Refunds &
Cancellations

Orders may be cancelled free of charge at any time before they have been dispatched. To request a cancellation, contact our support team as soon as possible with your order reference.

Once an order has been dispatched, it can no longer be cancelled. In this case, the order must instead be handled under the returns and refund terms set out below.

PepcoLab reserves the right to cancel an order prior to dispatch at its own discretion — for example, due to a payment failure, verification concern, or stock unavailability. Where PepcoLab cancels an order, any payment collected will be refunded in full.

Checkout is processed by our third-party payment processor, STRABL. If a payment attempt fails, is declined, or does not complete for any reason, no order is created and no charge should be applied.

If you believe you were charged for an order that failed to complete, or that shows as pending or unconfirmed, contact our support team with your payment confirmation or bank statement so we can investigate with STRABL and resolve it promptly.

PepcoLab does not fulfil orders that have not been confirmed as successfully paid by STRABL.

If your order arrives damaged, defective, or does not match what you ordered, you are entitled to a refund or replacement.

Claims must be submitted within 48 hours of delivery, together with photographic evidence of the packaging, shipping label, and affected product.

Once a claim is reviewed and approved, PepcoLab will issue a full refund or dispatch a replacement, at the customer's preference where available.

Given the cold-chain, research-grade nature of our compounds, products that have left dispatch cannot be physically returned for a refund except where they arrive damaged, defective, or incorrect.

Opened, used, or altered products are not eligible for return or refund unless the defect is directly attributable to PepcoLab or the carrier.

This policy exists to protect the integrity and safety of all research materials in circulation and does not affect your rights under the "Damaged, Defective, or Incorrect Orders" section above.

All payments are processed through STRABL. Approved refunds are issued back to the original payment method used at checkout — refunds to a different card, account, or payment method are not offered.

Once approved, refunds are typically initiated within 3–5 business days. Depending on your card issuer or bank, it may take an additional 5–10 business days for the refunded amount to appear in your account.

Where a refund relates to a returned or undelivered shipment, original shipping costs, customs charges, or carrier fees may be deducted where legally permitted.

Contact our support team with your order reference number, the reason for your request, and any relevant photographic evidence.

Our team will review your request and respond with a decision, typically within 2–3 business days.

If a refund is approved, you will receive confirmation by email once it has been processed on our end. Processing times with your bank or card issuer are outside our control.

Products supplied by PepcoLab are intended exclusively for laboratory research, analytical, and scientific purposes and are not intended for human consumption, therapeutic use, or diagnostic applications.

Refund and cancellation eligibility is governed solely by the terms on this page and does not extend to claims arising from use outside this intended purpose.