Return and Refund Policy

Last updated: September 8, 2026

At Purepept Labs, customer satisfaction and product integrity are extremely important to us.

Because of the nature of our products and our strict quality-control standards, we can only accept returns that meet the eligibility requirements described below.

Return Window

Eligible new vial products may be returned within 30 days of delivery, provided the product remains unused, unopened, in its original condition and with the original seal intact.

The 30-day period is calculated from the date the shipping carrier confirms delivery to the address provided at checkout.

No restocking fee is charged for approved eligible returns.

Eligible Returns

A new vial product may be eligible for return when:

• The return is requested within 30 days of confirmed delivery.
• The product remains completely unopened.
• The original security seal remains fully intact.
• The product has not been used, opened, altered, damaged, or tampered with.
• The product remains in its original packaging.
• The customer contacts Purepept Labs before returning the product.
• The return is approved by our customer support team.

All return requests are subject to review and approval.

Non-Returnable Products

For safety, quality-control, and product-integrity reasons, we cannot accept returns of:

• Opened products
• Used products
• Products with a broken or removed security seal
• Products showing signs of tampering
• Products damaged after delivery through improper handling or storage
• Products returned without prior authorization
• Products that are not in their original packaging
• Requests made more than 30 days after confirmed delivery

These restrictions help protect the integrity of our products and the safety of all customers. They do not affect the separate procedure for damaged, defective or incorrect orders described below.

Return Authorization

Customers must contact Purepept Labs before sending any product back.

Do not return a product without first receiving confirmation and return instructions from our support team. Unauthorized returns may be refused and may not qualify for a refund.

To request a return, contact us by email at hello@purepeptlabs.com.

Please include:

• Full name
• Order number
• Product name
• Reason for the return
• Photographs of the unopened product and intact security seal, when requested

Return Shipping Costs

Unless the return is caused by an incorrect, defective, or damaged product supplied by Purepept Labs, the customer is generally responsible for return shipping costs.

Where the return is caused by our error — an incorrect, defective or damaged product — Purepept Labs covers the return shipping cost.

Original shipping charges are non-refundable unless otherwise required by applicable law or expressly approved by Purepept Labs.

Customers should use a trackable shipping service when returning an approved product. Purepept Labs is not responsible for return packages that are lost or damaged during transit.

Damaged, Defective, or Incorrect Orders

Customers must inspect their order promptly after delivery.

If a product arrives damaged, defective, or different from the product ordered, contact us as soon as possible and provide:

• Full name
• Order number
• Description of the issue
• Clear photographs of the product
• Clear photographs of the external shipping package
• Photographs of the shipping label, where applicable

These cases are handled as a merchant-error claim, not as an ordinary discretionary return. The unopened-and-sealed condition above does not apply. After reviewing the claim, Purepept Labs may offer an appropriate resolution, which may include a replacement, store credit, or refund.

Refund Processing

Approved refunds will be issued to the original payment method whenever possible.

Once approved, refunds will be processed within 14 business days. Your bank or payment provider may require additional time for the funds to appear in your account.

See our Payment Policy for how payments are processed.

Order Cancellations

Customers who wish to cancel an order should contact us immediately.

We cannot guarantee cancellation once an order has entered processing, fulfillment, or shipping. Orders that have already been dispatched must follow the standard return process and must remain completely unopened and sealed to qualify for consideration.

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