Returns & Refunds
How we handle returns, replacements, and refunds for research-grade products supplied by Pepcore.
1. Scope
This policy covers returns, replacements, and refunds for research-grade peptide products supplied by Pepcore (KvK: 98680099, registered in the Netherlands). All products are supplied for laboratory and analytical research use only.
2. Returns Are Not Accepted
Because of the nature of peptides and laboratory chemicals, returns are not possible. Once a product has been dispatched it cannot be resold or re-verified for sterility and integrity, so we are unable to accept the return of any item, whether opened or unopened. This is a safety measure that protects every customer who orders from us.
3. Our Standard Remedy Is a Replacement
If something is wrong with your order, our standard remedy is a free replacement shipment rather than a refund. This applies to items that arrive damaged, defective, or incorrect, as described below. A replacement lets us put the situation right while keeping the supply chain sterile and traceable.
4. Damaged or Defective on Arrival
If a product arrives visibly damaged, with a broken vial, or showing signs of transit damage, document the issue with clear photos of the product, the original packaging, and the damage within 48 hours of delivery and email info@pepcore.net. Once confirmed, we will send a free replacement shipment at no cost to you.
5. Wrong Item Received
If you receive an item different from what you ordered, email info@pepcore.net within 48 hours of delivery with photos of the item received and the packaging. Once confirmed, we will dispatch the correct item as a free replacement at no additional cost.
6. Refunds (Exceptional Cases Only)
Refunds are issued only in exceptional circumstances, where we have confirmed a problem with your order and are genuinely unable to provide a replacement. Where a refund is approved, it is issued to the original payment method (bank transfer) within 5–10 business days and covers the product cost only; original shipping fees are not refundable.
7. Incorrect or Incomplete Delivery Address
It is the responsibility of the customer to provide a correct and complete delivery address at checkout. If a delivery fails, is returned to sender, or is lost because of an incorrect or incomplete address, we cannot guarantee a replacement or a refund.
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 the no-returns policy above applies.
9. Disputes & Chargebacks
Please contact us directly before opening a payment dispute. Almost every issue can be resolved by email within 1–2 business days, usually with a replacement. Initiating a chargeback on a delivered order without contacting us first may result in suspension of future ordering privileges.
10. Contact
For any order issue, replacement request, or refund question, email info@pepcore.net with your order reference. We typically respond within 24 hours, Monday to Saturday.