Return & Refund Policy

Last updated: 17 October 2026

This Return & Refund Policy applies to all orders placed with Pep Labs UK through www.peplabsuk.com. It explains how to cancel an order, return an item and receive a refund. Nothing in this policy affects your statutory rights under UK consumer law.

1. Return Window – 14 Days

You may return eligible items within 14 days of the date you receive your order. To start a return, email [email protected] within this 14-day period with your order number and the item(s) you wish to return. Once we confirm your return, you then have a further 14 days to send the item(s) back to us.

2. Items Eligible for Return

To be eligible for a change-of-mind return, items must be:

• Unopened, unused and with all seals intact
• In their original packaging, with labels attached
• Returned with proof of purchase (order number)

Because our products are sealed laboratory research materials, items that have been opened, had their seal broken or been tampered with cannot be accepted for return unless they are faulty, damaged or incorrect (see section 4).

3. How to Return an Item

1. Email [email protected] with your order number, the item(s) you are returning and the reason for the return.
2. We will confirm your return authorisation by email, normally within 1–2 working days.
3. Pack the item(s) securely in the original sealed packaging and send them to:
   Returns Department, Pep Labs UK, Level One, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom
4. We recommend using a tracked postal service and keeping proof of postage, as we cannot be responsible for returns lost in transit.

4. Faulty, Damaged or Incorrect Items

If your order arrives damaged, faulty, or is not what you ordered, please email us at [email protected] within 7 days of delivery with your order number and clear photographs of the item and packaging. We will offer a free replacement or a full refund, including any original delivery charge, and we will cover the cost of returning the item.

5. Return Shipping Costs

• Change of mind: the customer is responsible for the cost of return postage.
• Faulty, damaged or incorrect items: Pep Labs UK pays the return postage. We will provide a prepaid label or reimburse your reasonable postage cost.

6. Refunds

• Once your return is received and inspected, we will email you to confirm whether the refund has been approved.
• Approved refunds are issued within 14 days of us receiving the returned item, to the original payment method.
• For a full change-of-mind return, we refund the item price and the standard delivery charge you paid. We do not refund any extra cost for a premium delivery service you chose.
• Card refunds normally take 3–5 working days to appear, depending on your bank.
• For orders paid by cryptocurrency, refunds are made to the original sending wallet for the GBP value paid at the time of order.

7. Order Cancellations

You can cancel your order at any time before it has been dispatched by emailing [email protected], and you will receive a full refund. If your order has already been dispatched, please follow the return process above once you receive it.

8. Lost Parcels

If your tracked parcel has not arrived within the delivery timeframe in our Shipping & Delivery Policy, please contact us. If the courier confirms the parcel is lost, we will send a replacement or issue a full refund.

9. Exchanges

We do not offer direct exchanges. Please return the eligible item for a refund and place a new order for the item you need.

10. Payment Disputes

If there is a problem with your order, please contact us first at [email protected]. We aim to resolve all issues quickly and fairly. This does not affect your right to contact your card issuer.

11. Contact Us

For any questions about returns or refunds, email [email protected] or write to Pep Labs UK, Level One, 49 Jamaica Street, Liverpool, L1 0AH, United Kingdom.