Legal
Refund & Chargeback Policy
Refunds
Refund and replacement eligibility is set out in our Returns Policy, which mirrors Section 10 of our Terms and Conditions of Sale. Approved refunds are returned to the original payment method.
Contact Us Before Disputing a Charge
If there is a problem with an order or a charge, contact us first at info@pepgenex.com or 888-318-5838 with your order number. Most issues — a damaged shipment, an incorrect item, a duplicate charge — are resolved faster directly than through a card or bank dispute.
How We Respond to Chargebacks
When a chargeback or payment dispute is filed, we respond to the card issuer or payment provider with the records of the transaction. These may include the order details, the research-use certification and account information provided at checkout, the Terms and Conditions of Sale accepted with the order, invoices and payment records, and carrier shipping and delivery confirmation.
If a dispute is resolved in the purchaser's favor, the disputed amount is not refunded a second time. If a dispute is filed for an order that was delivered as described, we will contest it.
Accounts With Disputed Charges
While a chargeback is open, we may suspend further orders on the associated account. Accounts with chargebacks filed in bad faith, or for orders delivered as described, may be closed.
Contact
PepGenex, a California corporation Email: info@pepgenex.com Phone: 888-318-5838