Research-grade peptides are not a category where customers should have to argue with a vendor. This Refund Policy is the bilateral commitment that says: certificate failure, shipping damage, lost shipment. PepNation refunds or replaces, on a tight workflow, every time.
The Refund Policy collapses to three commitments. Each is described in the sections that follow with the operational detail a researcher needs to actually invoke them. The commitments are cumulative: a single Order can be eligible for more than one at the same time, and Researchers do not have to choose.
Every lot ships with two PDFs from an independent laboratory: an HPLC purity certificate and a separate pH test certificate. Both PDFs are linked from the relevant product page before the lot ships, and are referenced on the order paperwork. The certificate is the binding statement of identity, purity and pH for the lot.
If the Researcher own analytical work, or an independent laboratory, demonstrates that the delivered lot fails to match the certificate stated identity, purity (within the certificate published margin) or pH band, PepNation refunds or replaces the Order in full. The Researcher is not required to disclose internal protocols, lab identity or proprietary methods to invoke this guarantee. A statement of result, the Researcher role, and the lot identifier are sufficient.
If an Order is lost, damaged, seized at customs without a Researcher-side resolution path, or arrives damaged at delivery, PepNation replaces the Order on the next working day after the issue is reported, free of further charge. This guarantee is independent of carrier-side investigations: we do not wait for the carrier to formally declare a loss before re-shipping.
Researchers can cancel any Order before the carrier collects the parcel and receive a same-day refund to the original payment method. Cancellations are accepted by email at shipping@pepnation.co or via WhatsApp; the Order is removed from the dispatch queue, the parcel is unsealed and the components returned to stock.
Once the carrier has collected the box, the Order can no longer be cancelled. It can be intercepted, but the carrier intercept fee is then the Researcher cost (typically 15-25 GBP depending on carrier and destination), and the parcel on the way back to the warehouse cannot be reabsorbed into stock.
For safety and traceability reasons, PepNation does not accept returns of delivered Orders into inventory. Once a sealed parcel has left our warehouse, the lot is no longer guaranteed within PepNation chain of custody. The handling, light exposure and storage conditions outside the warehouse cannot be verified. Returning the lot to inventory would compromise the integrity of every subsequent lot we ship.
Where a Researcher invokes the certificate guarantee or the no-questions replacement, the original Order does not need to be physically returned. Please dispose of the contents in accordance with local hazardous-waste rules. Where a Researcher returns Product anyway, PepNation does not refund again on the returned shipment and disposes of the returned material at the Researcher expense.
Defective Product (for example, a cracked vial, a damaged crimp, a missing flip-off cap) is treated as a replacement under section 03. The Researcher is asked to send a single photograph of the defect and the vial lot label; PepNation re-ships from the next available lot the next working day, with the matching independent certificates.
Damaged-on-receipt (outer box crush, broken tamper seal, vial damage) must be reported within twenty-four (24) hours of delivery for the shipping insurance to apply. Reports after twenty-four hours are still considered, but the burden shifts to the Researcher to demonstrate that the damage occurred in transit and not after.
Approved refunds are issued to the original payment method within five (5) business days of acceptance. The actual time the funds appear in the Researcher account is set by the bank or processor that handled the original payment and is outside PepNation's control. Refunds to a different payment method than the original are exceptional and require written authorisation from the Researcher.
Where the original processor is not available (for example, the card has been closed, the bank account has been closed), PepNation contacts the Researcher to arrange a substitute method. PepNation does not retain the refundable balance as account credit unless the Researcher explicitly opts into that, in writing.
If a payment dispute is initiated through the Researcher bank or card-network before the Researcher has contacted PepNation about the issue, PepNation is required to defend the dispute with the documentation on file: the order confirmation, the research-use attestations, the lot independent certificates, the carrier tracking and POD record, the WhatsApp / email message thread, and the damage photographs where applicable. Successfully defended chargebacks are reported back to the Researcher Account and may result in restriction of future Orders.
Bad-faith claims (for example, asserting non-receipt against a clear POD signature, asserting shipping damage with no photographic evidence on a lot delivered ten days earlier, or invoking the certificate guarantee on a lot that the Researcher has no analytical chain of custody on) are treated as a material breach of the Terms of Service. The Account is closed, the Researcher is added to a denied-party register, and any pending Orders are refunded.
The workflow below applies to every refund category. Step 01 is the same; the diverging branch starts at Step 03. The whole flow is designed so that an in-scope refund is decided within four (4) business hours of the report, and never later than forty-eight (48) business hours where a case needs an independent result before it can be judged.
The certificate guarantee window is ninety (90) days from delivery. The shipping-damage claim window is twenty-four (24) hours from delivery. The pre-dispatch cancellation window closes when the carrier collects the box. Outside those windows, claims are reviewed on the merits but PepNation is not contractually obliged to refund.
Nothing in this Refund Policy excludes or limits the Researcher statutory rights under applicable consumer law, including the rights of a consumer where the consumer-protection regime applies in parallel to a research-use attestation, or under any equivalent mandatory consumer-protection regime in the Researcher home jurisdiction. Where statutory rights provide a longer window or a stricter standard than the corresponding clause above, statutory rights apply.
