Refund policy

This Refund Policy explains how Pepwise handles returns, refunds, replacements, cancellations, and order issues.

Nothing in this policy is intended to exclude, restrict, or modify any consumer guarantee, right, remedy, or liability that cannot lawfully be excluded.

Pepwise products are supplied strictly for laboratory and educational research purposes only. They are not supplied for human or animal consumption, administration, therapeutic use, or personal use.

Because products may be sealed, sensitive to handling, batch-specific, or unsuitable for resale after dispatch, change-of-mind returns may not be accepted.

We do not generally offer refunds or returns for change of mind, mistaken selection, incorrect assumptions about intended use, or failure to review product information before ordering.

If you contact us before fulfilment begins, we may be able to cancel or amend an order. We cannot guarantee changes once an order has entered packing, dispatch, or carrier handoff.

If your order arrives damaged, incorrect, incomplete, or otherwise not as expected, contact us as soon as possible with your order number and supporting details.

We may request photographs of the parcel, product, label, packing materials, and any visible damage so we can assess the issue and determine the appropriate next step.

Depending on the circumstances and any applicable legal rights, an eligible issue may be resolved by replacement, refund, store credit, missing-item dispatch, or another reasonable remedy.

Assessment may consider whether the product was defective, wrongly supplied, damaged in transit, affected by incorrect storage after delivery, opened, tampered with, or used outside the research-use limitation.

Do not return any product without contacting Pepwise first and receiving return instructions.

Unauthorised returns may be refused, delayed, or unable to be linked to your order. If a return is approved, we will provide the relevant delivery instructions and any conditions that apply.

Returned products must be unused, unopened, complete, and in the condition specified in our return instructions unless the issue being assessed makes that impossible.

Products that have been opened, used, mishandled, relabelled, stored incorrectly, damaged after delivery, or otherwise compromised may not be eligible for return or resale.

Where a return or replacement is required because of a confirmed Pepwise fulfilment error or another issue for which Pepwise is responsible, we will advise how return or replacement shipping will be handled.

Where a return is approved for another reason, shipping costs may be non-refundable and return shipping may be your responsibility, subject to applicable law.

Approved refunds are generally processed to the original payment method. Processing times may vary depending on your bank, card issuer, payment provider, or checkout service.

Original shipping fees, payment processing costs, duties, taxes, or carrier charges may not be refundable unless required by law or confirmed by Pepwise in writing.

For refund or order issue questions, contact Pepwise at hello@pepwise.com.au.

Please include your order number, contact details, a description of the issue, and clear photos where relevant.