Refund & Return Policy

Refund & Return Policy

Effective Date: July 2026

Thank you for choosing PepGen Lab LLC.

Due to the highly sensitive nature of Research Use Only (RUO) peptide compounds, this Refund & Return Policy explains how refunds, replacements, and order issues are handled.

By placing an order through pepgenlab.com, you acknowledge and agree to this policy.

1. Final Sale Policy

Due to strict laboratory quality control standards and the thermal sensitivity of biochemical research compounds, all peptide products sold by PepGen Lab LLC are Final Sale.

For quality assurance and product integrity, returned peptide products cannot be accepted under any circumstances once delivered.

Refunds, replacements, or store credits are available only in cases of verified:

• Shipping damage
• Manufacturing defects
• Incorrect products shipped
• Verified fulfillment errors

All requests are subject to review and verification by PepGen Lab LLC.

2. Damaged, Defective or Incorrect Orders

If your shipment arrives damaged or contains incorrect items, please contact us within 48 hours of confirmed delivery.

Please include:

• Your order number
• Clear photographs of the shipping box
• Photographs of all products received
• Photographs showing any visible damage

Please do not dispose of or use damaged or incorrect products before contacting us.

To ensure a fair investigation, customers should report shipping damage or fulfillment errors within 48 hours of confirmed delivery.

Claims submitted after this period may not be eligible for replacement or compensation, as the condition of the shipment can no longer be reliably verified.

Once reviewed, PepGen Lab LLC will determine the most appropriate resolution, which may include:

• Replacement product
• Store credit
• Refund

where appropriate.

3. Product Authenticity Guarantee

PepGen Lab LLC is committed to supplying authentic, laboratory-quality research compounds.

Customers may independently verify product authenticity through a qualified third-party HPLC-certified laboratory.

Testing must be performed within fourteen (14) calendar days of documented delivery.

Laboratory documentation must:

• Clearly identify the tested batch
• Be issued by a qualified analytical laboratory
• Be submitted in its original, complete, and unedited format

PepGen Lab LLC reserves the right to independently review all analytical documentation before determining an appropriate resolution.

If valid laboratory testing demonstrates that the supplied peptide is not authentic or materially fails to meet the represented specifications, PepGen Lab LLC will work with the customer in good faith to provide an appropriate remedy, which may include replacement, refund, or store credit.

4. Customs & International Shipments

Customers are responsible for ensuring that products may legally be imported into their destination country.

PepGen Lab LLC cannot guarantee customs clearance and is not responsible for shipments delayed, detained, refused entry, seized, confiscated, or destroyed by customs authorities or other governmental agencies due to local laws or import regulations.

If your shipment encounters any customs-related issue, please contact us immediately at contact@pepgenlab.com.

While customs decisions remain outside our control, we are committed to reviewing each situation in good faith and determining whether a reasonable solution may be available.

Any assistance, replacement, refund, or store credit will be considered on a case-by-case basis at the sole discretion of PepGen Lab LLC.

5. Order Cancellations

Orders may be canceled only before shipment.

Once an order has entered fulfillment or has been shipped, it cannot be canceled.

6. Incorrect Shipping Information

Customers are solely responsible for providing accurate shipping information during checkout.

PepGen Lab LLC cannot issue refunds or complimentary reshipments for shipments returned due to:

• Incorrect address
• Incomplete address
• Invalid recipient information
• Customer failure to accept delivery

If a shipment is successfully returned to our facility in resalable condition, we may, at our sole discretion, offer reshipment after payment of any applicable return shipping and new shipping charges.

7. Fraud Prevention & Chargebacks

PepGen Lab LLC maintains comprehensive order verification records including:

• Payment authorization
• IP address verification
• Shipping confirmation
• Carrier tracking information
• Delivery confirmation
• Customer communication history

Customers are strongly encouraged to contact our support team before initiating a payment dispute or chargeback.

Most concerns can be resolved significantly faster through direct communication.

8. Policy Abuse

Fraudulent, abusive, or repeated refund, replacement, or chargeback activity may result in:

• Order cancellation
• Refusal of future service
• Account suspension
• Additional identity verification
• Reporting to payment processors where appropriate

These measures exist solely to protect our customers, our business, and our payment processing partners.