Pepvee operates a no-returns policy. Due to the sensitive nature of research-grade compounds, cold-chain shipping requirements, and the inability to verify product integrity once a shipment leaves our facility, we do not accept returns of research products for any reason of buyer preference, change of mind, mis-order, or post-delivery handling.

Our no-returns position protects the integrity of our catalog. A product that has left Pepvee custody cannot be re-entered into inventory, regardless of its external appearance, because we cannot verify it has been stored, handled, and temperature-controlled per the specifications on its Certificate of Analysis.

Limited Exceptions

We will issue a replacement or refund only in the following narrowly-defined circumstances:

• Damage in transit — the package or product arrives visibly damaged, leaking, or with compromised packaging
• Temperature excursion — the product arrives with evidence that cold-chain integrity failed during transit (thawed ice packs on a product that requires cold shipping, etc.)
• Non-conformance to Certificate of Analysis — the product is demonstrably different from what the Certificate of Analysis documents
• Wrong product shipped — Pepvee shipped a product different from what was ordered, confirmed by SKU and batch identifier
• Non-delivery — the order was marked shipped but the carrier cannot confirm delivery within a reasonable window

Not Eligible

The following situations are not eligible for replacement or refund:

• Product that has been opened, reconstituted, or partially used
• Change of mind, accidental order, or incorrect quantity ordered by the buyer
• Product shipped to an incorrect address provided by the buyer
• Package confirmed delivered by the carrier but reported missing after delivery
• Product returned to us without prior authorization (such returns will not be accepted by our facility)
• Reports submitted outside the reporting window below

Reporting Window

Reports of damage, temperature excursion, or non-conformance must be submitted within 3 business days of delivery. Submissions after this window are not eligible. Include with your report:

• Order number
• Photos of the package exterior, internal packaging, and the product itself
• Brief description of the issue
• Batch identifier if the issue is a suspected non-conformance

Send reports to support@pepvee.com.

Resolution

When a report qualifies under the limited exceptions above, our team will confirm one of the following resolutions with you:

• Replacement shipment at no additional cost
• Store credit equivalent to the affected product value
• Refund to the original payment method

Approved refunds are processed within 3-5 business days of authorization. Time for funds to appear depends on payment method and financial institution.

Order Cancellation Before Shipment

Orders that have not yet entered fulfillment can be cancelled if we receive your request before pickup. Contact support@pepvee.com as soon as possible. Once an order has been picked up by the carrier, it cannot be cancelled and falls under this no-returns policy.

Contact

Questions about this policy: support@pepvee.com