Returns & Refund Policy
LAST UPDATED JULY 25, 2026
When cancellations are allowed, when refunds are issued, and our chargeback policy. All sales final once the package leaves our facility.
1. Summary
All sales are final once the package is tendered to USPS.
We do not accept returns under any circumstances.
Cancellations are allowed only before shipment.
Refunds are issued only in the limited scenarios listed below.
Chargebacks filed without contacting us first are treated as fraud.
PepBond supplies research‑grade laboratory reagents. Product integrity depends on a verifiable chain of custody and controlled storage conditions. Once a Product leaves our facility, we cannot confirm those conditions — therefore, we cannot accept returns, even for unopened vials or cases of buyer’s remorse.
2. Pre‑Shipment Cancellations
You may cancel an order any time before it is handed to USPS.
To cancel, email [email protected] with your order number and the subject line “Cancel Order.”
If the package has not been shipped, we will:
- Confirm cancellation
- Issue a full refund to the original payment method
Cancellation requests received after the package has been tendered to USPS cannot be honored.
3. When We Issue Refunds
Refunds are issued only in the following scenarios:
A. Pre‑Shipment Cancellation
You requested cancellation before shipment and we confirmed it.
→ Full refund to the original payment method.
B. Verified Non‑Delivery
USPS confirms the package was lost in transit and not delivered.
→ Refund or replacement at our discretion.
You must report non‑delivery within 21 days of the estimated delivery date.
C. Wrong Product Shipped
We shipped an item that does not match your order.
You must notify us within 7 days of delivery and provide photos of the label and item.
→ Replacement or refund.
D. Damaged in Transit
The package or vial arrived visibly damaged.
You must report damage within 48 hours of delivery and provide photos of:
- outer packaging
- inner packaging
- damaged item(s)
- shipping label
Keep all packaging until the claim is resolved.
→ Replacement or refund after review.
4. What Is Not Refundable
We do not issue refunds for:
1. buyer’s remorse or “I ordered the wrong one”
2. failed or unsuccessful research
3. any claim related to performance, effect, safety, or suitability
4. refusal of delivery
5. incorrect or incomplete shipping addresses
6. USPS delays (weather, holidays, backlog, etc.)
7. opened, altered, relabeled, or transferred products
8. reports submitted outside the required windows
9. any scenario inconsistent with this Policy or our Terms of Service
Products are sold strictly for in‑vitro laboratory research with no warranty of any kind.
5. Refund Processing
Approved refunds are issued to the original payment method within 5–10 business days after confirmation.
We do not issue:
1. cash refunds
2. check refunds
3. refunds to alternate payment methods
Shipping charges are non‑refundable unless the cause of refund was entirely our error.
6. Chargeback Policy — Contact Us First
If you believe there is an issue with your order, contact us at [email protected] before involving your bank.
Most issues can be resolved quickly and directly.
Filing a chargeback before contacting us is a material breach of our Terms of Service.
Fraudulent Chargebacks Include:
1. claims for orders that USPS shows as delivered
2. “unrecognized charge” claims without contacting us
3. claims inconsistent with this Policy
4. claims made after refusing a reasonable resolution
5. attempts to obtain refunds outside Section 3
Consequences of Fraudulent Chargebacks
We may, at our sole discretion:
1. permanently ban the customer, payment method, and shipping address
2. report the dispute to the payment processor, card network, and fraud databases
3. pursue collection of the disputed amount plus:
- chargeback fees
- representment fees
- processor fees
- collection costs
- reasonable attorneys’ fees
refuse service to any party reasonably associated with the fraudulent chargeback
