Refund and Order Resolution Policy

Last Updated: December 1, 2025

IMPORTANT NOTICE: ENERTIVA MANUFACTURES AND SUPPLIES PRODUCTS LABELED “FOR PROFESSIONAL USE ONLY” EXCLUSIVELY TO LICENSED HEALTHCARE PROFESSIONALS. ENERTIVA DOES NOT PROVIDE CLINICAL GUIDANCE OR DETERMINE APPROPRIATE USE—THAT IS THE SOLE RESPONSIBILITY OF THE PROVIDER. DUE TO THE TEMPERATURE-SENSITIVE NATURE OF OUR PRODUCTS, ALL SALES ARE FINAL ONCE SHIPPED, EXCEPT AS EXPRESSLY PROVIDED BELOW.

Overview

ENERTIVA (“we,” “us,” or “our”) manufactures and distributes peptides and compounds to licensed healthcare professionals. Our products are temperature-sensitive and require strictly controlled storage conditions. To maintain product integrity and uphold chain-of-custody standards, we enforce strict policies regarding cancellations, returns, and refunds. This policy is incorporated into and subject to the Provider Terms and Conditions governing all product purchases.

All Sales Final

Due to the specialized nature of our products and the critical requirement for controlled storage and handling, all sales are considered final once shipped. We cannot accept returns or exchanges of products that have left our facility, as we cannot verify that proper storage conditions have been maintained during transit or after delivery. This policy is in place to protect both ENERTIVA and our customers by ensuring absolute product integrity.

Order Cancellations

Order cancellations are accepted only prior to shipment. Once an order has entered the fulfillment process or has shipped, it cannot be canceled or modified. To request a cancellation before shipment, please contact our support team immediately with your order number. We will confirm whether your order is eligible for cancellation. Orders successfully canceled before shipment will receive a full refund to the original payment method.

Manufacturing Defects

ENERTIVA stands firmly behind the quality of our products. If you believe you have received a product with a manufacturing defect—meaning the product fails to conform to the specifications stated in the Certificate of Analysis (COA) at the time of shipment due to ENERTIVA’s manufacturing process—you must notify us in writing within fourteen (14) days of receipt.

To report a suspected manufacturing defect, please contact our support team with: (a) your order number; (b) the product name and lot number; (c) a detailed description of the suspected defect; and (d) any supporting documentation or photographs. ENERTIVA will review your claim and, if we confirm a manufacturing defect, we will, at our sole option, replace the product or issue a refund for the purchase price of the affected product.

Damaged, Missing, or Incorrect Items

All shipments are inspected and verified prior to release from our facility. If your order arrives with missing, incorrect, or visibly damaged items, you must notify us immediately upon receipt—and in no event later than forty-eight (48) hours after delivery. Please contact our support team with your order number, a description of the issue, and photographs of any damage (including packaging).

Our team will review each case and provide an appropriate resolution, which may include replacement of affected items or credit authorization, at ENERTIVA’s sole discretion. Claims submitted after the 48-hour window may not be eligible for resolution.

Refund Processing

Refunds are issued exclusively under the following circumstances: (a) orders canceled prior to shipment; (b) verified manufacturing defects confirmed by ENERTIVA’s quality assurance team; or (c) verified shipping errors attributable to ENERTIVA. Refunds are not available for any other reason, including but not limited to change of mind, ordering errors by the customer, or products that have been opened, used, or improperly stored after delivery.

Once a refund is approved, it will be processed to the original payment method within ten (10) business days. Additional processing time may occur depending on your financial institution. If more than fifteen (15) business days have passed since your refund approval and you have not received your refund, please contact our support team.

Shipping

ENERTIVA currently ships only within the United States. We do not ship internationally. Any order placed for delivery outside the United States will be canceled and refunded. ENERTIVA assumes no responsibility for orders shipped to forwarding services or for any attempt to redirect shipments outside the United States.

Products are shipped with appropriate temperature controls when required. Risk of loss and title pass to the Provider upon delivery to the carrier. ENERTIVA is not responsible for delays caused by carriers, weather, or other circumstances beyond our control. If tracking shows a package as delivered but you have not received it, please contact the carrier directly to file a claim.

Storage Requirements

Products must be stored in accordance with the specifications provided with each product. Failure to maintain proper storage conditions after delivery may result in product degradation. ENERTIVA bears no responsibility for products that have been improperly stored, and claims based on product degradation due to improper storage will not be honored.

Regulatory Status and Provider Responsibility

ENERTIVA products are labeled “For Professional Use Only” and are sold exclusively to licensed healthcare professionals. Products are not FDA-approved for any specific indication. ENERTIVA is solely a manufacturer and supplier—we do not provide clinical guidance, treatment recommendations, or advice on appropriate use. The determination of how to use any product is exclusively within the Provider’s professional judgment and scope of practice.

The regulatory landscape for peptides and compounded products varies by state and is subject to change. Providers 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. ENERTIVA encourages Providers to consult with qualified legal counsel regarding their specific compliance obligations.

By purchasing products from ENERTIVA, the Provider represents that they have independently determined that their intended use is lawful under their professional license and applicable regulations. ENERTIVA makes no representations regarding the appropriateness of any product for any particular use, and this Refund Policy does not expand or modify any terms set forth in the Provider Terms and Conditions.