Refund and Cancellation Policy
Last Updated: January 1, 2026
IMPORTANT: PUREDIRECT SUPPLIES PRODUCTS LABELED FOR PROFESSIONAL USE ONLY, EXCLUSIVELY TO LICENSED CLINICIANS, VERIFIED RESEARCH ORGANIZATIONS, AND OTHER AUTHORIZED ACCOUNTS. PUREDIRECT DOES NOT PROVIDE CLINICAL GUIDANCE OR DETERMINE APPROPRIATE USE. THAT IS THE SOLE RESPONSIBILITY OF THE ACCOUNT HOLDER. BECAUSE OUR PRODUCTS ARE TEMPERATURE-SENSITIVE, ALL SALES ARE FINAL ONCE SHIPPED, EXCEPT AS EXPRESSLY PROVIDED BELOW.
1. Overview
PureDirect ("PureDirect," "we," "us," or "our") supplies lyophilized peptides and oral formulations to licensed clinicians, verified research organizations, and other authorized accounts. Our products are temperature-sensitive and require controlled storage conditions. To maintain product integrity and chain of custody, we apply strict policies regarding cancellations, returns, and refunds.
This policy is incorporated into and subject to the Terms and Conditions and the Provider Terms and Conditions governing all product purchases, and should be read together with our Shipping and Distribution Policy.
2. All Sales Final
Because of the nature of our products and the requirement for controlled storage and handling, all sales are final once shipped. We cannot accept returns or exchanges of product that has left our facility, because we cannot verify that proper storage conditions have been maintained after delivery. This protects both PureDirect and our accounts by preserving the integrity of product in circulation.
3. Order Cancellations
Cancellations are accepted only prior to shipment. Once an order has entered fulfillment or has shipped, it cannot be canceled or modified.
To request a cancellation before shipment, contact Support@puredirect.org immediately with your order number. We will confirm whether the order remains eligible. Orders canceled before shipment are refunded in full to the original payment method.
4. Manufacturing Defects
PureDirect stands behind the quality of our products. A manufacturing defect means product that fails to conform to the specifications stated in the Certificate of Analysis at the time of shipment, as a result of our manufacturing process.
If you believe you have received defective product, notify us in writing within fourteen (14) days of receipt at Support@puredirect.org, including:
- Your order number
- The product name and lot number
- The description of the suspected defect
- Any supporting documentation or photographs
We will review the claim, and where a manufacturing defect is confirmed, we will either replace the product or issue a refund for the purchase price of the affected product, at our option.
5. Damaged, Missing, OR Incorrect Items
All shipments are inspected and verified prior to release from our facility. If an order arrives with missing, incorrect, or visibly damaged items, notify us immediately on receipt and in no event later than forty-eight (48) hours after delivery, at Support@puredirect.org.
Include your order number, a description of the issue, and photographs of any damage, including the packaging. Retain the shipping container and packaging materials until the matter is resolved.
We will review each case and provide an appropriate resolution, which may include replacement of affected items or account credit, at our discretion. Claims submitted after the 48-hour window may not be eligible for resolution.
6. Refund Processing
Refunds are issued only in the following circumstances:
- Orders canceled prior to shipment
- Manufacturing defects confirmed by our quality team
- Shipping errors attributable to PureDirect
Refunds are not available for any other reason, including change of mind, ordering errors by the account holder, or product that has been opened, used, or improperly stored after delivery.
Once approved, refunds are processed to the original payment method within ten (10) business days. Additional time may be required by your financial institution. If more than fifteen (15) business days have passed since approval and you have not received the refund, contact Support@puredirect.org.
7. Shipping and Risk of Loss
PureDirect ships only within the United States and does not ship internationally. Any order placed for delivery outside the United States will be canceled and refunded. We assume no responsibility for orders routed through forwarding services or for any attempt to redirect a shipment outside the United States.
Product is shipped with appropriate temperature controls where required. Risk of loss and title pass to the account holder upon delivery to the carrier. We are not responsible for delays caused by carriers, weather, or other circumstances beyond our control. If tracking shows a package as delivered and it has not been received, contact the carrier directly and file a claim.
Delivery timelines and packaging are addressed in the PureDirect Shipping and Distribution Policy.
8. Storage Requirements
Product must be stored in accordance with the conditions printed on the product label and the accompanying Certificate of Analysis. Failure to maintain proper storage conditions after delivery may result in product degradation.
PureDirect bears no responsibility for product that has been improperly stored, and claims based on degradation resulting from improper storage after delivery will not be honored.
9. Professional Responsibility
PureDirect products are labeled for professional use only and are supplied exclusively to licensed clinicians, verified research organizations, and other authorized accounts. Products are not FDA-approved for any specific indication.
PureDirect is a manufacturer and supplier. We do not provide clinical guidance, treatment recommendations, or advice on appropriate use. How any product is used rests exclusively within the account holder’s professional judgment, scope of practice, and, where applicable, institutional protocols.
The regulatory landscape for peptides and compounded products varies by state and is subject to change. Account holders are responsible for independently evaluating and complying with all applicable federal, state, and local laws governing their practice, including requirements for informed consent, documentation, and any necessary approvals or authorizations. We encourage account holders to consult qualified legal counsel regarding their specific compliance obligations.
By purchasing from PureDirect, the account holder represents that it has independently determined that its intended use is lawful under its license and applicable regulations. We make no representation regarding the appropriateness of any product for any particular use, and this policy does not expand or modify any term set forth in the Terms and Conditions or the Provider Terms and Conditions.
10. Policy Changes
We may modify this policy at any time. Changes take effect upon posting to our website. Your continued use of our services after a change constitutes acceptance of the revised policy. The policy in effect at the time of your order governs that transaction.
11. Contact
For questions about this policy, to request an order cancellation, or to report an issue with an order:
PureDirect
5940 S. Rainbow Blvd.
Las Vegas, NV 89118-2540
Email: Support@puredirect.org