Refund Policy

Last updated: April 2026

At Pepspan, we stand behind the quality of our research peptides. We understand that occasionally circumstances may require a return, and we aim to make the process as straightforward as possible while maintaining the integrity and safety standards required for research-grade chemicals.

1. 14-Day Return Window

You may request a return or refund within 14 calendar days of receiving your order. This 14-day period begins on the day the package is delivered to your specified shipping address, as confirmed by the carrier's tracking system.

To be eligible for a return within this window, the products must meet the conditions outlined in Section 2 below. Requests submitted after the 14-day period will be evaluated on a case-by-case basis but are not guaranteed.

2. Conditions for Return

Due to the nature of research chemicals and the strict quality and safety standards we maintain, returns are only accepted under the following conditions:

• Unopened and sealed: Products must be in their original, sealed packaging with the tamper-evident seal intact. The vial cap must not have been punctured, removed, or otherwise compromised.
• Original condition: Products must not show signs of damage, exposure to improper storage conditions, or any alteration from their shipped state.
• Complete packaging: All original packaging materials, labels, and any included documentation must be present.
• Proper storage: Products must have been stored according to the recommended conditions (as specified on the product label or product page) from the time of delivery until the return request is made.

We reserve the right to refuse returns that do not meet these conditions, as we cannot guarantee the quality or safety of products that have been opened, partially used, or improperly stored.

3. How to Request a Refund

To initiate a return or refund, please follow these steps:

• Step 1: Contact our support team at [email protected] within 14 days of delivery. Include your order number, the product(s) you wish to return, and the reason for your return request.
• Step 2: Our team will review your request and respond within 2 business days with a return authorization and instructions, including the return shipping address.
• Step 3: Ship the product(s) back to us using the provided return instructions. We recommend using a tracked shipping service for your protection.
• Step 4: Once we receive and inspect the returned product(s), we will process your refund and notify you by email.

Please do not send returns without first obtaining a return authorization. Unauthorized returns may not be processed.

4. Return Shipping

Return shipping costs are the responsibility of the customer unless the return is due to an error on our part (such as sending the wrong product) or a product that arrived damaged. In cases where Pepspan is at fault, we will provide a prepaid return label or reimburse your return shipping costs.

Products must be shipped using appropriate packaging to prevent damage during transit. We recommend using the original shipping materials when possible. Pepspan is not responsible for products damaged during return shipping due to inadequate packaging.

5. Refund Timeline

Once we receive your return and verify that the products meet the conditions for return, your refund will be processed as follows:

• Inspection: 1-3 business days from receipt of the returned product(s).
• Refund processing: Refunds are issued to your original payment method via Stripe within 2 business days of inspection approval.
• Bank processing: Depending on your bank or card issuer, the refund may take an additional 3-5 business days to appear on your statement.

In total, you can expect the refund to be reflected in your account within 5-10 business days from when we receive your return. You will receive an email confirmation once the refund has been issued.

Refunds are issued for the product cost. Original shipping charges are non-refundable unless the return is due to our error or a defective product.

6. Non-Refundable Items

The following items are not eligible for return or refund:

• Opened products: Any product whose seal has been broken or that shows evidence of having been opened, punctured, or tampered with, regardless of whether the product has been used.
• Products not in original condition: Items that have been damaged by the customer, exposed to improper storage conditions, or altered from their original shipped state.
• Products returned after 14 days: Items for which a return request was not submitted within the 14-day return window.
• Clearance or promotional items: Products purchased at a discounted promotional price, where explicitly noted as non-returnable at the time of purchase.

7. Damaged Products

If your order arrives with damaged products, please take the following steps immediately:

• Photograph the damaged packaging and products before discarding any materials.
• Contact us at [email protected] within 48 hours of delivery, including your order number and photographs of the damage.
• Do not dispose of the damaged products or packaging until we confirm the claim has been processed.

For orders that arrive damaged due to shipping, we will either send a replacement at no additional cost or issue a full refund, including original shipping charges. The choice between replacement and refund is yours. You will not be required to return damaged products unless specifically requested for quality investigation purposes, in which case we will provide a prepaid return label.

8. EU Consumer Rights

As a consumer within the European Union, you have the right of withdrawal under Directive 2011/83/EU. This gives you the right to withdraw from an online purchase within 14 days without giving any reason.

However, please note that under Article 16(e) of the same Directive, the right of withdrawal does not apply to sealed goods which are not suitable for return due to health protection or hygiene reasons and which have been unsealed after delivery. Research peptides fall within this category once the seal has been broken, as product integrity and safety can no longer be guaranteed after opening.

For sealed, unopened products, the 14-day withdrawal right applies in full. Nothing in this policy limits or excludes any rights you may have under the mandatory consumer protection laws of your EU member state of residence.

If you wish to exercise your right of withdrawal, you may use the following model form (not mandatory): "I hereby give notice that I withdraw from my contract for the purchase of the following goods: [product name], ordered on [date], received on [date]. Name, address, date."

9. Contact

For all refund and return inquiries, please contact us:

• Email: [email protected]
• Website: pepspan.com
• WhatsApp: Available via the contact button on our website

Our support team is available Monday through Friday, 9:00-17:00 CET. We respond to all refund requests within 2 business days.