Return & Refund Policy

Last updated: August 16, 2026

1. Store Credit Only

PepperCo Research issues store credit only. We do not issue cash refunds, credit card refunds, or bank refunds under any circumstances. All returns, if approved, will be compensated in the form of store credit applied to your researcher account.

2. 24-Hour Reporting Window

You must inspect your package immediately upon receipt. Any report of damaged, incorrect, or missing items must be submitted to PepperCo Research within 24 hours of the package being delivered (as confirmed by carrier signature). Reports submitted after 24 hours will not be eligible for store credit.

3. How to Report a Damaged or Incorrect Order

To report a damaged or incorrect order, email info@peppercoresearch.com within 24 hours of delivery with the following information:

Your order number
Your researcher account email
Photos of the package and product as received
A description of the issue

We will review your report and respond within 48 hours. If your claim is approved, store credit will be issued to your account within 5 business days.

4. Eligible Returns

The following situations may be eligible for store credit:

Product arrives damaged due to carrier mishandling (photos required)
Incorrect product received (different from what was ordered)
Product arrives with a broken or compromised seal
Package is lost in transit (no delivery scan, carrier confirms loss)

5. Non-Eligible Returns

The following are not eligible for store credit or any form of return:

Products that have been opened, used, or tampered with (for safety and compliance reasons — we cannot accept returned research reagents)
Buyer’s remorse or change of mind
Orders where the 24-hour reporting window has passed
Orders with a valid signature confirmation showing delivery was completed
Backordered products experiencing delayed processing (see our Terms of Service)
Products shipped to an incorrect address provided by the customer

6. Lost Packages

If a package is lost in transit (no delivery scan after the estimated delivery window), we will file a claim with the carrier on your behalf. If the carrier confirms the package is lost, store credit will be issued for the full order value. If the carrier shows a successful delivery with signature, the package is considered delivered and no store credit will be issued.

7. Cancellations

Orders can be cancelled for store credit before they have been processed (status is still “Pending”). Once an order status changes to “Processing” or “Shipped,” the order cannot be cancelled. Backordered products cannot be cancelled for a cash refund — only store credit is available.

8. Chargeback Prohibition

By placing an order with PepperCo Research, you agree not to initiate a chargeback or payment dispute for any order that has been processed and shipped in accordance with these policies. If you believe an error has been made, you must contact us at info@peppercoresearch.com before contacting your bank or card issuer. Violation of this policy may result in permanent account suspension.

9. Contact

For return or refund questions, contact us at:

PepperCo Research
704 Spring Garden St
Philadelphia, PA 19123
Phone: (267) 323-8576
Email: info@peppercoresearch.com

RESEARCH USE ONLY — Products sold on this site are intended exclusively for in vitro laboratory research. Not for human or animal consumption. Not FDA-approved. Customers must be 21+.