Return and cancellation policy

All orders placed with Peplife are subject to Dutch and European consumer law. Because of the nature of our Research Use Only (RUO) products — sealed research material intended for laboratory use — the conditions below apply. For any return, cancellation or complaint, please contact us first via our contact form or via WhatsApp.

Sealed products

Our products are delivered sealed. Once the seal has been broken, a product cannot be returned for reasons of health protection and hygiene. This is a statutory exception to the right of withdrawal (Article 6:230p(f) of the Dutch Civil Code, based on Article 16 of Directive 2011/83/EU) and protects the integrity and safety of the research material: once opened, material can no longer offer the quality guarantee Peplife stands for.

For unopened, sealed stock products, the statutory 14-day right of withdrawal after receipt applies. To this end, the product must be returned unopened, sealed and in its original packaging; the cost of return shipping is borne by the buyer. In that case, please contact us via our contact form.

Specially ordered items

Part of our range is not kept in stock by default. These variants and formats — indicated on the product page as “On order — delivery time 10–15 working days” — we order in specially for you from our supplier. Because this is an order placed specifically for you, the following applies:

Cancellation is free of charge as long as we have not yet placed the order with our supplier — please let us know as soon as possible via our contact form.
If the order has already been placed with our supplier, we can no longer cancel it free of charge. Your statutory 14-day right of withdrawal from receipt remains fully applicable: you may return the unopened, sealed product within that period.

At checkout you confirm that you are aware of the longer delivery time. That confirmation does not limit your statutory rights. This is how we keep our full range — including the less common research formats — available and sharply priced.

Damaged or incorrect delivery

Has your order arrived damaged, or did you receive the wrong product through our error? Then we will resolve it for you. Report this within 48 hours of receipt via our contact form or via WhatsApp, with:

a photo of the product and the packaging;
your order number.

We will resolve this free of charge. This notification is separate from the right of withdrawal and the exceptions above. The 48-hour period is a service window for transport damage and does not limit your statutory guarantee: under Article 7:17 of the Dutch Civil Code and Directive (EU) 2019/771 you are entitled to a product that conforms to the contract for up to two years after delivery.

Right of withdrawal: period, refund and model form

Would you like to exercise your statutory right of withdrawal? Then the following applies.

You have 14 days from receipt of the product to withdraw without giving a reason. Notify us within that period via our contact form, or use the model form below.
After your notification you have a further 14 days to return the product. The direct cost of returning the goods is at your expense.
We will refund within 14 days of receiving your notification, using the same means of payment you used and at no cost to you. We may withhold the refund until we have received the product back, or until you have demonstrated that you have sent it.
The right of withdrawal does not apply to sealed products whose seal has been broken after delivery (Article 6:230p(f) of the Dutch Civil Code, based on Article 16 of Directive 2011/83/EU).

Model withdrawal form
You may use the form below, but it is not mandatory: a clear notification via our contact form is sufficient.

To: Peplife — via the contact form on peplife.eu
I/We (*) hereby give notice that I/we (*) withdraw from our contract of sale of the following products (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Date:
(*) Delete as appropriate.

Processing time

We aim to handle complaints within 3 working days. Do you have questions about your order? Feel free to get in touch; we are happy to help you further.

Return policy