Legal Policy
Refund Policy
Effective: January 1, 2025 · getapep LLC
1. Scope
This Refund Policy applies to all orders placed through getapep.com. Because our products are research-grade reagents with strict handling, storage, and chain-of-custody requirements, our ability to accept returns is limited. Please review this policy carefully before placing an order.
2. Eligible Refund Conditions
Refunds or replacements are available only in the following circumstances: (a) the product received is materially different from the product ordered (incorrect compound, incorrect lot); (b) the product arrives in a demonstrably damaged or compromised condition due to a shipping or handling failure attributable to getapep or our fulfillment partner. All claims must be submitted within 7 calendar days of confirmed delivery.
3. Non-Eligible Conditions
The following are not eligible for refund or return: (a) change of mind or order cancellation after fulfillment has begun; (b) products that have been opened, reconstituted, or otherwise used; (c) products that have been stored improperly by the recipient after delivery; (d) orders where the claimed issue was disclosed in the product listing (e.g., pre-order status, known lot availability); (e) delays caused by carrier, customs, or circumstances outside our control.
4. How to Submit a Claim
To initiate a refund claim, contact info@getapep.com within 7 days of delivery with: your order number, a description of the issue, and photographic documentation of the product and packaging as received. We will respond within 2 business days. Do not dispose of or return any product without written authorization from getapep.
5. Resolution
Approved claims will be resolved by replacement shipment or credit to the original payment method, at getapep's discretion. Original shipping charges are non-refundable except in cases of documented fulfillment error. Refund processing times depend on your payment provider but are typically 5-10 business days.
6. No Consumer Return Rights
As products are sold exclusively for laboratory research use and not as consumer goods, standard consumer return rights may not apply. Purchasers agree to this policy as part of the getapep Terms of Service.