Refund policy. Three guarantees. No tickets, no escalation, no restocking fee.

The Refund Policy collapses to three commitments. Each is described in the sections that follow with the operational detail a researcher needs to actually invoke them. The commitments are cumulative: a single Order can be eligible for more than one at the same time, and Researchers do not have to choose.

• Certificate guarantee: if a delivered lot tests below the spec on its public third-party certificate, ReadyPep refunds or replaces it in full.
• Same-day replacement: if a lot is lost, damaged or seized on the way to the Researcher, ReadyPep re-ships from the UK warehouse on the next working day, no questions asked.
• Pre-dispatch cancellation: Researchers can cancel any Order before pickup by the carrier and receive a same-day refund to the original payment method.

Every lot ships with two PDFs from an independent third-party lab: an HPLC purity certificate and a separate pH test certificate. Both PDFs are linked from the relevant product page before the lot ships, and are referenced on the order paperwork. The certificate is the binding statement of identity, purity and pH for the lot.

If the Researcher own analytical work, or an independent third-party laboratory, demonstrates that the delivered lot fails to match the third-party certificate stated identity, purity (within the certificate published margin) or pH band, ReadyPep refunds or replaces the Order in full. The Researcher is not required to disclose internal protocols, lab identity or proprietary methods to invoke this guarantee. A statement of result, the Researcher role, and the lot identifier are sufficient.

1. (a)Window: invokable for ninety (90) days from the delivery date stamped on the carrier POD record.
2. (b)Evidence: a written statement from the Researcher describing the analytical method (HPLC, LC-MS, IR, or equivalent analytical methods), the result, and the deviation from the third-party certificate. A counter-result PDF is appreciated but not required.
3. (c)Resolution: refund to the original payment method within five (5) business days of acceptance, or a free re-ship of the original Order from a different lot, at the Researcher option.

If an Order is lost, damaged, seized at customs without a Researcher-side resolution path, or arrives damaged at delivery, ReadyPep replaces the Order on the next UK working day after the issue is reported, free of further charge. This guarantee is independent of carrier-side investigations: we do not wait for the carrier to formally declare a loss before re-shipping.

1. (a)How to invoke: write to shipping@readypep.com or message us on WhatsApp with the airwaybill number and a one-line description of the issue. Photographs of the outer box, tamper seal and pen are appreciated for damage cases.
2. (b)Cap: invokable once per Order on a same-destination basis. Where the same destination has experienced a second loss, ReadyPep may decline further shipment to that address and refund the residual Order amount instead.
3. (c)Shipping damage: broken tamper seal, pen damage in transit, or any other indicator that the Order was damaged in transit. Photographs are required for damage claims.

Researchers can cancel any Order before the carrier collects the parcel from the UK warehouse and receive a same-day refund to the original payment method. Cancellations are accepted by email at shipping@readypep.com or via WhatsApp; the Order is removed from the dispatch queue, the parcel is unsealed and the components returned to stock.

Once the carrier has collected the box, the Order can no longer be cancelled. It can be intercepted, but the carrier intercept fee is then the Researcher cost (typically 15-25 GBP depending on carrier and destination), and the parcel on the way back to the warehouse cannot be reabsorbed into stock.

For safety and traceability reasons, ReadyPep does not accept returns of delivered Orders into inventory. Once a sealed parcel has left the UK warehouse, the lot is no longer guaranteed within ReadyPep chain of custody. The handling, light exposure and storage conditions outside the warehouse cannot be verified. Returning the lot to inventory would compromise the integrity of every subsequent lot we ship.

Where a Researcher invokes the certificate guarantee or the same-day replacement, the original Order does not need to be physically returned. Please dispose of the contents in accordance with local hazardous-waste rules. Where a Researcher returns Product anyway, ReadyPep does not refund again on the returned shipment and disposes of the returned material at the Researcher expense.

Defective Product (for example, a pen that does not dial, a cracked cartridge, a missing seal) is treated as a same-day replacement under section 03. The Researcher is asked to send a single photograph of the defect and the pen lot label; ReadyPep re-ships from the next available lot the next working day, with the matching third-party certificates.

