At Pep World, customer satisfaction is important to us. Due to the specialist nature of our products and their intended use for scientific and laboratory research purposes only, specific conditions apply to cancellations, returns, and refunds.
Please read this policy carefully before placing an order.
Order Cancellations
Customers may request cancellation of an order before it has been processed and dispatched.
Eligible for Cancellation
- Orders that have not yet been shipped.
- Orders cancelled within a reasonable time after purchase.
- Orders affected by stock availability issues.
Non-Eligible for Cancellation
Once an order has been processed, packed, or dispatched, it can no longer be cancelled.
To request a cancellation, please contact our customer support team as soon as possible with your order details.
Research Use Only Products
All products sold by Pep World are supplied strictly for:
- Laboratory research
- Scientific research
- Educational research
- In-vitro research applications
Products are not intended for human consumption, animal use, medical treatment, therapeutic use, diagnostic procedures, or cosmetic applications.
Because of the specialist research nature of these products, returns are subject to strict limitations.
Returns Policy
Due to product integrity, safety requirements, and research-use restrictions, we generally do not accept returns of products once they have been delivered.
Returns may only be considered under the following circumstances:
Damaged Products
If your order arrives damaged during transit, please contact us within 48 hours of delivery and provide:
- Your order number
- Photos of the damaged packaging
- Photos of the damaged product
Upon review, we may offer a replacement or refund.
Incorrect Items Received
If we have sent the wrong product, please notify us within 7 days of delivery.
Once verified, we will arrange a replacement or suitable resolution.
Defective Products
If a product arrives defective or compromised due to manufacturing or packaging issues, please contact us immediately.
Each case will be reviewed individually, and where appropriate, a replacement or refund may be offered.
Non-Returnable Items
The following items cannot be returned:
- Opened products
- Used products
- Products stored improperly after delivery
- Products purchased in error by the customer
- Products ordered for purposes outside their intended research use
- Products returned without prior authorization
Returned Parcels
If a parcel is returned to Pep World because of:
- Incorrect shipping information provided by the customer
- Delivery refusal
- Failure to collect the parcel
- Unsuccessful delivery attempts
any refund or replacement will only be processed after the returned package has been received and inspected by our team.
Shipping costs may not be refundable in these circumstances.
Lost Shipments
If your order is lost during transit, please contact us.
We will investigate the matter with the courier and, where appropriate, provide a replacement shipment or refund.
Claims for lost parcels may require confirmation from the delivery carrier before a resolution can be issued.
Refund Policy
Refunds may be issued in the following situations:
- Order cancelled before dispatch.
- Product unavailable after purchase.
- Item confirmed as damaged or defective.
- Order lost during transit.
- Incorrect item supplied by Pep World.
Approved refunds will be processed using the original payment method.
Please allow up to 5–10 business days for refunded funds to appear in your account, depending on your payment provider.
Right to Refuse Returns
Pep World reserves the right to refuse any return, refund, or exchange request that does not comply with this policy or where evidence suggests misuse, improper handling, or violation of our Terms & Conditions.
Contact Us
If you have any questions regarding cancellations, returns, or refunds, please contact our customer support team through our Contact Us page.
Website: pepworld.co.uk
Important Notice
By placing an order with Pep World, you acknowledge that all products are supplied strictly for research purposes only and are not intended for human or animal consumption, medical use, therapeutic applications, or diagnostic procedures.
