Returns and Cancellation Policy

Customers must inspect deliveries immediately on receipt. Damaged, incorrect or defective items should be reported to us at hello@purepeps.uk, or via the contact form on our website, within 48 hours of delivery, with supporting photographs of the outer packaging and the affected items.

Where a claim is supported, PUREPEP LTD will investigate and, where appropriate, provide a replacement or refund.

Our products are laboratory research materials supplied in single-use vials. They are sensitive to temperature, handling and exposure, and once goods leave our control the conditions in which they are stored and handled cannot be verified by us.

Sterility, endotoxin status and other analytical properties are only claimed for a specific batch where they are supported by the batch documentation published on the applicable product page and in the Documentation Centre. Where documentation does not cover a given property for a batch, that property is not asserted.

For quality and safety reasons, products cannot normally be accepted back after successful delivery, other than in the case of damaged, defective or incorrect items reported as set out above, or where a return is required by applicable UK consumer law.

We accept returns of unused products only where every vial remains unopened, untampered with, and in its original packaging with all tamper-evident seals intact.

Once a vial's sealed cap, tamper-evident ring, or protective seal has been removed, broken, or otherwise compromised, it cannot be returned for a change-of-mind refund. This is because we cannot verify that the product has remained within the required storage conditions or safely place it back into saleable stock.

Nothing in this policy affects your statutory rights if a product is faulty, damaged on arrival, unsafe, or not as described.

Products must never be returned to us without prior written authorisation. Unauthorised returns cannot be processed and may be refused.

Where a refund is due, it will be issued to the original payment method within a reasonable period after the returned goods (where applicable) have been received and inspected, or after our investigation is completed.

If you wish to cancel an order before it has been dispatched, please email hello@purepeps.uk as soon as possible, quoting your order reference. Where the order has not yet been dispatched we will normally be able to cancel it and refund the amount paid.

Nothing in this policy removes or limits any rights you may have as a consumer under applicable UK consumer legislation. The research-use nature of our materials is not used as a basis to remove lawful consumer rights.

All cancellation, return and refund requests should be sent to hello@purepeps.uk, or submitted through the contact form on our website, and should where possible include your order reference.