Returns & Refunds
Clear, simple policy for returning research-grade products supplied by Pepcore.
1. Scope
This policy covers returns and refunds of research-grade peptide products supplied by Pepcore (KvK: 98680099, registered in the Netherlands). Products are supplied for laboratory and analytical research use only.
2. Eligibility for Return
Because of the nature of research chemicals and to preserve the integrity of supplied materials, opened, used, or otherwise tampered-with products cannot be returned. Unopened products in their original sealed packaging may be returned within 14 days of delivery, provided the inner vial seal, batch label, and Certificate of Analysis are intact.
3. Non-returnable items
The following are not eligible for return under any circumstances: opened vials, vials with broken or removed batch labels, products that have been reconstituted, custom or bulk research orders prepared to specification, and items damaged through customer handling after delivery.
4. Damaged or Defective on Arrival
If a product arrives visibly damaged, with a broken vial, missing Certificate of Analysis, or shows signs of transit damage, document the issue with photos within 48 hours of delivery and email info@pepcore.net. Confirmed transit damage qualifies for a free replacement or a full refund of the affected item at our discretion.
5. How to Request a Return
Email info@pepcore.net with your order reference, the item(s) you wish to return, and the reason for return. Do not ship products back without prior authorisation. Once authorised, we will provide a return address. Customers are responsible for return shipping costs and tracked-shipping insurance unless the return is due to a Pepcore error or transit damage.
6. Refund Processing
Once we receive and inspect the returned product, we will notify you of the inspection outcome by email within 3 business days. Approved refunds are issued via the original payment method (bank transfer) within 5–10 business days of inspection. Refunds cover the product cost only; original shipping fees and any return-shipping costs are not refundable, except where the return is due to a Pepcore error or transit damage.
7. Restocking Fee on Refused or Returned Packages
Packages refused at delivery or returned to sender by the carrier may be subject to a 15% restocking fee, deducted from the refunded amount. This covers original outbound shipping, carrier return-handling, and re-inspection of the returned vial.
8. Order Cancellations
Orders may be cancelled free of charge before dispatch (typically before 12:00 CET on the day of order). Once an order has been dispatched, it cannot be cancelled and is subject to the standard return process described above.
9. Wrong Item Received
If you receive an item different from what you ordered, contact info@pepcore.net within 7 days of delivery with photos of the received item and packaging. We will arrange a free return of the wrong item and dispatch the correct one at no additional cost.
10. Disputes & Chargebacks
We encourage customers to contact us directly before initiating a payment dispute. Most issues can be resolved by email within 1–2 business days. Initiating a chargeback for a delivered, undisputed order may result in suspension of future ordering privileges.
11. Contact
For return requests, refund questions, or order issues, email info@pepcore.net. We typically respond within 24 hours, Monday to Saturday.