Our Returns Policy
At SerenQ PEPT Shop, we want customers to have a straightforward purchasing experience. If you need to discuss a return, refund or issue with an order, please contact us as soon as possible.
Contact Us Before Returning an Order
Please contact us before sending any product back.
Include your order number and a description of the issue so that we can review your request and provide the appropriate instructions.
Damaged or Incorrect Orders
If you receive a product that is damaged, incorrect or does not match your order, please contact us promptly.
Where appropriate, we may request photographs or other information to help us assess the issue.
Unwanted Orders
If you change your mind about an order, please contact us as soon as possible.
Because our products are research products and may be subject to specific handling and packaging requirements, returns are assessed on a case-by-case basis.
Refunds
Where a refund has been approved, it will be processed using the original payment method where possible.
The time required for the funds to appear in your account can depend on your bank or payment provider.
Non-Returnable Products
Products that have been opened, used, altered or otherwise compromised after delivery may not be eligible for return or refund.
For hygiene, safety and product-integrity reasons, certain products may also be excluded from return once opened.
Incorrect Delivery Information
Customers are responsible for providing a complete and accurate delivery address.
Orders returned because of an incorrect or incomplete address may be subject to additional delivery costs.
Need Help?
If you have an issue with your order, please contact us through our Contact Us page and include your order number.
We will review your request and respond as soon as possible.
Research Use Only
Products sold through SerenQ PEPT Shop are supplied for research use only and are not intended for human consumption or self-administration.
Customers are responsible for ensuring that their purchase and intended use comply with all applicable laws and regulations.