Refund Policy
Effective: April 2026
1. All Sales Final
Because our products are research compounds with strict chain-of-custody and storage requirements, all sales are final once payment is submitted. We do not accept returns of opened, unsealed, partially used, or properly delivered product under any circumstance.
2. Defective-on-Arrival (DOA) Claims
If your shipment arrives damaged, contaminated, mislabeled, or with a compromised seal, you must notify us within 7 calendar days of delivery at support@pepplugsolutions.com. Include the order number, clear photographs of the outer packaging, the inner vial(s), and any visible defect. Claims submitted after 7 days, or without evidence, will not be eligible for refund or replacement.
3. Lost or Undelivered Shipments
Tracking information is provided for every order. If a shipment is marked delivered but not received, you must file a claim with the carrier first and notify us within 7 days. We will assist with carrier escalation but cannot guarantee replacement for shipments that tracking indicates were delivered.
4. Refund Method & Timing
Approved refunds are issued to the original payment method only (Zelle, Cash App, PayPal, or the originating crypto wallet). Processing typically takes 3–7 business days after approval. Original shipping charges are non-refundable except where the entire order is determined to be DOA.
5. Order Cancellation
Orders may be cancelled for a full refund only if cancellation is requested before the order has been packed for shipment. Once a tracking number has been issued, the order cannot be cancelled and standard DOA terms apply.
6. Non-Refundable Situations
Refunds will not be issued for: (a) buyer's remorse or change of mind; (b) incorrect shipping address provided by the buyer; (c) refusal of delivery; (d) seizure or delay by any government, regulatory, or carrier authority; (e) any use of product inconsistent with our Terms & Conditions or Compliance statement; (f) products that have been opened, reconstituted, or stored outside specified conditions.
7. Chargebacks
Initiating a payment dispute, chargeback, or reversal without first contacting us in good faith is a material breach of these terms and grounds for permanent suspension of future service. We will provide order records, delivery confirmation, and acknowledgment history in response to any dispute.
8. Contact
All refund and DOA inquiries: support@pepplugsolutions.com. Please include your order number in the subject line.