1. Overview

This Refunds & Returns Policy applies to all purchases made from Pepnex.

Due to the nature of the products supplied (research and laboratory materials), our policy is intentionally limited and is designed to protect product integrity, safety, and compliance with applicable regulations.

This policy does not affect your statutory rights under UK consumer law where applicable.

2. Research Products – No Returns Once Dispatched

All products sold by Pepnex are supplied strictly for laboratory and research use only.

Because of the nature of these products:

  • Items are non-returnable once dispatched

  • We do not accept returns for:

    • Change of mind

    • Incorrect ordering

    • Misuse or unintended application

    • Incompatibility with a specific research process

This applies to both individual and institutional customers, in the UK and internationally.

3. Damaged or Incorrect Items

If your order arrives damaged during transit or you receive an incorrect item, you must notify us within 48 hours of delivery.

To report an issue, please contact us at:

Email: support@pepnex.com

Please include:

  • Your order number

  • A clear description of the issue

  • Photographic evidence of the damage or incorrect item

  • Photos of the external packaging where applicable

4. Our Resolution Process

Where damage or error is confirmed, Pepnex will, at its discretion:

  • Replace the affected item, or

  • Provide an alternative appropriate remedy

We do not offer refunds for damaged or incorrect items unless replacement is not possible.

5. Shipping Issues and Delays

Pepnex is not responsible for delays caused by:

  • Courier or postal services

  • Customs inspections or clearance

  • Force majeure events beyond our control

Delivery timeframes are estimates only and are not guaranteed.

6. Refused or Returned Shipments

If an order is refused, rejected, or returned due to:

  • Customs restrictions

  • Import regulations

  • Incorrect address information provided by the buyer

Pepnex is not obligated to issue a refund or replacement.

Buyers are responsible for ensuring compliance with import laws in their jurisdiction.

7. Statutory Rights (UK Customers)

Nothing in this policy excludes or limits your rights under:

  • The Consumer Rights Act 2015

  • The Consumer Contracts Regulations 2013, where applicable

However, due to the nature of research products, the right to cancel does not apply once goods have been dispatched.

8. International Orders

For customers outside the UK:

  • Local consumer protection laws may vary

  • Pepnex applies this policy consistently across all international orders

It is the buyer’s responsibility to understand and comply with local regulations.

9. Contact

For all refund or replacement enquiries, please contact:

Email: support@pepnex.com