puripep

Returns & Refund Policy

Last updated: July 31, 2026

The short version

Research materials are temperature-sensitive and lot-controlled: once a vial has left our facility we have no way to verify how it was stored, so it can never go back into saleable stock. All sales are final. If we got the order wrong, or the carrier damaged it, we make it right — replacement or refund — within 30 days of delivery.

Before dispatch

An order that has not yet shipped can be cancelled in full for any reason. Email hello@puripep.com with your order number; if we catch it before the label is printed we cancel it and refund to the original payment method, typically within 5–10 business days depending on your bank.

After delivery — what is covered

We replace at our cost, or refund, in these cases, reported within 30 days of delivery:

  • Wrong item or wrong dose. What arrived does not match what you ordered.
  • Damaged in transit. Broken vial, breached seal, crushed or wet outer packaging.
  • Missing item. A line on your packing slip is not in the box.
  • Off-specification lot. The material does not meet the specification stated on its Certificate of Analysis.

In the first three cases we ship the correction the same or next business day and you do not need to return the original — for an off-specification claim we may ask you to return the vial, at our expense, so the lot can be investigated.

What is not covered

  • Change of mind, ordering the wrong molecule or the wrong quantity, or no longer needing the material.
  • Material that has been opened, reconstituted, aliquoted, re-labelled or transferred to another container, except in an off-specification claim.
  • Loss of activity after delivery caused by storage or handling outside the instructions on the label.
  • Experimental results. We warrant identity and purity against the lot CoA; we cannot warrant that a material performs as you hoped in your protocol.
  • Parcels a carrier recorded as delivered to the address you supplied — see the Shipping Policy for the claim route.
  • Shipping charges already paid, unless the error was ours.

How to file a claim

  1. Email hello@puripep.com within 30 days of delivery with your order number.
  2. Attach photographs: the vial label showing the lot number, and — for a damage claim — the outer packaging and the cold pack as they arrived. Keep the packaging until the claim is closed.
  3. We answer within 24 hours on business days with either a replacement dispatch date or a refund confirmation.

Refunds

Approved refunds go back to the original payment method for the amount paid, including shipping where the fault was ours. Your bank or card issuer decides when the credit appears — usually 5–10 business days after we release it. We do not refund to a different card or account than the one used to pay.

Replacements

A replacement ships from the next available lot of the same product, with its own Certificate of Analysis. If that product is out of stock you can choose to wait for the next release or take a refund instead.

Questions

hello@puripep.com — Monday to Friday, U.S. business hours. This policy forms part of our Terms of Service.