Every lot ships with two PDFs from an independent laboratory: an HPLC purity certificate and a separate pH test certificate. Both PDFs are linked from the relevant product page before the lot ships, and are referenced on the order paperwork. The certificate is the binding statement of identity, purity and pH for the lot.
If the Researcher own analytical work, or an independent laboratory, demonstrates that the delivered lot fails to match the certificate stated identity, purity (within the certificate published margin) or pH band, PepNation refunds or replaces the Order in full. The Researcher is not required to disclose internal protocols, lab identity or proprietary methods to invoke this guarantee. A statement of result, the Researcher role, and the lot identifier are sufficient.
If an Order is lost, damaged, seized at customs without a Researcher-side resolution path, or arrives damaged at delivery, PepNation replaces the Order on the next working day after the issue is reported, free of further charge. This guarantee is independent of carrier-side investigations: we do not wait for the carrier to formally declare a loss before re-shipping.
Researchers can cancel any Order before the carrier collects the parcel and receive a same-day refund to the original payment method. Cancellations are accepted by email at shipping@pepnation.co or via WhatsApp; the Order is removed from the dispatch queue, the parcel is unsealed and the components returned to stock.
Once the carrier has collected the box, the Order can no longer be cancelled. It can be intercepted, but the carrier intercept fee is then the Researcher cost (typically 15-25 GBP depending on carrier and destination), and the parcel on the way back to the warehouse cannot be reabsorbed into stock.
For safety and traceability reasons, PepNation does not accept returns of delivered Orders into inventory. Once a sealed parcel has left our warehouse, the lot is no longer guaranteed within PepNation chain of custody. The handling, light exposure and storage conditions outside the warehouse cannot be verified. Returning the lot to inventory would compromise the integrity of every subsequent lot we ship.
Where a Researcher invokes the certificate guarantee or the no-questions replacement, the original Order does not need to be physically returned. Please dispose of the contents in accordance with local hazardous-waste rules. Where a Researcher returns Product anyway, PepNation does not refund again on the returned shipment and disposes of the returned material at the Researcher expense.
Defective Product (for example, a cracked vial, a damaged crimp, a missing flip-off cap) is treated as a replacement under section 03. The Researcher is asked to send a single photograph of the defect and the vial lot label; PepNation re-ships from the next available lot the next working day, with the matching independent certificates.
Damaged-on-receipt (outer box crush, broken tamper seal, vial damage) must be reported within twenty-four (24) hours of delivery for the shipping insurance to apply. Reports after twenty-four hours are still considered, but the burden shifts to the Researcher to demonstrate that the damage occurred in transit and not after.
Approved refunds are issued to the original payment method within five (5) business days of acceptance. The actual time the funds appear in the Researcher account is set by the bank or processor that handled the original payment and is outside PepNation's control. Refunds to a different payment method than the original are exceptional and require written authorisation from the Researcher.
Where the original processor is not available (for example, the card has been closed, the bank account has been closed), PepNation contacts the Researcher to arrange a substitute method. PepNation does not retain the refundable balance as account credit unless the Researcher explicitly opts into that, in writing.
If a payment dispute is initiated through the Researcher bank or card-network before the Researcher has contacted PepNation about the issue, PepNation is required to defend the dispute with the documentation on file: the order confirmation, the research-use attestations, the lot independent certificates, the carrier tracking and POD record, the WhatsApp / email message thread, and the damage photographs where applicable. Successfully defended chargebacks are reported back to the Researcher Account and may result in restriction of future Orders.
Bad-faith claims (for example, asserting non-receipt against a clear POD signature, asserting shipping damage with no photographic evidence on a lot delivered ten days earlier, or invoking the certificate guarantee on a lot that the Researcher has no analytical chain of custody on) are treated as a material breach of the Terms of Service. The Account is closed, the Researcher is added to a denied-party register, and any pending Orders are refunded.
The workflow below applies to every refund category. Step 01 is the same; the diverging branch starts at Step 03. The whole flow is designed so that an in-scope refund is decided within four (4) business hours of the report, and never later than forty-eight (48) business hours where a case needs an independent result before it can be judged.
The certificate guarantee window is ninety (90) days from delivery. The shipping-damage claim window is twenty-four (24) hours from delivery. The pre-dispatch cancellation window closes when the carrier collects the box. Outside those windows, claims are reviewed on the merits but PepNation is not contractually obliged to refund.
Nothing in this Refund Policy excludes or limits the Researcher statutory rights under applicable consumer law, including the rights of a consumer where the consumer-protection regime applies in parallel to a research-use attestation, or under any equivalent mandatory consumer-protection regime in the Researcher home jurisdiction. Where statutory rights provide a longer window or a stricter standard than the corresponding clause above, statutory rights apply.
All six documents form one binding agreement between PepNation and every researcher with a PepNation account or order on file.