Refund Policy

1. Overview

Due to the specialized nature of research compounds and regulatory requirements, NexPep maintains strict refund policies to ensure product integrity and compliance.

2. Eligible Refunds

Refunds may be considered only under the following circumstances:

Manufacturing Defects

• • Product does not match certificate of analysis
• • Contamination or impurity exceeding specifications
• • Packaging damage affecting product integrity
• • Incorrect product shipped

Shipping Issues

• • Temperature excursion during cold chain shipping
• • Damage during transit with proper documentation
• • Lost or stolen packages (with shipping insurance)
• • Significant shipping delays (>10 business days)

Order Errors

• • Duplicate orders placed by mistake
• • Incorrect quantities shipped
• • Billing errors or payment processing issues
• • System errors during checkout

3. Non-Refundable Items

The following items are NOT eligible for refunds:

• • Opened or used products
• • Products stored improperly after delivery
• • Custom or special order items
• • Products past expiration date
• • Change of mind or research direction
• • Products with broken cold chain after delivery
• • Items purchased more than 30 days ago

4. Refund Process

Step 1: Contact Support

Contact our support team within 48 hours of delivery:

Step 2: Provide Documentation

Include the following information:

• • Order number and purchase date
• • Detailed description of the issue
• • Photos of damaged or defective products
• • Temperature monitoring data (if applicable)
• • Any relevant test results or analysis

Step 3: Return Authorization

If approved, we will provide:

• • Return Merchandise Authorization (RMA) number
• • Prepaid return shipping label
• • Special handling instructions
• • Return packaging requirements

5. Refund Timeline

Processing times for approved refunds:

• • Request review: 2-3 business days
• • Product inspection: 3-5 business days
• • Refund processing: 5-7 business days
• • Bank processing: 3-5 business days
• • Total time: 10-15 business days

6. Replacement Options

In many cases, we offer replacements instead of refunds:

• • Replacement product from fresh batch
• • Equivalent product substitution
• • Store credit for future purchases
• • Expedited shipping at no charge

7. Special Circumstances

Emergency Situations

For urgent research needs, we may expedite the refund process:

• • Critical research deadlines
• • Institutional emergencies
• • Regulatory compliance issues
• • Safety concerns

Bulk Orders

Special considerations for large quantity purchases:

• • Partial refunds for affected units
• • Batch testing verification
• • Extended return windows
• • Account manager assistance

8. Quality Guarantee

NexPep guarantees product quality through:

• • Third-party testing and COA verification
• • Proper storage and handling procedures
• • Cold chain shipping with monitoring
• • Batch tracking and quality control
• • Replacement guarantee for defective products

9. Shipping and Handling

Refund policy for shipping charges:

• • Shipping refunded for our errors
• • Customer pays return shipping (unless our fault)
• • Rush shipping charges non-refundable
• • International shipping fees non-refundable
• • Handling fees may apply to returns

10. Contact Information

For refund requests and questions: