Last Updated: August 26, 2026
All sales made through Pepreva.ca are final.
Due to the nature of our research products and our quality-control and contamination-prevention standards,
Pepreva does not accept returns or exchanges under any circumstances.
Order Cancellations
Orders may only be cancelled if they have not yet been processed or shipped.
If you need to cancel an order, please contact us as soon as possible. Once an order has entered fulfilment or has been shipped, it cannot be cancelled.
No Returns or Exchanges
Pepreva does not accept product returns or exchanges.
This includes:
Unopened products
Opened products
Change-of-mind purchases
Incorrect products or concentrations ordered by the customer
Refused deliveries
Unclaimed shipments
Products no longer required for a research project
Products returned to Pepreva without prior authorization will not be accepted for refund or exchange.
Damaged or Incorrect Orders
If your order arrives damaged, defective, missing an item, or contains an incorrect product, please contact Pepreva promptly after delivery.
We may request photographs of:
The product
Product packaging
Shipping packaging
Shipping label
Any visible damage
Once the issue has been reviewed and confirmed, Pepreva may provide a replacement, store credit, or refund, depending on the circumstances.
These remedies do not constitute acceptance of a product return.
Opened, Used or Reconstituted Products
Pepreva cannot provide refunds, credits, or replacements for products that have been:
Opened
Used
Reconstituted
Mixed or transferred
Improperly stored
Tampered with
Altered after delivery
Pepreva cannot verify product integrity once a research material has been opened, reconstituted, transferred, or combined with another substance.
Research Results
Pepreva does not guarantee any particular experimental, analytical, or research outcome.
Refunds, credits, or replacements will not be provided based solely on:
Research results
Experimental outcomes
Reconstitution results
Researcher expectations
Use outside the product's stated research purpose
All products are supplied strictly for laboratory and in-vitro research purposes only and are not intended for human or veterinary use.
Lost Shipments
A shipment is not considered lost while the carrier continues to show it as in transit.
If tracking stops updating or a shipment appears to be lost, please contact Pepreva. We may initiate an investigation with the applicable shipping carrier.
If the carrier confirms that the shipment has been lost, Pepreva may provide a replacement or refund.
Carrier investigation timelines are outside Pepreva's control.
Shipping Address Responsibility
Customers are responsible for providing a complete and accurate shipping address at checkout.
Pepreva is not responsible for delivery issues resulting from:
Incorrect or incomplete addresses
Failure to collect a shipment
Refusal of delivery
Customer-requested carrier redirects
Delivery instructions provided directly to the carrier
If you notice an address error, please contact us immediately. We will make reasonable efforts to correct it before shipment, but changes cannot be guaranteed once an order has entered fulfilment.
Refund Processing
Where Pepreva approves a refund for a qualifying order issue, the refund will generally be processed within 3–5 business days.
Additional processing time may be required by your bank, payment provider, or financial institution.
Refunds will normally be issued to the original payment method whenever possible.
Payment Disputes and Chargebacks
If there is a problem with your order, please contact Pepreva first so we can investigate and attempt to resolve the issue.
In the event of a payment dispute or chargeback, Pepreva may provide relevant transaction documentation to the applicable payment processor or financial institution, including:
Order records
Payment confirmation
Shipping and tracking information
Delivery confirmation
Customer communications
Checkout acknowledgements
Applicable store policies
Fraudulent or abusive disputes may result in restrictions on future purchases.
Fraud and Policy Abuse
Pepreva reserves the right to decline or restrict future purchases where there is evidence of fraud, refund abuse, repeated unjustified chargebacks, or deliberate misuse of store policies.
Consumer Rights
Nothing in this policy is intended to remove or restrict any legal rights or remedies that cannot lawfully be excluded under applicable Canadian law.
Contact
For order-related concerns, please contact us through Pepreva.ca and include your order number and details of the issue.