We want you to be satisfied with your order. This page briefly explains when and how you can return an item, how a refund works, and what you can do in the event of a defective or incomplete delivery.
1. Right of withdrawal (14 days)
As a consumer, you have a 14-day right of withdrawal from receipt of the goods. You can find details, deadlines, and the model withdrawal form on our right of withdrawal page.
2. Exclusion for sealed research compounds
All research compounds are delivered sealed (vial with intact aluminum crimp cap, pen in unopened blister). Once the seal has been opened, a return is excluded for reasons of health protection and hygiene (§ 312g para. 2 no. 3 BGB / Art. 16(e) Consumer Rights Directive). Only goods with an intact seal can be returned within the withdrawal period.
3. Return process
- Contact us by email at support@sunpept.com with your order number and the items you would like to return.
- We will confirm the return and provide you with the current return address (usually our warehouse in Prague).
- Pack the goods securely and sealed. Enclose your order number.
- Send the parcel insured (with tracking) to the address provided. The return shipping costs are borne by you as the customer.
- After receipt and inspection, you will receive a refund of the purchase price (including the cheapest standard delivery costs) to your original payment method within 14 days.
4. Defective, damaged, or incomplete delivery
If your order arrives damaged or incomplete, please write to us within 7 days of receipt at support@sunpept.com and attach a photo of the damage. We will arrange a replacement delivery or refund free of charge.
5. Refunds & refund method
As we only offer prepayment by bank transfer, refunds are made by bank transfer – usually to the account your payment came from, or to an account you specify. Depending on your bank, the credit may take 3–10 business days. We will notify you by email as soon as the refund has been issued.
6. Contact for returns
Mokapoko s.r.o. – SunPept Customer Service
Email: support@sunpept.com
Phone: +420 777 173 380 (Mon–Fri 09:00–17:00 CET)
Please do not send returns without prior arrangement – without RMA confirmation, we cannot reliably match shipments.
Note: This page supplements the legal Right of withdrawal with the practical handling. In the event of any contradiction, the withdrawal policy prevails.