Refund & Return Policy

1. All Sales Are Final

All sales are final. Pepfides LLC does not accept returns or exchanges and does not offer refunds once an order has been placed and payment has been authorized.

This is not an arbitrary policy. These are research chemicals. Once a vial leaves our custody we cannot verify how it was transported, received, stored, opened, handled, or whether anything was added to or removed from it. A returned unit could not be resold to another researcher with any honest representation about its condition or chain of custody, and we will not resell material we cannot stand behind. Accepting returns would mean either destroying returned stock at your expense or shipping material of unknown provenance to someone else. We do neither.

We do not refund for change of mind, ordering the wrong item, ordering the wrong quantity, no longer needing an item, dissatisfaction with research results, or any use of a product outside its intended in-vitro laboratory research purpose.

2. When We Will Make It Right

We stand behind what we ship. You may make a claim if your order:

• Arrived visibly damaged — the vial is broken, cracked, compromised, or the seal is breached.
• Is materially incorrect — you received the wrong product, the wrong strength, or the wrong quantity.
• Was not delivered — the carrier has not delivered it and it is not simply in transit or delayed.

A valid claim is remedied by a replacement at our cost or, at Pepfides LLC's sole discretion, a refund of the purchase price. Where we replace, we pay the shipping.

3. Claim Window

Contact us at [email protected] within seven (7) days of delivery for a damaged or incorrect order, or within seven (7) days of the expected delivery date for an order that was not delivered.

One window, one clock, for every claim type. Claims submitted after the window cannot be honored, because after that point we can no longer distinguish a transit or fulfillment problem from post-delivery storage and handling.

4. What We Need From You

Send us, in one message:

• Your order number.
• A short description of the problem.
• For a damaged order — photographs of the damaged item, the packing slip, and the outer packaging including the shipping label. Photograph everything before discarding any of it.
• For an incorrect order — photographs of what you received, including the vial label showing product name and lot or batch number.
• For a non-delivery — confirmation that you have checked with your household, neighbors, building management, and the carrier, and the tracking status you see.

We are not asking you to film an unboxing video and we will not deny an honest claim for lack of one. Photographs and your order record are enough. Keep the packaging until the claim is resolved — if you have already discarded it, tell us and we will work with what you have.

We review each claim on its facts and in good faith. We may ask follow-up questions or ask you to return the item at our cost before we resolve a claim.

5. What Is Not Eligible

• Any product that has been reconstituted, dissolved, diluted, aliquoted, opened, or combined with any other substance. Once a unit is reconstituted, its condition depends entirely on your materials, technique, and storage, and we have no way to assess it.
• Any product where the claim is about condition, purity, potency, or stability after delivery. A Certificate of Analysis reports testing of a sample of a lot at the time of testing; it is not a warranty of the delivered unit's condition later. See the Disclaimer.
• Any claim arising from storage or handling after delivery, including exposure to light, moisture, heat, or repeated freeze-thaw cycles.
• Arrival at ambient temperature. Lyophilized material is stable in normal transit and ships at ambient temperature by design.
• Any product used, or intended to be used, for any purpose other than in-vitro laboratory research — including any administration to a human or animal. We do not remedy claims arising from prohibited use.
• Orders undeliverable, returned, refused, unclaimed, or lost because of an address you provided that was wrong or incomplete. See the Shipping Policy.
• Theft after a carrier-confirmed delivery.
• Delay in transit, where the order was delivered.

Shipping Policy →

6. Refund Processing

Where we approve a refund, we issue it to the original payment method. We initiate it within five (5) business days of approving the claim. How long it then takes to appear is set by your bank or card issuer, not by us — typically five to ten (5–10) business days for a card, and up to ten (10) business days for ACH. We cannot expedite that.

We do not issue refunds to a different payment method, a different person, or as store credit unless we offer it and you agree.

7. Order Cancellation

You may request cancellation by emailing [email protected]. We can usually cancel an order that has not yet been packed or shipped. Once an order has shipped it cannot be cancelled, and Section 1 applies.

Pepfides LLC may cancel any order at any time before shipment, for any reason, including failed verification, suspected fraud, a restricted destination, a pricing or listing error, or unavailability. If we cancel before shipment you are not charged, or the charge is reversed in full.

8. Contact Us Before Disputing a Charge

If something is wrong with your order or a charge, contact [email protected] first. We will work with you, and we can almost always resolve it faster than your bank can.

Filing a chargeback or payment dispute without contacting us first is a breach of our Terms. If you initiate a chargeback, Pepfides LLC may permanently close your account and refuse to accept any future order from you, in addition to recovering amounts owed and any fees and costs. The full provision is in the Terms and Conditions of Purchase.

If you genuinely believe your card or bank account was used without your permission, contact us immediately and also notify your bank — we will investigate in good faith and will not penalize a verified fraud victim for reporting fraud.

Chargebacks & Payment Disputes in the Terms →

9. Relationship to Our Other Terms

This Refund & Return Policy supplements, and does not replace, the Terms and Conditions of Purchase. In the event of any conflict or inconsistency, the Terms and Conditions of Purchase govern. Limitation of liability, disclaimer of warranties, indemnification, arbitration, and governing law are addressed there and are not restated here.

We may update this Policy at any time. Updates take effect when posted here with a new "Last updated" date, and the version in effect when you place an order governs that order.

10. Contact

Claims and refund questions: [email protected].

All products sold by Pepfides LLC are for laboratory and research use only and are not for human consumption. You must be 21 or older to purchase.