Effective Date: September 2, 2026
Last Updated: September 2, 2026
Thank you for shopping with Pepéra Labs Inc. (“Pepéra Labs,” “we,” “us,” or “our”).
Due to the nature of the products we sell and the importance of maintaining product integrity, proper storage conditions, chain of custody, and contamination control, our products are generally final sale once shipped, except in the circumstances described below.
Please review this Refund & Returns Policy carefully before placing an order.
1. General Return Policy
For health, safety, quality-control, and product-integrity reasons, Pepéra Labs generally does not accept physical returns of products after they have been shipped.
Once a product leaves our possession, we are unable to verify how it was handled, transported, stored, opened, or otherwise maintained. As a result, returned products cannot be placed back into inventory or resold.
We do not provide refunds or exchanges for:
- Change of mind;
- Products ordered by mistake;
- Incorrect quantities ordered by the customer;
- Customer dissatisfaction unrelated to a product defect or fulfillment error;
- Products that have been opened, unsealed, used, altered, damaged, or improperly stored after delivery;
- Failure to follow applicable product-handling or storage instructions;
- Orders delivered to an address incorrectly provided by the customer;
- Packages that are refused or left unclaimed by the customer; or
- Products that a customer no longer wants after the order has been shipped.
This policy does not limit any rights or remedies that cannot legally be excluded under applicable consumer protection legislation.
2. Damaged, Defective, or Incorrect Products
We want every Pepéra Labs order to arrive correctly and in satisfactory condition.
If your order arrives:
- Damaged;
- With a visibly compromised vial, container, seal, or packaging;
- With the incorrect product;
- With the incorrect quantity; or
- Missing an item listed on your order,
please contact us within 7 calendar days of delivery.
Your request should include:
- Your full name;
- Your order number;
- A description of the issue;
- Clear photographs of the product;
- Photographs of the packaging and shipping container where applicable; and
- Any other information reasonably requested to investigate the issue.
Please retain the product and all original packaging until we have reviewed your claim.
Do not dispose of a damaged or incorrect product unless instructed to do so by Pepéra Labs.
3. Resolution of Approved Claims
After reviewing an eligible claim, Pepéra Labs may, as appropriate:
- Replace the affected product;
- Reship a missing or incorrect item;
- Issue store credit; or
- Issue a refund for the affected product.
The appropriate resolution will depend on the circumstances of the claim and product availability.
If the issue resulted from an error by Pepéra Labs, we will not charge additional shipping costs for an approved replacement.
4. Order Cancellations
Orders may be cancelled for a full refund only if the cancellation request is received before the order has entered processing, packing, or fulfillment.
Because we work to process orders promptly, we cannot guarantee that a cancellation request can be accommodated after an order has been submitted.
Once an order has been packed, fulfilled, transferred to a carrier, or shipped, it can no longer be cancelled.
To request an order cancellation, contact us as soon as possible at:
[CUSTOMER SERVICE EMAIL]
Please include your order number and the words “Order Cancellation Request” in your message.
5. Changes to an Order
If you need to correct your:
- Shipping address;
- Product selection;
- Quantity; or
- Other order information,
please contact us immediately.
We will make reasonable efforts to accommodate the change if the order has not yet entered fulfillment.
We cannot guarantee changes once processing has begun, and orders that have already shipped cannot be redirected, modified, or recalled by Pepéra Labs.
Customers are responsible for ensuring that all shipping and order information is accurate before completing checkout.
6. Shipping Damage
If your shipment appears to have been damaged during transportation, please photograph the package before discarding any shipping materials.
Photographs should clearly show:
- The external shipping package;
- The shipping label;
- Any visible damage to the package;
- The internal packaging; and
- The affected product.
This information may be necessary for Pepéra Labs to submit a claim to the shipping carrier.
7. Lost or Missing Shipments
If tracking information indicates that your package is delayed, lost, or has not been delivered, please contact us so that we can investigate the shipment with the applicable carrier.
