Return & Product Guarantee Policy

🛡️ BM-Promise Product Guarantee

If any Boston Molecules product does not perform as described on the product datasheet for the listed applications, species, and conditions, we will provide a free replacement or a full refund — no questions asked.

This guarantee covers all catalog products, including:

• Z-Active® recombinant proteins and cytokines
• Catalog peptides (lyophilized and solution-phase)
• Research antibodies (primary and secondary)

Claim window: Within 12 months of the delivery date.

Performance Claim Process

If a product does not perform as expected, please follow these steps:

Important: Products must have been stored and handled according to the instructions on the product datasheet and Certificate of Analysis (CoA). If protocol details are not provided or troubleshooting recommendations are not followed, we may be unable to process a replacement or refund.

What to Include in Your Claim

To help us resolve your concern as quickly as possible, please include:

• Order number and lot/batch number
• Product catalog number and quantity used
• Application performed (e.g., WB, ELISA, IHC, cell culture)
• Detailed experimental protocol (sample type, dilutions, buffers, incubation times, detection method)
• Storage conditions since receipt (temperature, duration)
• Expected results vs. observed results
• Any supporting data: images, HPLC chromatograms, mass spectrometry data, Western blot images, cell viability assay results, etc.

Returns (Non-Performance Reasons)

If you ordered the wrong product or no longer require an item, the following conditions apply:

✅ Returnable Products

The following products may be returned within 7 business days of receipt, provided they are unopened and in original packaging:

• Lyophilized (freeze-dried) peptides shipped at ambient temperature
• Small molecule compounds
• Laboratory consumables and accessories

A 20% restocking fee will be deducted from the refund. Return shipping costs are the responsibility of the customer. Items must be returned in their original, sealed packaging with all documentation.

❌ Non-Returnable Products

Due to cold-chain integrity requirements, the following products cannot be accepted for return once shipped:

• Recombinant proteins and cytokines (require -20°C / -80°C storage)
• Antibodies shipped on dry ice or cold packs
• Any product shipped with dry ice or requiring cold-chain transport
• Products classified as hazardous materials
• Products that have been opened, reconstituted, or aliquoted

Note: Even though these products cannot be returned for non-performance reasons, they are still fully covered by our BM-Promise performance guarantee. If the product does not work as described, contact our technical support team.

❌ Custom-Manufactured Products

Custom synthesis and production orders are non-returnable, non-refundable, and non-cancellable once synthesis has begun. This includes:

• Custom peptide synthesis (standard, modified, cyclic, stapled)
• Custom recombinant protein expression
• Custom antibody production, engineering, or conjugation
• Any product manufactured to non-standard specifications

However, if a custom product fails to meet the agreed-upon specifications (purity, sequence accuracy, yield, bioactivity), our BM-Promise guarantee applies and we will work with you to re-synthesize or refund.

Damaged, Defective, or Incorrect Shipments

If you receive a product that is damaged during transit, appears defective upon visual inspection, or is the wrong product, please contact us within 10 business days of receipt:

• Email: returns@bostonmolecules.com
• Include: Order number, photos of damaged packaging/product, and shipping label
• Do not discard: Retain all packaging materials and the product until the claim is resolved

We will arrange for a replacement shipment at no additional cost, including expedited shipping when necessary. If the damage is carrier-related, we will file a claim with the shipping carrier on your behalf.

Return Authorization (RMA)

All returns require a Return Merchandise Authorization (RMA) number before shipping the product back. Products returned without an RMA number will be refused at receiving.

1. Contact returns@bostonmolecules.com with your order number, product details, and reason for return.
2. You will receive an RMA number and return shipping address within 1–2 business days.
3. Write the RMA number clearly on the outside of the return package.
4. Ship the product within 7 business days of receiving the RMA. Expired RMAs will not be honored.

Refund Processing

• Performance claims (BM-Promise): Refund issued within 21 business days of confirmed product deficiency.
• Standard returns: Refund (minus 20% restocking fee) issued within 10 business days of receiving the returned product.
• Damaged/incorrect shipments: Replacement shipped within 48 hours, or full refund within 5 business days.

Credit card refunds are applied to the original payment method. Purchase Order refunds are issued as a credit memo to the purchasing institution. Please allow 3–5 additional business days for the refund to appear on your statement.

Need Help?

Our scientific support and returns teams are here to assist you.

Monday – Friday, 9:00 AM – 5:00 PM EST

Last updated: July 2026