Refund policy
Returns
For quality assurance, product integrity, and safety reasons, we do not accept returns, exchanges, or cancellations once an order has been dispatched.
As our products are supplied exclusively for laboratory and scientific research purposes, we are unable to restock or resell returned items.
Damaged or Incorrect Items
If your order arrives damaged, defective, or you receive an incorrect item, please contact our customer support team within 48 hours of delivery.
To assist with your claim, please provide:
- Your order number
- A description of the issue
- Clear photographs of the damaged packaging and/or products received
Claims submitted without supporting evidence may not be eligible for review.
Refunds & Replacements
Where MedPep determines that an item has been damaged during transit or an incorrect item has been supplied, we may, at our discretion:
- Issue a replacement product; or
- Provide a full or partial refund to the original payment method.
Refunds will be processed within a reasonable timeframe once the claim has been reviewed and approved.
Non-Refundable Circumstances
We are unable to provide refunds, replacements, or exchanges for:
- Change of mind purchases
- Incorrect product selection by the customer
- Orders where delivery has been successfully completed
- Delays caused by shipping carriers outside of our control
- Products that have been opened, used, stored incorrectly, or otherwise altered after delivery
Lost Parcels
If your parcel is lost in transit, please contact us as soon as possible. We will work with the shipping carrier to investigate the shipment and determine an appropriate resolution.
Contact Us
If you have any questions regarding your order, please contact our customer support team.