-related question. Wholesale clients should email wholesale@pumptides.xyz instead.