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Refund Policy

Last updated: 2026-06-26

Short version: all sales are final once an order has shipped. We replace damaged-in-transit items at no cost if reported within 7 days. We cancel and refund pre-shipment orders on request. We do not accept opened or used compounds for return.

Why returns are restricted

Once research compounds leave our facility, we have no way to verify they have been stored under the cold-chain and handling conditions required to keep them sterile and unaltered. Accepting them back into inventory would put downstream researchers at risk of receiving compromised product. For that reason we cannot accept returns of opened or used compounds under any circumstance.

When you can get a refund

  • Cancellation before shipment: email us before your order ships and we'll cancel it and refund the full amount within 5 business days.
  • Damaged in transit: photograph the package and product within 7 days of delivery. We'll send a free replacement or, if you prefer, a full refund of the affected line item.
  • Lost in transit: if USPS marks the package lost or there's no tracking movement for 7+ days, we'll reship at no cost or refund.
  • Wrong product shipped: contact us and we'll send the correct item plus a prepaid return label for the mis-shipment. No restocking fee.
  • Quality issue: if a sealed product appears defective on arrival (broken vial, missing label, visibly contaminated), photograph and contact us. Full refund or replacement, your choice.

What is not refundable

  • Opened, used, or partially reconstituted compounds.
  • Compounds stored outside of the recommended conditions (e.g. left at room temperature past stability window).
  • Buyer's remorse on shipped orders.
  • Orders refused at delivery or returned to sender due to an incorrect address provided by the buyer (refunded minus original shipping cost).

How to request a refund

Email support@pepguidance.com with:

  • Your order number (in your confirmation email)
  • What's wrong (and a photo if applicable)
  • Whether you'd prefer a replacement or a refund

We respond within one business day. Approved refunds are issued to the original payment method within 5 business days.

Chargebacks

If you have an issue with an order, please contact us first. Filing a chargeback before reaching out delays the resolution and can result in us declining future orders from your account.

This policy supplements (but does not replace) the Terms of Service. Reviewed by counsel before launch is recommended.