At PepSmart, we aim to make ordering research materials as straightforward and dependable as possible. Orders are processed efficiently, securely packaged and dispatched using appropriate delivery services.
This Shipping & Returns Policy explains how we handle order processing, delivery, damaged or incorrect orders, returns and refunds.
Order Processing
Orders are processed as promptly as possible during our normal operating days. Once an order has been received, it may undergo payment, security and order verification checks before being prepared for dispatch.
Orders placed outside normal operating periods will be processed when order fulfilment resumes.
During particularly busy periods, processing may take longer than usual. We will always aim to minimise unnecessary delays.
UK Shipping
PepSmart dispatches orders from within the United Kingdom and offers delivery to supported UK destinations.
Available delivery options and any applicable shipping charges will be displayed during checkout before payment is completed.
Delivery times shown on the website or during checkout are estimates rather than guarantees. Actual delivery times can occasionally be affected by courier delays or circumstances outside our reasonable control.
International Shipping
International delivery may be available to selected countries and territories approved for ordering through PepSmart.
Available destinations will be shown during the ordering process. We reserve the right to add, remove or restrict delivery destinations where necessary.
Customers placing international orders are responsible for ensuring that the research materials they purchase can lawfully be imported, possessed and used for laboratory research within the destination jurisdiction.
Customs and Import Requirements
International orders may be subject to customs procedures, import restrictions, taxes, duties or other charges imposed by authorities within the destination country.
Any applicable import duties, taxes or customs charges are normally the responsibility of the recipient unless otherwise stated during checkout.
Customers should check applicable local requirements before ordering. PepSmart cannot guarantee that an international shipment will be accepted by customs or other relevant authorities.
Order Tracking
Where a tracked delivery service is used, tracking information will normally be provided after the order has been dispatched.
Tracking information may take some time to become active after a shipment has been collected or accepted by the delivery provider.
Once an order has entered the delivery network, tracking information provided by the carrier will usually provide the most current information regarding its progress.
Delivery Times
We aim to dispatch orders promptly, but delivery times can vary depending on the destination, delivery service and circumstances affecting the carrier.
Estimated delivery times should be treated as guidance only.
PepSmart cannot be held responsible for reasonable delays caused by circumstances outside our control, including courier disruption, severe weather, transport disruption, customs processing or other logistical events.
Providing the Correct Delivery Information
Customers are responsible for ensuring that the delivery information provided when placing an order is complete and accurate.
Please check your delivery details carefully before completing checkout.
If you notice an error after placing an order, contact PepSmart as quickly as possible. We will attempt to assist where we reasonably can, but we cannot guarantee that delivery information can be changed once an order has entered processing or been dispatched.
Missed or Unsuccessful Deliveries
If a delivery attempt is unsuccessful, the carrier may provide instructions for arranging redelivery or collecting the parcel.
Customers are responsible for following the carrier’s instructions where appropriate.
If an order is returned to PepSmart because delivery could not be completed, we will review the circumstances and advise you of the available options.
Additional delivery charges may apply where an order needs to be dispatched again because incorrect delivery information was supplied or the recipient failed to accept or collect the shipment.
Lost Orders
If tracking information indicates that an order may have been lost during transit, please contact PepSmart so that we can investigate the matter with the relevant delivery provider.
Customers should allow a reasonable period for delivery before reporting an order as missing, particularly where delays are affecting the carrier network.
Where an order is confirmed as lost, we will take appropriate action in accordance with the circumstances and applicable consumer rights.
Damaged Orders
We take care to package orders securely before dispatch. However, if your order arrives damaged, please contact PepSmart as soon as possible after delivery.
Please retain the product, parcel and original packaging while the issue is being investigated.
We may request photographs showing the condition of the parcel, packaging and affected products. This information helps us establish what has happened and resolve the issue appropriately.
Incorrect Orders
If you receive a product that is different from the product you ordered, please contact us promptly with your order information.
Do not dispose of or use an incorrectly supplied product while your enquiry is being reviewed.
Once the issue has been confirmed, we will provide appropriate instructions and arrange a suitable resolution.
Returns
If you wish to request a return, please contact PepSmart before sending any products back to us.
Products should not be returned without first receiving appropriate return instructions.
Depending on the circumstances, eligibility for a return may be affected by the nature of the product, whether it has been opened, its condition and whether appropriate storage and handling requirements have been maintained.
Nothing in this policy affects statutory rights that cannot legally be excluded.
Returning Products
Any product approved for return should be securely packaged and returned in accordance with the instructions provided by PepSmart.
Unless the product is faulty, damaged, incorrectly supplied or otherwise covered by applicable consumer rights, customers may be responsible for return delivery costs.
We recommend using an appropriate tracked delivery service when returning an item, as responsibility for the parcel may remain with the sender until it has been received.
Refunds
Where a refund is approved, it will normally be returned using the original payment method.
Refund processing times can vary depending on the payment provider or financial institution involved. Once a refund has been processed by PepSmart, additional time may therefore be required before the funds appear in your account.
Any applicable deductions or exclusions will be handled in accordance with these terms and applicable consumer law.
Cancelled Orders
If you need to cancel an order, please contact PepSmart as quickly as possible.
We will attempt to accommodate cancellation requests where the order has not yet been processed or dispatched.
Once an order has entered fulfilment or been dispatched, it may no longer be possible to cancel it. Where appropriate, the standard returns process will then apply.
Refused or Returned International Shipments
If an international shipment is refused, rejected by customs, returned because of import restrictions or cannot be delivered because the recipient has failed to meet applicable local requirements, please contact PepSmart.
Any refund or redelivery will depend on the individual circumstances, the condition in which the products are returned, costs incurred and applicable legal requirements.
Shipping fees, customs charges and other costs that have already been incurred may not be refundable where permitted by law.
Contact Us About Shipping or Returns
If you have a question about delivery, need to report a problem with an order or would like to request a return, please contact PepSmart using the contact details provided on our website.
Including your order information and a clear explanation of your enquiry will help us investigate and respond as efficiently as possible.
Research Use Only
All products supplied by PepSmart are intended strictly for laboratory research purposes.
For Research Use Only. Not for human consumption. Not for veterinary use or consumption. Not intended to diagnose, treat, cure or prevent any disease.