Refunds & Returns
Because NeoPep supplies finished pharmaceutical-grade and wellness products to businesses, returns are handled carefully to protect product integrity and safety. This policy applies to B2B orders; specific terms are set out in your supply agreement.
1. Quality issues & damaged goods
If a shipment arrives damaged, defective, or not in accordance with the agreed specification, notify us in writing within [X] days of receipt with your order reference and supporting evidence (for example, photographs and batch details). We will investigate and, where a claim is validated, arrange a replacement or credit.
2. Non-returnable items
For safety and regulatory reasons, opened, used or unsealed products, and products not stored per the provided handling guidance, are generally not eligible for return. Custom and private-label production is non-returnable except in the case of a validated quality defect.
3. How claims are handled
- Submit claims in writing to sales@neopeplife.com within the notification window.
- Do not return goods without prior written authorization from NeoPep.
- Approved returns must follow the return instructions and storage requirements provided.
4. Replacements & credits
Where a claim is approved, we will, at our discretion and in line with your supply agreement, provide a replacement, credit note or refund for the affected portion of the order.
5. Refund method & timing
Approved refunds are issued to the original payment method or as a credit, typically within [X] business days of approval.
6. Cancellations
Order cancellation terms, including for orders already in production, are governed by your quote or supply agreement.
7. Contact
For returns or refund questions, email sales@neopeplife.com.