Due to the sensitive nature of research materials, most sales are final. Please read this policy carefully before ordering.
General Policy
Because our products are research materials whose integrity depends on proper storage and chain of custody, we generally cannot accept returns of opened, used, or improperly stored products. All sales are considered final except as described below.
Damaged, Defective, or Incorrect Orders
If your order arrives damaged, defective, or incorrect, contact us within 7 days of delivery at bweb@biopepwell.com with your order number and clear photos of the issue and packaging. Approved cases may be eligible for a replacement or refund at our discretion.
Non-Delivery
If tracking indicates your order was not delivered, contact us within 14 days of the expected delivery date so we can investigate with the carrier. Remedies may include reshipment or refund once the investigation concludes.
Cryptocurrency Refunds
Payments are made in cryptocurrency. Where a refund is approved, it will be issued in cryptocurrency, and the amount returned reflects the cryptocurrency value at the time the refund is processed — not the U.S. dollar value at the time of purchase. Cryptocurrency price volatility means the returned amount may be worth more or less than your original payment. Network and processing fees are deducted from refunds. Refunds are processed manually and may take several business days.
Non-Refundable Situations
- Products that have been opened, used, or reconstituted.
- Products stored contrary to recommended conditions.
- Orders where the customer provided an incorrect shipping address.
- Change-of-mind requests after an order has shipped.
How to Request
To request a refund or report a problem, email bweb@biopepwell.com with your order number and details. We aim to respond within 2–3 business days.