Returns & Refunds
Because these are sealed research materials whose integrity depends on unbroken cold-chain and storage conditions we cannot verify once a package leaves our control, our return policy is necessarily narrow. What follows is exactly what we will and will not do.
1. Sealed materials are non-returnable
Once dispatched, vials cannot be returned for restocking or resale, whether opened or unopened. We cannot verify the storage conditions a product has been held under after delivery, and will not resell material whose handling history is unknown.
2. What we will replace or refund in full
We will replace the material or refund the purchase price, at your election, where:
- The lot does not match its certificate of analysis. If independent analysis shows the material falls outside its stated specification, we replace or refund in full, including shipping.
- The wrong item or quantity was shipped.
- The material arrived damaged — broken vial, compromised seal, or packaging failure — reported within 7 days of delivery.
- The shipment never arrived and a carrier trace confirms loss in transit.
3. How to make a claim
Email [email protected] within 7 days of delivery with:
- Your order number and the lot number on the vial;
- A description of the issue;
- Photographs of the vial, label, and outer packaging;
- For specification claims, the analytical data supporting the discrepancy.
We respond to claims within 2 business days. Do not discard the material or packaging until the claim is resolved — we may need it.
4. Specification disputes
Where your analysis and ours disagree, we will re-test the retained sample from the same lot. If the dispute is unresolved after re-testing, the material may be submitted to a mutually agreed independent laboratory. Where that analysis confirms the material was out of specification, we bear the testing cost and refund in full; where it confirms conformity, the testing cost is borne by the Buyer.
5. Refund method and timing
Approved refunds are issued to the original payment method within 5 business days of approval. Purchase-order customers receive a credit note against the original invoice. Depending on your bank or card issuer, funds may take a further 5–10 business days to appear.
6. Order cancellation
Orders may be cancelled without charge any time before dispatch. Once dispatched, an order cannot be cancelled and is governed by this policy.
7. Refused, undeliverable, or abandoned shipments
Shipments refused at delivery, abandoned at customs, or returned as undeliverable due to an incorrect address supplied by the Buyer are not eligible for refund of the product price or shipping, as material integrity cannot be assured after an extended uncontrolled transit.
8. What this policy does not cover
- Results obtained in your research, or suitability for a particular application;
- Degradation from improper storage after delivery;
- Buyer’s change of mind, ordering error, or over-ordering;
- Any use inconsistent with our Terms of Sale, including any human or veterinary administration.
9. Contact
Pep Plus Labs LLC
6403 Indian Autumn Trace
Manvel, TX 77587
[email protected] · (832) 985-9668