Returns and Replacements

Effective September 3, 2026 · Version POL-2609-02

Short version: we cannot take a vial back once it has left our building, so we do not do returns. What we do instead is replace anything that arrives wrong, and automatically replace or refund any lot we withdraw.

All sales are final after dispatch

Because we cannot verify how a research chemical was stored or handled once it leaves our facility, and because we will never resell a vial that has been outside our control, we do not accept returns or offer refunds on shipped product. This includes unopened vials. Please check your order carefully before you place it. This policy does not limit rights that cannot be waived under applicable law.

Cancelling before dispatch

You can cancel any order for a full refund at any time until it has been handed to UPS. Creating a shipping label does not end your right to cancel. Email info@peoplespeps.com with your order number and we will confirm whether the package has been handed over.

We make it right

If your order arrives damaged, is missing an item, or contains the wrong item, contact us within 72 hours of the UPS delivery scan. Include your order number and clear photographs of the shipping carton, packing materials, packing slip, and all items received. For damage or an incorrect item, add a photograph of the affected item and its label. For a missing item, photographs of the opened package and its contents are enough. We ship a replacement at no cost; if we cannot replace the exact item, we refund it. No return shipment is needed. Dispose of a broken vial safely as you would any laboratory glass.

Also contact us within 72 hours if a vial arrives with a broken or compromised seal, an unreadable label, no lot number, or a lot number that does not match the packing slip. We investigate and replace or refund the affected item when the claim is confirmed.

Claims made after 72 hours, or without photographs, may not be honoured. We may ask you to hold the packaging for a UPS inspection. The 72 hours run from UPS's delivery scan, including when a package is signed for by building staff, so please check deliveries promptly.

Lost in transit

If tracking shows no movement for 10 business days, or UPS confirms a package lost, we replace the order at no cost. If a replacement is also lost before delivery, we investigate with UPS and still make sure you receive what you paid for or a refund. If tracking shows delivered and you did not receive the package, contact us within 72 hours of the delivery scan. We open a claim with UPS and, once UPS accepts it, replace the order. If UPS denies the claim, we review the evidence with you and decide in good faith; we do not rely on the denial alone. Packages shipped to an address you entered incorrectly, or delivered to an address you provided and then taken, are not covered.

Withdrawn lots

If we withdraw a lot for any reason, we notify every buyer of that lot by email. We automatically ship a replacement from a current lot at no cost. If a replacement is unavailable, we automatically refund the affected item to the original payment method. No request, photograph, or return is required. If your shipping address may have changed, contact us within five business days of the notice. The withdrawn lot's record stays published at its permanent lot URL with the reason for withdrawal. Withdrawal notices are operational and are sent even if you have unsubscribed from marketing.

Refund timing

Refunds go back to the original payment method and typically appear within 5 to 10 business days, depending on your bank. If the original card has expired or been closed, your bank usually routes the refund to the replacement account; if it cannot, contact us and we will arrange another method.

Disputes and chargebacks

If something is wrong, please contact us so we can investigate promptly; we resolve almost everything within one business day. We may restrict accounts associated with fraud, abuse, or repeated disputes made in bad faith. Nothing in this policy limits any right available to you through your card issuer or under applicable law.

Contact

info@peoplespeps.com · We answer Monday to Friday, 9:00 AM to 5:00 PM Central