Legal & policies
Returns & Refunds
Updated February 2026
Because our products are research chemicals, returns are limited for safety and product-integrity reasons. This policy explains what is eligible, what isn't, and exactly how to request a return or refund.
Eligible returns
To be eligible for a return, an item must be unopened and sealed, in its original packaging, with no sign of tampering or temperature compromise, and the request must be made within 14 days of delivery.
We inspect all returns on arrival to confirm they meet these conditions before a refund or replacement is approved.
Non-returnable items
For safety and integrity reasons, the following can't be returned or refunded:
- Opened or unsealed products
- Opened bacteriostatic water
- Items stored outside recommended conditions
- Products damaged by mishandling after delivery
- Custom or special-order items
- Requests made more than 14 days after delivery
Damaged or incorrect orders
If your order arrives damaged, incorrect, or incomplete, contact support@trypeppies.com within 48 hours with your order number and photos. We'll ship a replacement at no cost to you — you don't need to return the affected item.
This is the fastest route to a resolution and means you're never left out of pocket for a mistake on our side.
How to start a return
Email support@trypeppies.com with your order number, the product, the reason for the return, and a photo of the sealed product. We aim to respond within one business day with instructions.
Please wait for a return authorisation before sending anything back — unauthorised returns can't be processed. Return shipping is the buyer's responsibility unless the return is due to our error.
Refunds
Once an approved return is received and inspected, the refund is issued to your original payment method. Original shipping charges are non-refundable unless the return is due to our error.
Refunds are typically processed within a few business days of inspection. Depending on your payment method or network, it may take additional time for the funds to appear on your side.
Cancellations
Orders can be cancelled free of charge any time before dispatch. Once an order has shipped, it falls under the standard return policy above.
To cancel, simply reply to your order confirmation or message support with your order reference and we'll take care of it.
Questions about this policy? Contactsupport@trypeppies.com