Support
Refunds & returns.
What we can and cannot take back, and how to report a problem with a shipment.
Why returns are limited
Research materials are sensitive to temperature, light and moisture. Once a product leaves our control we cannot verify how it has been stored, and re-selling material of unknown provenance would undermine the entire point of a documented supply chain. For that reason we cannot accept returns of opened, used or temperature-sensitive items.
What we will always make right
- Damaged in transit — broken vials, compromised seals or damaged packaging.
- Incorrect item — you received a material, size or format you did not order.
- Non-conforming lot — material that does not meet the specification on its Certificate of Analysis.
- Missing items — a shortfall against your packing list.
In these cases we will replace the item or refund it in full, at your choice.
How to report a problem
Email research@specpep.com within 7 days of delivery with your order number, the lot number from the vial or COA, and photographs of the packaging and product as received. We aim to respond within one business day.
Unopened, non-temperature-sensitive items
Where an item is unopened, in original packaging, not temperature-sensitive, and returned within 14 days of delivery, we may authorise a return at our discretion. A restocking fee may apply and return shipping is the customer's responsibility. Do not ship anything back without a return authorisation — unauthorised returns cannot be credited.
Refund timing
Approved refunds are issued to the original payment method. Depending on your provider, funds can take 5–10 business days to appear after we process the credit.
Bulk orders
Bulk orders are picked and allocated against specific lots on acceptance. Once a lot has been allocated we may not be able to cancel or amend the order, though the guarantees above still apply in full.
