Returns & cancellations
Review the policy before placing an order.
Last updated: October 16, 2026
Returns & Refunds Policy
Our approach
Monroe aims to resolve damaged, incorrect, missing, or materially nonconforming orders fairly and promptly. The protections below supplement, and never replace, any mandatory rights under applicable consumer, sale-of-goods, or product-safety law.
Report an order issue
If your parcel appears damaged, contains an incorrect item, or is missing an item, contact info@monroepeps.com as soon as reasonably possible, ideally within seven days after delivery. Include the order number, item and lot details, a description of the problem, and photographs if safely obtainable. The suggested seven-day reporting window helps investigation; it does not extinguish statutory rights.
Defective or incorrect merchandise
Where an item is defective, not as described, or supplied in error, Monroe will assess the evidence and provide the repair, replacement, refund, or other remedy required by applicable law. Do not send potentially hazardous, leaking, contaminated, or temperature-sensitive material back without written return instructions. Monroe may resolve a verified claim without requesting a physical return.
Change-of-mind returns
For jurisdictions and purchases without a mandatory withdrawal right, Monroe generally does not accept change-of-mind returns of RUO chemical materials once dispatched because chain of custody and storage conditions cannot be verified after delivery. Unopened, unused, nonhazardous accessories or eligible finished consumer products may be returned within 14 days of delivery if approved in advance, unless their product listing states a more generous policy. Return shipping for voluntary returns is normally the purchaser’s responsibility. Applicable mandatory consumer cancellation rights and lawful exceptions always take precedence.
UK and EU distance-selling rights
Where Monroe lawfully sells to a consumer in the UK or EU and mandatory distance-selling rules apply, the customer generally has a 14-day withdrawal right following delivery, subject only to legally available exceptions. A blanket “no refunds,” RUO, hygiene, or temperature-sensitivity statement is not automatically sufficient to exclude that right. Monroe will provide any required pre-contract cancellation information and model form, respect applicable refund deadlines, and identify return-cost responsibilities before checkout.
Cancellations and shipping delays
Contact us promptly to request cancellation before dispatch. Where fulfillment is delayed or unavailable, Monroe will offer the cancellation, delay-consent option, refund, or other remedy required by the applicable law. Any refund for an unfulfilled order will include shipping or other charges when legally required.
Refund processing
Approved refunds will normally go back to the original payment method unless law or an agreed alternative requires otherwise. Timing depends on the applicable legal deadline, our payment processor, and the customer’s financial institution. We do not charge a restocking fee where prohibited by law.