This Returns Policy applies to all purchases made through claripep.co.uk. Please read it carefully before placing an order. Due to the specialist nature of the products we sell, this policy differs in some respects from standard consumer returns policies, for reasons explained below.
1. Why Our Returns Policy Is Different
Claripep sells research-grade chemical compounds. Once a product has been opened, its integrity, sterility, and chain of custody can no longer be guaranteed, which means we are unable to resell or safely redistribute it. For this reason, our policy distinguishes clearly between unopened and opened products.
2. Unopened Products
If you change your mind about an order, you may return unopened, unused products within 14 days of delivery, subject to the following conditions:
- The product must be unopened, with the original seal and packaging intact
- The product must have been stored correctly (frozen, as instructed) since delivery
- You must contact us at research@claripep.co.uk before returning any item, to receive return instructions
- Return shipping costs are the responsibility of the customer unless the return is due to an error on our part
- Refunds will be processed within 14 days of us receiving and inspecting the returned item
3. Opened Products
We are unable to accept returns or offer refunds on any product once the seal has been broken or the product has been used, for quality assurance and safety reasons. This does not affect your rights in relation to faulty or incorrectly supplied products, as set out below.
4. Faulty or Incorrect Items
If you receive a product that is faulty, damaged in transit, or different from what you ordered, please contact us at research@claripep.co.uk within 48 hours of delivery, including:
- Your order number
- A description of the issue
- Photographs of the product and packaging, where applicable
Once verified, we will offer a replacement or full refund, including any reasonable return shipping costs, at our discretion.
5. Failed or Disputed COA Results
If independent testing of a batch you have purchased produces results materially inconsistent with the Certificate of Analysis provided at the time of sale, please contact us with the testing report. We will investigate and, where appropriate, offer a replacement or refund for the affected batch.
6. Non-Returnable Circumstances
We are unable to offer refunds or accept returns in the following circumstances:
- The product has been opened, reconstituted, or used in any way
- The product was not stored according to the instructions provided (e.g. not kept frozen)
- The return request is made more than 14 days after delivery (for unopened items) or 48 hours after delivery (for faulty item claims)
- The issue arises from misuse of the product outside its stated research-only purpose
7. How to Initiate a Return
To begin any return or refund request, email research@claripep.co.uk with your order number and the reason for your request. We aim to respond to all return enquiries within 2 working days.
8. Refund Method
Approved refunds will be issued to the original payment method used at checkout. Please allow up to 10 working days for the refund to appear, depending on your bank or payment provider.
9. Your Statutory Rights
This policy does not affect your statutory rights under UK consumer protection law. For more information on your rights, visit the Citizens Advice website.
10. Contact
For any questions about this Returns Policy, please contact us at research@claripep.co.uk.