A shipment is not automatically considered lost simply because it has been delayed.
Where a shipping carrier confirms that a shipment has been lost in transit, Pepéra Labs may provide a replacement or refund, depending on product availability and the circumstances.
Packages Marked “Delivered”
If carrier tracking shows that an order was successfully delivered, customers should first:
- Check the delivery location;
- Check with other household members;
- Check community mailboxes or parcel lockers;
- Check with building management or concierge staff where applicable; and
- Contact the shipping carrier.
Pepéra Labs is not responsible for theft, loss, or disappearance of a package after confirmed delivery to the shipping address provided by the customer, except where otherwise required by law.
8. Incorrect Shipping Addresses
Customers are responsible for providing a complete and accurate shipping address at checkout.
Pepéra Labs is not responsible for orders:
- Delivered to an incorrectly entered address;
- Returned because of an incomplete or incorrect address;
- Returned because the recipient failed to collect the shipment; or
- Lost because incorrect shipping information was supplied.
If an order is returned to us by the carrier, additional shipping charges may apply before the order can be resent.
Any refund approved for a returned shipment may exclude shipping charges and other costs incurred in processing or recovering the shipment, to the extent permitted by applicable law.
9. Storage and Handling After Delivery
Customers are responsible for appropriately receiving, handling, and storing products after delivery.
Pepéra Labs cannot provide refunds, credits, or replacements for product deterioration, damage, or loss resulting from:
- Improper storage;
- Excessive heat or cold after delivery;
- Leaving a shipment unattended for an extended period;
- Improper handling;
- Opening or tampering with product packaging;
- Contamination after delivery; or
- Failure to follow storage or handling information provided with the product.
Customers should arrange for packages to be received promptly following delivery whenever possible.
10. Refund Processing
If a monetary refund is approved, it will normally be issued to the original payment method used for the purchase.
Once processed by Pepéra Labs, the time required for a refund to appear on your account will depend on your bank, credit card issuer, or payment provider.
Pepéra Labs has no control over processing times imposed by financial institutions after a refund has been submitted.
Original shipping charges are generally non-refundable unless the refund results from an error by Pepéra Labs or otherwise required by law.
11. Promotional Items and Discounted Products
Refunds or credits for eligible products purchased using a promotional code, discount, bundle, or special offer will be based on the actual amount paid for the affected product, rather than its regular retail price.
Free promotional items have no cash refund value.
If an order-level promotion depended on purchasing a specified quantity or dollar amount, a refund may be adjusted to reflect the remaining order’s eligibility for that promotion where permitted by law.
12. Chargebacks and Payment Disputes
If you believe there is a problem with your order or payment, we encourage you to contact Pepéra Labs directly before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.
Nothing in this section limits any rights you may have through your payment provider or under applicable law.
Fraudulent chargebacks or payment disputes may be challenged using order records, tracking information, delivery confirmations, customer communications, and other relevant documentation.
13. Refused Returns
Please do not mail or courier products back to Pepéra Labs without receiving authorization from us first.
Due to product-integrity and contamination-control requirements, unauthorized returns may be refused, destroyed, or otherwise disposed of and may not qualify for a refund.
Authorization to send an item back does not itself guarantee that a refund or replacement will be approved.
14. Consumer Rights
This Refund & Returns Policy is intended to operate in accordance with applicable Canadian and Ontario consumer protection laws.
Nothing in this policy is intended to waive, restrict, or exclude any statutory right or remedy that cannot legally be waived, restricted, or excluded.
Where applicable consumer protection legislation provides a customer with a mandatory cancellation, refund, or other right, that legislation will take precedence over any conflicting provision of this policy.
15. Contact Us
For questions regarding a refund, damaged shipment, incorrect order, or cancellation request, please contact:
Pepéra Labs Inc.
3233 Edenwood Cres.
Burlington, ON L7M 3K4
Canada
Email: service@peperalabs.ca
When contacting us regarding an existing order, please include your order number so that we can assist you as efficiently as possible.
