We want to resolve any problem with your order directly and quickly. This policy explains how to reach us before you dispute a charge, and what happens if a chargeback is filed.
Contact us first
If there is a problem with a charge or an order — a charge you do not recognise, a missing package, a damaged or incorrect item — please contact us before you contact your bank or card issuer. Email Javik@peplairresearch.shop, text 351-212-5293 (text only), or message us on Telegram or Discord (@Javik45012). Please include your order number.
Unrecognised charges
Charges from us appear on your statement under the merchant name used by our payment processor. If you do not recognise a charge, contact us with the date and amount and we will help you identify it.
How we respond to chargebacks
If a chargeback is filed without first contacting us, or after an order was delivered as described, we will dispute it with your card issuer. To do so we submit the evidence on record, which may include:
- the order details and the IP address used to place the order;
- the research-use-only acknowledgment, Terms and Conditions and policy acceptances recorded at checkout;
- carrier tracking and proof of delivery;
- all communication between you and us.
Account status
While a chargeback is open, we may suspend the account linked to the order and decline new orders. Accounts with chargebacks found to be unjustified may be closed permanently.
Fraudulent chargebacks
Filing a chargeback for an order that was received as described is a misuse of the dispute process. We reserve the right to recover the amount owed, plus any fees we incur, by lawful means.
Related policies
See also our Terms and Conditions, Refund Policy and Shipping Policy.