Refund Policy
Effective 2 November 2026. Sealed, unopened vials may be returned within 30 days of delivery for a refund of the product price. This page is the whole policy; it restates section 6 of the terms of sale and the returns section of the shipping page in one place.
What can be returned
Sealed, unopened vials stored as directed may be returned within 30 days of delivery for a refund of the product price. Opened vials cannot be returned. This is a research chemical supplied against a lot-matched certificate; once a vial is opened its chain of custody is broken and it cannot re-enter stock.
How to start a return
Contact support@pepstral.com for a return authorisation before sending anything back. Returns received without one cannot be processed. Quote the order reference and the lot number printed on the vial.
Who pays the return shipping
Return shipping is paid by the buyer, unless the return is due to our error, in which case we cover it.
If a product does not match its certificate
Send us the lot number and the discrepancy. We replace the lot or refund it at our cost and cover return shipping. We may ask for the vial back so the laboratory can test it, and we publish the outcome against the lot in the COA library.
Orders cancelled before dispatch
We may cancel an order before shipping confirmation for any reason, including suspected non-research use, pricing errors or stock shortfalls, and will refund any amount paid in full.
How a refund is paid
Refunds are issued to the original payment method. Payment is taken by our fulfilment partner on its own payment page, so a refund is returned through that same route and the timing is set by your card issuer.
Questions
Write to support@pepstral.com. Shipping services, costs and cut-off times are on the shipping page.