Refund policy
Effective date: January 1, 2025
General policy
Due to the nature of research compounds (temperature-sensitive biological materials), all sales are final. We do not accept returns of opened or used vials under any circumstances.
Damaged or incorrect shipments
If your order arrives damaged or you receive the wrong product, contact us at support@pepternix.ca within 48 hours of delivery with your order number and photographic documentation. We will arrange a replacement or refund at our discretion.
Lost shipments
If your order is confirmed lost by Canada Post (after a trace investigation), we will ship a replacement at no charge or issue a full refund, at your preference.
Order cancellations
Orders may be cancelled and fully refunded if the request is received before a shipping label has been generated. Once a label is created, the order cannot be cancelled. Contact support@pepternix.ca immediately if you need to cancel.
Refund process
Approved refunds are issued via Interac e-Transfer to the account from which payment was received, within 3 business days of approval.
Contact
For refund or exchange requests: support@pepternix.ca. Include your order number (e.g. PTX-748291) in the subject line.