Damaged-on-receipt (outer box crush, broken tamper seal, pen damage) must be reported within twenty-four (24) hours of delivery for the shipping insurance to apply. Reports after twenty-four hours are still considered, but the burden shifts to the Researcher to demonstrate that the damage occurred in transit and not after.

Approved refunds are issued to the original payment method within five (5) UK business days of acceptance. The actual time the funds appear in the Researcher account is set by the bank or processor that handled the original payment and is outside the Distributor's control. Refunds to a different payment method than the original are exceptional and require written authorisation from the Researcher.

Where the original processor is not available (for example, the card has been closed, the bank account has been closed), ReadyPep contacts the Researcher to arrange a substitute method. ReadyPep does not retain the refundable balance as account credit unless the Researcher explicitly opts into that, in writing.

If a payment dispute is initiated through the Researcher bank or card-network before the Researcher has contacted ReadyPep about the issue, ReadyPep is required to defend the dispute with the documentation on file: the order confirmation, the research-use attestations, the lot third-party certificates, the carrier tracking and POD record, the WhatsApp / email message thread, and the damage photographs where applicable. Successfully defended chargebacks are reported back to the Researcher Account and may result in restriction of future Orders.

Bad-faith claims (for example, asserting non-receipt against a clear POD signature, asserting shipping damage with no photographic evidence on a lot delivered ten days earlier, or invoking the certificate guarantee on a lot that the Researcher has no analytical chain of custody on) are treated as a material breach of the Terms of Service. The Account is closed, the Researcher is added to a denied-party register, and any pending Orders are refunded.

The workflow below applies to every refund category. Step 01 is the same; the diverging branch starts at Step 03. The whole flow is designed so that an in-scope refund is decided within forty-eight (48) UK business hours of the report.

1. (a)Step 01. Report. Email shipping@readypep.com or message us on WhatsApp with the order ID, the lot identifier, and a one-line description of the issue.
2. (b)Step 02. Acknowledge. ReadyPep replies within four (4) UK business hours, with a case reference and the requested supporting evidence (photo, counter-result, etc.).
3. (c)Step 03. Decide. ReadyPep reviews the case against the Refund Policy, confirms eligibility, and chooses the resolution path (refund or replacement, at the Researcher option where both are available).
4. (d)Step 04. Resolve. For replacements, the new Order is queued for the next UK working day, with re-issued certificates. For refunds, the credit is initiated on the original payment method within five (5) business days of acceptance.
5. (e)Step 05. Close. ReadyPep emails the case-closure summary, with the resolution and the lot data; the case stays on file for the regulatory register.

The certificate guarantee window is ninety (90) days from delivery. The shipping-damage claim window is twenty-four (24) hours from delivery. The pre-dispatch cancellation window closes when the carrier collects the box. Outside those windows, claims are reviewed on the merits but ReadyPep is not contractually obliged to refund.

Nothing in this Refund Policy excludes or limits the Researcher statutory rights under English consumer law, including the rights of a consumer where the consumer-protection regime applies in parallel to a research-use attestation, or under any equivalent mandatory consumer-protection regime in the Researcher home jurisdiction. Where statutory rights provide a longer window or a stricter standard than the corresponding clause above, statutory rights apply.

• Distributor entityReadyPepTrading name · ReadyPep · Legal entity · ReadyPep Global · Founded · 2022 · United Kingdom
• Registered officeUnited KingdomSwan Buildings · 20 Swan Street · Manchester M4 5JW · Greater Manchester, United Kingdom · Warehouse · UK
• Reach the policy teamSame-week reply.Compliance / legal compliance@readypep.com · Privacy / data rights privacy@readypep.com · Shipping / lots shipping@readypep.com · Phone (business hours, UK) +44 7576 526579 · WhatsApp Linked from any product page

• 01Terms of service
• 02Privacy policy
• 03Research disclaimer
• 04Shipping policy
• 06Distribution policy
• 07Giveaway rules

All six documents form one binding agreement between ReadyPep and every researcher with a ReadyPep account or order on file.