Refund Policy

1. Overview

At Bayoupep USA LLC (“we,” “us,” or “our”), we stand behind the quality of every compound we supply. Because our products are intended strictly for Research Use Only (RUO) and are sensitive analytical materials, refunds and returns are limited to the specific circumstances described in this policy. By placing an order, you agree to the terms below.

2. Research Use Only Acknowledgment

All products sold by Bayoupep USA are for laboratory and research use only. By purchasing, you confirm that you are a qualified researcher or laboratory professional. For safety and product-integrity reasons, opened or used vials cannot be returned, exchanged, or refunded.

3. Eligibility for Returns

We accept returns and issue refunds or replacements only in the following cases:

• Damaged in Transit: The product arrived broken, leaking, or compromised
• Defective Product: A verified manufacturing or quality defect
• Incorrect Item: You received a product different from what you ordered

All claims must be reported within 48 hours of delivery. Eligible items must be unopened, unused, and in their original packaging.

4. Non-Returnable Items

The following are not eligible for return or refund:

• Opened, used, or partially used vials
• Custom, made-to-order, or special-order compounds
• Clearance or final-sale items
• Products improperly stored or handled after delivery

5. How to Request a Refund

To start a refund or replacement request, please contact our support team with the following:

• Your order number
• The product name and batch/lot number
• A clear description of the issue
• Photographs of any damage or defect

Send your request to support@bayoupepusa.com. Our team will review and respond promptly.

6. Refund Processing and Timeframes

Once your return is received and approved, we will process your refund to the original payment method within 5–10 business days. Please note that the time it takes for the refund to appear in your account may vary depending on your bank or payment provider.

7. Damaged or Defective Products

If your order arrives damaged or defective, you may choose a full replacement or a complete refund, including any original shipping charges. Photographic evidence submitted within 48 hours of delivery is required to process the claim.

8. Order Cancellations

You may cancel an order at no charge any time before it has shipped. Once an order has been dispatched, it can no longer be canceled; in that case, please follow the return process outlined above where eligible.

9. Incorrect or Missing Items

If you receive an incorrect item, or your order is missing a product, contact us within 48 hours of delivery. We will correct the error and ship the right product at no additional cost to you.

10. Non-Delivery Claims

If tracking indicates your package was delivered but you did not receive it, please notify us within 7 days. We will open an investigation with the carrier to help resolve the issue.

11. Contact Us

If you have questions about this Refund Policy or need to start a request, please contact us: