Refund & Returns Policy

Last Updated: June 2026

At PEP Europe, customer satisfaction is important to us. We are committed to supplying high-quality research products and ensuring every order is handled with care. Please read our Refund & Returns Policy carefully before placing an order.

Returns

Due to the nature of our products, we only accept returns under limited circumstances.

You may request a return if:

• You received the wrong product.
• Your order arrived damaged during transit.
• The product is defective upon arrival.
• You received an incomplete order.

To be eligible for a return, you must notify us within 14 days of receiving your order.

The item must:

• Be unused and unopened.
• Be in its original packaging.
• Include all original labels and documentation.
• Be accompanied by proof of purchase.

Returns sent without prior authorization may not be accepted.

Non-Returnable Items

For health, safety, quality assurance, and product integrity reasons, we cannot accept returns for:

• Opened or used products.
• Products that have been improperly stored after delivery.
• Products damaged through misuse or mishandling.
• Custom or special-order products.
• Products purchased during clearance or promotional sales (unless defective).
• Any product that has been altered after delivery.

Because many of our products require controlled storage conditions, we cannot guarantee their integrity once they leave our facility.

Damaged, Incorrect or Defective Orders

If your order arrives damaged, incorrect, or defective, please contact us within 48 hours of delivery.

Please include:

• Your order number
• A description of the issue
• Clear photographs of:
  • the shipping box
  • the product
  • the shipping label
  • any visible damage

After reviewing your claim, we will determine whether to provide:

• A replacement product
• Store credit
• A full refund

where appropriate.

Return Authorization

Before sending any product back, you must obtain a Return Authorization from our customer support team.

Unauthorized returns may be refused and returned to the sender.

Refunds

Once your returned item has been received and inspected, we will notify you regarding the status of your refund.

If approved, refunds will be processed to the original payment method within 5–10 business days.

Please note that banks and payment providers may require additional processing time before the refund appears in your account.

Original shipping charges are non-refundable unless the return results from our error.

Exchanges

We only replace items that are:

• defective,
• damaged during shipment, or
• shipped incorrectly.

We do not offer exchanges for products ordered incorrectly by the customer.

Order Cancellations

Orders may be cancelled only if they have not yet been processed or shipped.

Once an order has entered processing or has been dispatched, it can no longer be cancelled.

If you need to cancel an order, please contact us as soon as possible.

Refused Deliveries

If a shipment is refused by the customer or returned due to an incorrect shipping address provided by the customer, any shipping costs, return shipping fees, customs charges, or carrier fees may be deducted from any eligible refund.

Right of Withdrawal (EU Consumers)

Where applicable under European consumer protection laws, consumers may have the legal right to withdraw from certain purchases within 14 days.

However, this right does not apply where products have been unsealed or cannot be returned due to health protection, hygiene, or product integrity reasons, or where other legal exemptions apply.

Shipping Damage

If your package appears visibly damaged upon delivery, we recommend:

• inspecting the package before accepting delivery;
• taking photographs of any visible damage;
• notifying the courier where possible; and
• contacting us immediately.

This helps us resolve claims more quickly.

Contact Us

If you have any questions regarding returns or refunds, please contact our customer support team.

Please include your order number with all enquiries so we can assist you as quickly as possible.

Thank you for choosing PEP Europe.