Our Commitment
At Nexopep, we are committed to supplying research compounds of the highest quality. If you experience an issue with your order, we want to make it right.
Eligibility for Refunds
You may be eligible for a refund or replacement under the following conditions:
- Your order arrived damaged, broken, or visibly compromised
- You received the wrong product
- Your order did not arrive within the stated delivery window and tracking confirms it is lost
Refund or replacement requests must be submitted within 14 days of the delivery date or expected delivery date.
Non-Refundable Circumstances
We are unable to issue refunds in the following circumstances:
- The product has been opened, reconstituted, or used in any way
- The request is made more than 14 days after delivery
- The product was stored incorrectly by the buyer after receipt
- The buyer simply changed their mind after purchase
- The order was delayed due to customs clearance in the buyer’s country
How to Request a Refund
To initiate a refund or replacement request, please contact us at contact@nexopep.org with the following information:
- Your full name and order number
- A description of the issue
- Photographs of the damaged or incorrect product and packaging
We will review your request within 3 business days and respond with next steps. Approved refunds will be processed within 7 business days to your original payment method.
Damaged in Transit
If your order arrives damaged, please photograph the outer packaging and the product immediately upon receipt before opening. This documentation is required to process a damage claim.
Address Errors
Nexopep is not responsible for orders that are undeliverable or lost due to an incorrect shipping address provided by the buyer. Please double-check your shipping address before completing your order.