Cancelling Before Your Order Ships
You can cancel an order at any time before its shipping label is created. Email support@pepvida.com with your order number, from the email address on the order if you can. We cancel the order and refund the full amount to your original payment method. No reason is needed.
- Card payments are refunded to the card you paid with. Refunds usually appear within a few business days, depending on your bank.
- Orders paid by Interac e-Transfer are refunded by e-Transfer.
- If the order started a Subscribe and Save plan, the plan is cancelled too.
If you write from a different email address, we will ask for the billing name and postcode on the order before we cancel it.
All Sales Final Once Shipped
Due to the nature of laboratory research materials, once an order has shipped, all sales are final. Once its shipping label has been created, an order can no longer be cancelled. Pepvida does not accept returns or exchanges, and an order that arrives as ordered is not refunded or credited.
This policy applies to all products, including but not limited to research peptides, bacteriostatic water, and laboratory supplies.
Damaged, Wrong or Missing Items
If your order arrives damaged, contains an item you did not order, or is missing an item, contact Pepvida within 7 days of delivery.
To report an issue, email support@pepvida.com and include:
- Your order number
- A short description of the issue
- A clear photo. For a damaged item, the item with its label and the packaging it came in. For a wrong or missing item, everything that arrived, laid out, with the box it came in.
Pepvida reviews every report. Once the photo confirms the issue:
- A missing or wrong item is resolved by sending you the item that is missing, at no cost to you.
- A damaged or defective item is resolved with a replacement or, where a replacement is not possible, store credit toward a future purchase.
Refunds to your original payment method are issued for orders cancelled before they ship. Issues with a shipped order are resolved with a replacement or store credit.
Shipping Issues
Pepvida is not responsible for:
- Carrier delays
- Packages marked as delivered by the carrier
- Lost or stolen packages after delivery confirmation
- Orders shipped to incorrect addresses provided by the customer
Customers are responsible for ensuring shipping information is accurate at checkout.
Chargebacks and Payment Disputes
Initiating a chargeback or payment dispute without first contacting Pepvida support is a violation of this policy.
Pepvida reserves the right to:
- Suspend or terminate customer accounts
- Deny future purchases
- Contest chargebacks with supporting documentation
Customers are encouraged to contact support@pepvida.com to resolve any concerns before initiating a dispute.
Policy Modifications
Pepvida reserves the right to modify this Refund Policy at any time. Changes will be posted on this page with an updated effective date. Continued use of the website constitutes acceptance of the updated policy.
Contact Information
For questions regarding this Refund Policy, please contact:
Email: support@pepvida.com