Qualifying marketplace orders
MyPeps Payment Protection applies to qualifying wholesale orders placed and paid through the MyPeps.co invoicing and checkout infrastructure. Keep payment and order communications on-platform so the order, amount and supplier can be identified.
The platform records payments and account adjustments in its order and wallet ledgers. This accounting record is not a representation of regulated escrow, segregated trust custody or an on-chain smart-contract guarantee. Direct payments to a seller outside MyPeps are not covered.
Non-delivery & damaged cargo
For a verified qualifying claim, the buyer is entitled to a full refund of the affected order or a merchant replacement agreed with the buyer. A replacement cannot be imposed instead of an approved refund.
- Non-delivery: the shipment fails to arrive, or carrier/customs records establish that it was lost, destroyed or seized in transit. A temporary customs hold is not by itself proof of permanent non-delivery.
- Damaged cargo: transit damage compromises the ordered goods, including cracked cartridges, broken vial seals or structurally damaged product packaging. Superficial outer-box marks without damage to the contents do not alone establish a claim.
14-day damage claim window
Report transit damage within 14 calendar days after delivery. Keep packaging, affected items and relevant photos or video. Do not use, alter or discard disputed material unless necessary for safety; document any safe disposal.
Report non-delivery promptly after the quoted delivery window has passed or immediately after an official loss, destruction or seizure notice. The post-delivery damage window does not require an undelivered shipment to have a delivery date. Mandatory legal rights are not reduced by these reporting periods.
Submit an order-linked claim
Open the relevant order in your dashboard and start a dispute. Include the order number, affected items, tracking reference, timeline and requested remedy. Provide clear photos or video of the damage, seals and packaging through the available support channel; support can arrange evidence submission if your dashboard does not offer an upload control.
Submission initiates a claim record, not an automatic refund decision. MyPeps may request merchant, carrier or customs records and additional evidence. Support will communicate the assessment and approved remedy through the order-linked thread.
- Inspect delivery before confirming receipt.
- Record damage and preserve labels and packing materials.
- Submit the claim and respond to evidence requests.
- Retain the written outcome and refund reference.
Refund method & scope
An approved full-order refund covers the amount paid for the affected qualifying order, including its charged delivery service. Partial-order claims cover affected items and attributable shipping as assessed. External carrier, exchange or blockchain fees are not amounts paid to MyPeps.
Approved refunds are credited to the account or processed using the method agreed through support. Promotional credit is restored as promotional credit where applicable and does not become withdrawable cash. Blockchain transfers are irreversible; a refund is a separate transaction or ledger adjustment. Processing time depends on review, security checks and the selected payment method.
Research-material chain of custody
Standard change-of-mind returns after delivery are not accepted for research materials and pre-sterilized laboratory components, to preserve chemical and biological chain-of-custody integrity. This does not remove remedies for damaged, incorrect, non-delivered or otherwise non-conforming goods.
Do not ship material back without written authorization and compliant return instructions. Mandatory rights under applicable law prevail over conflicting marketplace terms.
Eligibility & responsible handling
Claims must be accurate and relate to a lawful qualifying purchase. Duplicate compensation, fabricated evidence, deliberate damage and off-platform arrangements are not eligible. Incorrect addresses or refusal to meet disclosed lawful import requirements are assessed against the order facts and applicable obligations.
MyPeps remains responsible for its own services. Supplier terms cannot retrospectively remove the agreed protection for a paid qualifying order.