Exchange & returns policy

We make sure your order arrives exactly as you ordered it. This policy explains when you are entitled to an exchange or refund and how it works, in line with the UAE Consumer Protection Law.

When you can request an exchange or refund

You may request an exchange or a refund in the following cases:

• You received a different product from the one you ordered (name, strength, or quantity).
• The product arrived damaged, broken, or with an open seal.
• The product is defective or does not match its published specifications or its Certificate of Analysis.
• Items are missing from your order.

Tell us within 48 hours of receipt, with your order number and clear photos of the product and packaging, and keep the product and its packaging as received until we finish reviewing your request. Reporting late does not remove your rights in cases protected by law, but reporting quickly helps us resolve the matter faster.

Intact products that match the order

Because the products are research materials sensitive to storage conditions and temperature, and their storage cannot be verified once they leave our custody, we do not accept returns of intact products that match the order simply because you changed your mind. This does not affect your right to an exchange or refund in the cases listed above.

Cancelling an order

• You can cancel your order free of charge at any time before it is shipped, by contacting us or when we call you to confirm it.
• After shipping, you can refuse the order on delivery and pay nothing, because payment is on delivery.

How to make a request

• Contact us on WhatsApp or by email (Email: support@pephub.pro · Phone and WhatsApp: +971 55 519 1383) with your order number, the reason for your request, and the photos.
• We review your request and reply. If it is accepted, we arrange to collect the product or deliver a replacement.
• Where the error is ours, we cover the full cost of collection and delivery.

Refunds

When a return is accepted, we refund the amount paid for the product concerned, plus delivery fees if the error was ours, within 14 days of accepting the request. As payment is made in cash on delivery, refunds are made by bank transfer to an account in your name or by another method we agree with you.

Your legal rights

This policy does not limit any right you have under Federal Law No. 15 of 2020 on Consumer Protection and its Executive Regulations, or Federal Decree-Law No. 14 of 2023 on Trade through Modern Technological Means. If any clause conflicts with the law, the law prevails.