Refund & Returns Policy

Last updated 10 September 2026

If any product in your order arrives broken, damaged, or leaking, or a qualifying certificate of analysis reports purity below 99%, we will refund your entire order. This policy explains the evidence to send and how the refund is issued.

1. Full-order refund guarantee

Entire order means the total you actually paid for all products in that order, after discounts, plus the original shipping charge and any tax paid. We do not deduct a restocking fee from a refund under this guarantee. A qualifying problem with one product is enough; the refund is not limited to that product.

2. Damage on arrival

Email support@pepriseusa.com or call +1 (201) 478-1333 with your order number, the product and lot number where present, and clear photos of the damage, label, and packaging. Please report damage within 48 hours of delivery where possible so the condition can be documented. If you discover it later, contact us as soon as possible; this request does not remove rights you have under applicable law.

You do not need a laboratory test or COA for a damage claim. Do not send broken glass or leaking material back to us. Keep the packaging and photos while we review the claim. Once the damage is confirmed, we refund the entire order. A replacement may be arranged if you prefer it, but you are not required to accept one instead of a refund.

3. Purity below the guarantee threshold

Send a COA issued by Janoshik or Freedom Diagnostics showing a purity result below 99%, together with your order number and the product and lot information. Either laboratory is accepted; you do not need reports from both.

Include the laboratory report number and verification link or code if available. The report and supporting sample information must identify the material tested and connect it to the product you received. We may verify the report with its issuing laboratory. A report for an unrelated product or lot does not establish a claim for your order.

Once we verify the qualifying COA and its connection to your order, we refund the entire order. Your claim does not depend on a second test performed by us. We also withdraw the affected lot from sale while the issue is investigated. There is no fixed deadline for reporting a qualifying purity result.

The change-of-mind restrictions below do not disqualify a product opened for laboratory testing. The guarantee covers the order payment; it does not promise reimbursement of separately purchased testing services. A purity result is not evidence that a product is suitable for human or animal use.

4. Wrong items and other certificate discrepancies

If we send the wrong item or lot, contact us with your order number and photos. We will refund the affected item or arrange a replacement, and cover any return postage we require. If a result raises an identity or certificate discrepancy other than the purity threshold above, send the report and sample information so we can investigate. This does not limit any remedy required by law.

5. Changed your mind

Unopened, unused vials in their original packaging, with their labels and lot numbers intact, may be returned within 30 days of delivery. Contact us first for the return address and instructions. Use tracked postage and keep your receipt.

For a change-of-mind return, the refund covers the price paid for the returned item and any refundable tax. Original shipping is not refunded, and you pay return postage. We do not charge a restocking fee. Opened, reconstituted, repackaged, or relabelled products are not eligible for change-of-mind returns. These restrictions do not apply to qualifying damage or purity claims.

6. Cancellations and delivery problems

Contact support@pepriseusa.com or +1 (201) 478-1333 promptly to cancel before dispatch. If the order has not been handed to the carrier, we will cancel it and refund any payment received in full. Printing a shipping label alone does not mean an order has been dispatched.

If we cancel an order, we refund any payment received for it in full, including shipping and tax. If we cannot ship within the promised time, we will notify you of the delay and give you the choice to accept a revised shipping date or cancel for a full refund, as required by applicable law.

If tracking shows delivery but the package is missing, check with your mailroom or neighbors and contact us. We will investigate with the carrier. If tracking has not moved for five business days, we treat the shipment as lost and offer a replacement or refund. For an incorrect address or an undeliverable shipment, contact us to arrange the next step. See our Shipping & Delivery Policy.

7. Refund timing and payment method

We issue refunds within 5 business days of approving a claim or receiving an eligible return, or sooner where required by law. We send confirmation by email. Your payment provider may take additional time to display the refund.

For payment-app or bank payments, refunds go back through the original payment method where supported. If a provider cannot reverse a payment, we will agree on a verified refund destination with you. Store credit is optional and will not replace a monetary refund without your agreement.

For a full cryptocurrency refund, we return the amount of the cryptocurrency actually received for that order, using the same asset and network. Its US-dollar value may change with the market. We verify the receiving wallet with you before sending; do not assume an exchange’s sending address can receive a refund. We do not deduct our outgoing network fee from the refund. Fees you paid separately to your wallet, exchange, or payment provider were not paid to us and are not part of the order total.

8. Your rights and contact

This policy does not exclude statutory rights or require you to give up a bank or payment-provider dispute. Contact us if you need help understanding a payment or making a claim: support@pepriseusa.com · +1 (201) 478-1333 · Monday–Friday, 9:00AM–5:00PM Eastern.