Returns & Refunds

1. Cancelling an Order Request

Before payment, you may cancel an order request by contacting Pepvela with your order number. No payment is due for a cancelled request.

After payment and before shipment, contact Pepvela as soon as possible. Cancellation requests at this stage are reviewed individually.

2. Final Sale

To preserve product integrity, research products are final sale and cannot be returned once an order has shipped.

This does not affect the review of damaged or incorrect shipments, the refund or replacement remedies described in this policy, or any rights that cannot be waived under applicable law.

3. Damaged or Incorrect Shipments

If your order arrives damaged, or you receive the wrong item, contact hello@pepvela.com within 7 days of delivery with your order number and photos of the issue.

Verified damaged-in-transit or incorrect-item claims are eligible for a replacement or refund, at Pepvela’s discretion.

4. Lost or Missing Packages

For a package that is lost in transit, or marked delivered but not received, contact Pepvela. Pepvela will help investigate with the carrier; resolution is handled case by case.

5. Reporting an Order Issue

Include your order number, a short description and photos where relevant. Do not include medical records, diagnoses, payment-card information or other sensitive information.

6. Claims Not Eligible

Refunds or replacements are not offered for:

• a change of mind;
• ordering the wrong product;
• improper storage or handling after delivery; or
• claims reported after the 7-day window.

7. How Refunds Are Issued

Approved refunds are issued through the original payment method where possible. Processing time depends on the payment method.

8. Questions

Order issues: hello@pepvela.com. Please include your order number.