Refund policy

Last updated: 13 July 2026

PEP SOURCE (“we”, “us”) is a UK-based supplier of research reagents, operating pepsource.co.uk. Contact: support@pepsource.co.uk. All products are supplied for laboratory and in-vitro research use only. Nothing in this policy affects your statutory rights.

Standard stocked items — 14-day returns

You may cancel your order for standard stocked items within 14 days of the day you receive them, without giving a reason. To qualify, items must be unused, unopened and with all seals intact. Tell us within 14 days of delivery, then return the items within 14 days of telling us. Return postage is at your cost unless the item is faulty or not as described. We will refund you to your original payment method within 14 days of receiving the items back (or of you providing proof of return), and may reduce the refund if the value of the goods has been diminished by handling beyond what is necessary to establish their nature and characteristics.

Made-to-order items — non-refundable

Products marked “Made to order” on their product page (including refill vials and nasal sprays) are individually prepared for you at the point of ordering — we do not hold reconstituted stock. Because these items are custom-made to your order and are perishable once prepared, they are exempt from the 14-day cancellation right under the Consumer Contracts Regulations 2013 and cannot be returned or refunded unless they arrive faulty, damaged or not as described. Please check your order carefully before purchasing these items.

Other items we cannot accept back

• Any product whose tamper or hygiene seal has been broken.
• Temperature-sensitive items whose storage integrity cannot be verified once they have left our control.

Pre-orders — our 28-day guarantee

Pre-order items are dispatched within 28 days of your order. If we fail to dispatch within 28 days, we will give you a full refund plus £20 store credit, applied to your customer account automatically. You may also cancel a pre-order at any time before dispatch for a full refund.

Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, if an item is faulty, damaged in transit or not what you ordered, you are entitled to a full refund or replacement within 30 days of delivery — your choice. We cover return postage in these cases. Please contact us with your order number and photographs of the issue; for transit damage, telling us within 48 hours of delivery helps us claim against the courier, but does not limit your rights.

How to start a return

Email support@pepsource.co.uk with your order number and reason. We will confirm eligibility and provide the return address once your return is approved. Please do not send items back without contacting us first. Refunds are issued to the original payment method; your bank may take a few days to show the credit.