The Regena Promise
Every vial, guaranteed — or your money back
Six specific promises, in plain English. If we break any one of them, we refund or re-ship at our cost. This is why researchers stop shopping around after their first Regena order.
The six promises
Every batch is HPLC-tested to ≥99% purity with mass spec identity confirmation. If your independent re-test disagrees, we refund or replace.
Ice-pack integrity on arrival is on us. Warm shipment = expedited re-ship at our cost, no restocking fee.
If we picked the wrong vial or the wrong dose, we ship the correct product priority and cover the return.
Any parcel over 10 working days past our stated SLA gets re-shipped at our cost. No insurance upsell — the promise is built in.
If a batch code on your vial does not resolve to a published COA in our library, we refund the affected units in full.
Working-hours WhatsApp, Telegram and email answered inside 60 minutes on average. Out-of-hours within 12.
Why we can offer this
Most suppliers can't make a guarantee like this because they don't control their own supply chain. We do. Raw peptide is sourced from cGMP-aligned synthesis partners, tested on incoming lot, re-tested by an independent lab at release, packed in Marbella with cold-chain sized to the route, and tracked from dispatch to delivery. When you own the chain end-to-end, you can afford to stand behind it.
How to claim
Message us on WhatsApp, Telegram or email with your order number and a photo (of the packaging on arrival, the wrong item, or the independent lab report). We answer inside 60 minutes in working hours. Approved re-ships dispatch same-day where possible, and refunds hit your original payment method inside three working days.
What isn't covered
Shipments refused at customs in jurisdictions where research compounds may not legally be imported, and units mishandled after delivery (left on a hot doorstep, stored above 25°C, reconstituted with unsuitable diluent). Country-specific import guidance lives on our locations hub.
Frequently asked questions
What if my parcel arrives warm?+
Message us with a photo of the ice-pack condition on arrival. We re-ship the affected units at our cost using an expedited service — no argument, no restocking fee.
What if the batch under-performs?+
If an independent HPLC re-test comes back below the ≥99% purity we published, we refund or replace the affected units in full and quarantine the batch from further sale.
What if the courier loses my order?+
Any parcel that stalls in transit for more than 10 working days past our SLA is re-shipped at our cost. We do not upsell shipping insurance because the promise is already built in.
How long do I have to raise an issue?+
30 days from delivery for cold-chain, damage or wrong-item issues; 90 days for purity concerns backed by an independent lab re-test.
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