Our return policy.
Clear information about returns, damaged shipments, order issues and how to contact our team when you need assistance.
Our approach to returns.
At METAPEPS, we aim to provide accurate product information and a straightforward ordering experience.
This Return Policy explains how requests relating to returns, damaged shipments, incorrect orders and other order issues are handled.
Please review this policy before placing an order. By purchasing from METAPEPS, you agree to the applicable terms and conditions of your order.
Please contact us before sending anything back.
Do not send products to an address without first receiving instructions from METAPEPS. Return authorization and return instructions may be required before a return can be processed.
When should you contact us?
If something isn't right with your order, contact METAPEPS as soon as possible so our team can review the situation.
Damaged shipment
If your package arrives visibly damaged, contact us promptly with your order information and relevant photographs where possible.
Incorrect order
If you receive an item that does not correspond with your order, contact our support team so the order can be reviewed.
Order issue
If you believe there is another issue with your order, provide the relevant details and our team will assess the request.
How a return request works.
Get in touch
Contact METAPEPS support and provide your order number together with a clear description of the issue.
We'll review the request
Our team will review the information provided and determine the appropriate next step under the applicable policy.
Receive return instructions
If a return is approved, you will receive instructions regarding the next steps.
Resolution
Once the request has been assessed and any required return process completed, the appropriate resolution will be communicated.
Some products may have restrictions.
Due to the nature of research materials, certain products may be subject to specific return, exchange or refund restrictions.
Where special conditions apply, they may be communicated on the relevant product page, during checkout or through our support team.
Refund information.
Where a refund is approved, the applicable refund process will depend on the circumstances of the order and the resolution agreed by METAPEPS.
Refund approval
Refunds are processed only after the relevant request has been reviewed and approved.
Original payment method
Where applicable, approved refunds are generally processed using the original payment method.
Processing time
The time required for a refund to appear may also depend on the payment provider or financial institution involved.
Please make sure your order details are correct.
Customers are responsible for reviewing product information, order details, delivery information and applicable restrictions before completing a purchase.
Please contact METAPEPS if you are unsure about any aspect of an order before placing it.
Have an issue with your order?
Contact the METAPEPS support team with your order number and we'll help you understand the next steps.
METAPEPS products are intended solely for legitimate research and laboratory purposes. Products are not intended for human or veterinary use, diagnosis, treatment, cure or prevention of any disease or condition.
