Refund & Return Policy

We want every order to arrive complete, correct, and intact. If something is wrong, contact us first — most issues are resolved quickly with a replacement or refund. This policy explains when a refund or replacement is available and how to request one.

Contact us first

If your order arrives damaged, incorrect, incomplete, or never arrives, please email islandresearchpep@gmail.com before doing anything else. Include your order number and a photo if the issue is visible. We respond to support requests within 1–2 business days and will make it right.

Reporting window

To be eligible for a replacement or refund, report the problem within 7 days of the delivery date shown by the carrier. Reports made after this window may not qualify, because we can no longer verify the condition of the goods on arrival.

What's covered

You are eligible for a free replacement or a refund when:

• the product arrived damaged or leaking (photo required);
• you received the wrong item or wrong size/quantity versus your order;
• your order was missing an item that you paid for;
• the product was defective on arrival (for example, a compromised or improperly sealed vial).

We may ask you to return a defective item (at our expense) or to dispose of it safely before we ship a replacement or issue a refund. Where a replacement is preferred by both sides, we will send it at no additional cost.

Non-returnable items

Because they are research materials, the following are not eligible for return or refund except where covered above (damaged/incorrect/defective):

• products that have been opened, used, reconstituted, or removed from their original sealed packaging;
• orders where the buyer simply changed their mind after the order shipped;
• orders refused, undeliverable, or returned to us because of an incorrect address you provided, or repeated failed delivery attempts (see our Shipping Policy);
• items marked non-returnable or clearance on the product page.

Non-delivery & lost packages

If tracking shows your package was not delivered within a reasonable time after the estimated window, contact us and we will open an inquiry with the carrier. If the carrier confirms the package is lost, we will send a replacement or issue a full refund. If tracking shows the package was delivered but you did not receive it, we will help you file a carrier claim; resolution in that case depends on the carrier's investigation.

Cancellations

You may cancel an order for a full refund any time before it ships — email us with your order number as soon as possible. Once an order has shipped it cannot be cancelled, but the sections above still apply if anything is wrong on arrival.

How refunds are issued

Approved refunds are issued to your original payment method. Card refunds typically post within 5–10 business days after we approve them, depending on your bank. We refund the price you paid for the affected item(s); original shipping is refunded when the entire order is defective or never delivered.

Cryptocurrency orders

For orders paid in cryptocurrency, approved refunds are issued in the same cryptocurrency to a wallet address you provide, in an amount equal to the U.S.-dollar value of the refund at the time it is processed. Because exchange rates and network fees fluctuate, the amount of coin returned may differ from the amount originally sent. Network (gas) fees are deducted from the refunded amount.

Chargebacks

If you believe a charge is wrong, please contact us first — we can almost always resolve a problem faster than a bank dispute. Filing a chargeback without contacting us delays resolution for everyone. We keep order, payment-verification, and delivery records and will provide them to the card network in response to any dispute. Fraudulent chargebacks on delivered orders may result in a ban from future purchases.

How to request a refund or replacement

1. Email islandresearchpep@gmail.com with your order number.
2. Describe the problem and attach a photo if it is visible (damage, wrong item).
3. We'll confirm within 1–2 business days and tell you the next step — replacement, refund, or safe disposal.

Contact