Refunds & Replacements

We want every Pepmod order to arrive in perfect condition. When something goes wrong, here is how it works.

All sales are final

Due to the nature of these research products - sterile, sealed at manufacture, and sold under research-use-only positioning - we do not accept returns of opened or used vials, and we do not accept returns for customer preference (changed mind, ordered the wrong product, etc.).

This is standard practice across the research-peptide industry and is required by the chain-of-custody assumptions that make our certificate-of-analysis program meaningful. Once a vial leaves our facility, we cannot re-verify its sterility or identity.

Exceptions: when we replace or refund

We will replace your product, or refund you in full, in any of the following situations:

• Damaged on arrival - the vial is broken, the crimp seal is compromised, or the lyophilized contents are visibly contaminated.
• Wrong item shipped - you received a different product than what your order confirmation lists.
• Missing items - your shipment is short one or more items relative to the packing slip.
• Lost in transit - your tracking shows no movement for 14 consecutive days after expected delivery, or the carrier confirms the package is lost.
• Defective - the product fails the published Certificate of Analysis specifications when independently retested.

How to request a replacement

Within 14 days of delivery, email hello@pepmod.com with:

• Your order number (PEP-YYMMDD-XXXX, from your order confirmation email).
• A clear photo of the issue - the damaged vial, the wrong product, etc.
• A short description of the problem.

We respond within one business day. When the claim qualifies, we ship a replacement within three business days at no additional cost, or - if you prefer - issue a full refund to your original payment method. We may ask for additional photos or for the damaged product to be returned in some circumstances.

Refund timing

Approved refunds are initiated within three business days of resolution. The actual time for funds to appear depends on your payment method - typically 3-5 business days for cards, longer for ACH or wire reversals. Original shipping charges are refundable when the issue is on our end (defective, wrong item, missing items, etc.) and non-refundable otherwise.

Order cancellations

We can cancel and fully refund an order at any time before it ships. Once a tracking number is generated, the order is in transit and the standard policy above applies. To cancel a pending order, email us as quickly as possible - we move fulfillment fast.

Chargebacks

If there is a problem with your order, please contact us first. Almost every chargeback we have seen would have been resolved faster - and with less stress for both sides - by a single email. Initiating a chargeback before contacting us is grounds for refusing future orders from the same customer.

International orders

We currently ship only within the United States and Canada. Pepmod is not responsible for products seized in transit due to a forwarding service, attempted re-shipment, or misrepresented destination address.

Contact

All refund and replacement questions: hello@pepmod.com. A real person responds within one business day.