Return and refund policy
Scope
This policy applies to orders placed on peplab.bio, with payment on delivery (cash on delivery).
General conditions
Given the nature of the products (research peptides, sensitive goods), returns are accepted only in limited situations, for example:
- wrong product sent due to our fault
- product damaged due to packaging / transport, proven on receipt
- parcel confirmed lost by the courier, after a claim
We do not accept returns for unsealed products, used products, or returns without a valid reason under this policy.
Deadline
Report the issue within a maximum of 48 hours of receipt (or of the date you should have received the parcel, in case of non-delivery), at [...], with the order number and evidence (photo/video if applicable).
Procedure
- Write to us with details about the issue.
- We confirm whether return / reshipment is eligible.
- If physical return is needed, we send packing and shipping instructions.
- After verification, we propose one of the solutions: replacement, reshipment, or refund of amounts paid (where there are amounts to return).
Refunds
For cash-on-delivery orders, the customer pays on delivery. If an eligible situation is confirmed (wrong, damaged, or lost product):
- we preferentially offer reshipment / replacement
- if reshipment is not possible, we discuss compensation / refund via the agreed channel (e.g. bank transfer), for justified amounts
There is no automatic refund for a change of mind after the parcel was received in good condition.
Cancellations before shipment
You may request cancellation of an order before it is handed to the courier, by writing to us as soon as possible. If the parcel has already been shipped, the shipping / return rules above apply.
Disputes
If you are not satisfied with the resolution, reply on the same email thread. We will re-review the case. Disputes not resolved amicably are settled under Romanian law.
Contact
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