Returns
Clear terms for research-use materials.
Our returns and refund process is designed to protect product integrity while providing a clear process for addressing incorrect, damaged or otherwise documented order issues.
Returns & Refunds
Pepxora provides clearly identified research-use materials together with product information and supporting documentation. Because our products are intended for laboratory and scientific research, returns and refunds are subject to the conditions below.
Eligibility for Returns
Please contact Pepxora before returning any product. A return may be considered where:
- The incorrect product was supplied.
- The product received does not match the confirmed order.
- The product arrived damaged or compromised during delivery.
- There is a documented product issue requiring investigation.
- Pepxora has specifically authorized the return.
Returns are not automatically accepted because a product is no longer required or a research project has changed.
Products That Cannot Be Returned
Products may not be eligible for return where they have been:
- Opened or used.
- Stored outside the specified conditions.
- Altered, contaminated or otherwise compromised.
- Ordered incorrectly by the customer.
- Returned without prior authorization.
Damaged or Incorrect Orders
If your order arrives damaged or you receive an incorrect product, contact Pepxora as soon as possible at info@pepxora.com.
- Order number
- Name and organisation
- Description of the issue
- Photographs of the packaging and product where applicable
- Relevant batch or product identification information
Product Quality Concerns
If you believe there is an issue with a product, do not use the material while the matter is being reviewed.
Contact Pepxora with the relevant product and batch information. Where applicable, we may review available documentation and investigate the reported issue.
A quality concern does not automatically constitute a product defect or guarantee a refund or replacement. Each case will be assessed based on the available information.
Refunds
Where a refund is approved, the applicable refund amount and method will be confirmed by Pepxora.
Refunds may be reduced or unavailable where the issue resulted from incorrect ordering, improper storage, unauthorized handling or other circumstances outside Pepxora's responsibility.
Shipping Costs
Where Pepxora confirms that an incorrect or damaged product was supplied, reasonable return or replacement arrangements may be discussed with the customer.
Where a return is requested for reasons unrelated to an error by Pepxora, the customer may be responsible for applicable shipping and handling costs.
Return Authorization
Do not send products back without receiving return instructions from Pepxora. Unauthorized returns may not be accepted or processed. To request a return or report an issue, contact info@pepxora.com.
Need to report an issue?
Contact Pepxora with your order number, product details and a description of the issue so our team can review your enquiry.
Research Use Only
All products designated Research Use Only (RUO) are supplied solely for legitimate laboratory and scientific research purposes. They are not intended for human or veterinary consumption or administration and are not intended to diagnose, treat, cure or prevent any disease. Pepxora does not represent that any research-use material is safe, effective or suitable for any particular application. Customers are responsible for determining the suitability of materials for their research and for complying with all applicable Australian laws, regulations and institutional requirements.