Terms & Conditions
NUPEP Store, Terms & Conditions
Last updated: 1 November 2026
These Terms & Conditions (“Terms”) apply to your use of our website, www.nupep.co.uk (the “Website”), and to every purchase made from NUPEP Ltd (“NUPEP”, “we”, “us” or “our”). By placing an order, you confirm that you have read and agree to these Terms, our Delivery Policy and our Refund, Cancellation & Chargeback Policy.
1. About Us
Faversham House, Wirral International Business park Bromborough, Wirral Merseyside CH623NX
Email: info@nupep.co.uk.
2. Eligibility
You must be at least 18 years old to access this Website or to purchase products from us.
3. Research-Use-Only Products
All products supplied by NUPEP are intended exclusively for laboratory and in-vitro research. They are not approved for human or animal consumption, medical or therapeutic use, or in-vivo experimentation. Any such use is strictly prohibited. Products must not be resold, repackaged or supplied to others for human or animal use. We do not provide guidance on product use, dosage or protocols.
4. Website Content
Information on the Website is provided for general reference only. It must not be interpreted as medical advice, research instruction or dosage guidance. We may update or remove content, prices and product information at any time without notice.
5. Orders, Pricing & Acceptance
5.1 Prices are shown in pounds sterling (GBP) and are subject to change without notice. The price applicable to your order is the price shown at the time you place it.
5.2 An order is confirmed only when we have received full payment. Receipt of an automated email acknowledging your order does not, on its own, constitute acceptance.
5.3 We reserve the right to carry out verification checks, to request further information, and to refuse or cancel any order where we have regulatory, compliance, fraud-prevention or stock concerns, or where a pricing or product-information error has occurred. If we cancel an order after payment, you will receive a full refund of the amount paid for that order.
6. Payment
We accept the payment methods shown at checkout, which may include debit and credit cards, bank transfer and certain cryptocurrencies. Orders paid by bank transfer or cryptocurrency are processed once cleared funds equal to the full order value have been received. Any bank, network or conversion fees are your responsibility.
7. Dispatch & Delivery
7.1 Dispatch. Orders are normally dispatched on the next working day after payment is confirmed. A “working day” is Monday to Friday, excluding public holidays in England. Dispatch may take longer during busy or promotional periods, or where additional order verification is required.
7.2 Couriers and tracking. We ship with Royal Mail wherever possible, and may use other carriers where appropriate. Tracking information is emailed to you once it is made available by the courier. You are responsible for providing a valid email address and for checking your spam or junk folder.
7.3 Delivery estimates. Any delivery estimate is a guide only and is not guaranteed unless you have chosen and paid for a guaranteed delivery service. Delivery times run from the date of dispatch, not the date of order.
7.4 Delivery address. We deliver to the address provided at checkout. You are responsible for ensuring it is complete and correct. Once an order has been processed, changes may not be possible, and for security reasons we do not alter shipping details without prior authorisation. We are not responsible for non-delivery caused by an incorrect or incomplete address, and any reshipment will be at your cost.
7.5 Waiting period before contacting us. Please allow at least five (5) working days from the dispatch date before contacting us about a parcel that has not arrived or a tracking page that has not updated. Most delivery queries resolve within this period without any action from us, and we ask that you check your tracking information first. If your parcel has still not arrived once this period has passed, please email info@nupep.co.uk with your order number, the email address used at checkout and your tracking number, and we will investigate with the courier. Enquiries are answered in the order received, and contacting us before this period has passed is unlikely to speed up delivery. The only exceptions are cases where you have noticed an address error, or where a parcel arrives damaged or incorrect (see clause 7.10).
7.6 Delays. Delays can result from courier disruption, severe weather, customs checks, seasonal or promotional volumes, regional transport disruption, airspace closures, or order verification. We will work with the courier to resolve delays, but we are not responsible for delays outside our reasonable control. A late delivery does not entitle you to cancel your order or to a refund.
7.7 International orders. We ship worldwide from the United Kingdom. Any customs duties, import taxes, brokerage or local handling charges are the responsibility of the recipient and are not included in our prices. Parcels may be held, inspected or delayed by customs authorities, and we have no control over this. You are responsible for ensuring that the products may lawfully be imported into the destination country for your intended research purpose. We may decline to ship to certain destinations.
7.8 Failed, refused or uncollected deliveries. Where a parcel is refused, uncollected or returned to us because delivery could not be completed, no refund will be issued. We will contact you to arrange reshipment, which will be at your cost.
7.9 Delivery and risk. Once the courier records your parcel as delivered to the address provided, delivery is complete and risk in the goods passes to you. If tracking shows a parcel as delivered but you cannot find it, please check with neighbours, building reception and others at your address, and email us within two (2) working days of the recorded delivery date so we can open an enquiry with the courier.
7.10 Damaged or incorrect items. Please inspect your parcel on receipt. If an item arrives damaged or is not what you ordered, email us within two (2) working days of delivery with your order number and clear photographs of the outer packaging, the shipping label and the item. Please keep all packaging until we have responded. Late or unsupported claims may be declined.
7.11 Lost parcels. A parcel is treated as lost only once the courier has confirmed this following an investigation. We will open an investigation once the waiting period in clause 7.5 has passed. Once the courier confirms the parcel is lost, we will arrange a replacement or refund, typically within fifteen (15) working days. We cannot issue a replacement or refund for a parcel that is still in transit.
7.12 Cold Chain Logistics Upgrade. This optional paid add-on provides temperature-conscious packaging and enhanced handling for eligible research materials. It does not guarantee a delivery date or the condition of the goods on arrival, and does not change any other provision of these Terms.
8. Cancellations, Returns & Refunds
Orders may be cancelled before dispatch only, by contacting our support team. Once a shipment has been dispatched, it cannot be cancelled. Refunds or replacements are considered only where a manufacturing defect is confirmed, an item is damaged in delivery and reported in accordance with clause 7.10, or a shipment is officially declared lost by the courier. Returns must be authorised in advance, and returned items must be sealed, unused and in their original packaging. Full details are set out in our Refund, Cancellation & Chargeback Policy, which forms part of these Terms.
9. Chargebacks & Payment Disputes
Please contact us before raising a dispute with your bank or payment provider, so that we can resolve the matter quickly. Where a chargeback is raised without prior contact, we may challenge it using transaction records, delivery confirmation and records of your acceptance of our policies. Repeated misuse of refund or chargeback processes may result in account suspension and restriction from future purchases.
10. Customer Responsibility
By placing an order, you confirm that you are a qualified professional, or are purchasing on behalf of a research entity, that you will use the products only for lawful laboratory research, and that you understand and will observe appropriate handling, storage and safety requirements. You are responsible for compliance with all laws and regulations that apply to your purchase, import, storage and use of the products.
11. Liability
Products and Website services are provided “as is”. To the fullest extent permitted by law, our total liability to you in connection with any order is limited to the purchase price of the products concerned, and we are not liable for indirect or consequential loss, including loss of profit, data or research results. Nothing in these Terms excludes or limits liability that cannot lawfully be excluded or limited, including liability for fraud, or for death or personal injury caused by negligence.
12. Events Beyond Our Control
We are not liable for any failure or delay in performing our obligations where it results from events beyond our reasonable control, including courier or postal disruption, strikes, severe weather, airspace closures, customs or regulatory action, power or network failures, and acts of government.
13. Changes to These Terms
We may update these Terms from time to time. The version published on the Website when you place your order is the version that applies to that order.
14. Governing Law
These Terms, and any dispute arising from them, are governed by the laws of England and Wales, and the courts of England and Wales have jurisdiction.
15. Contact
Faversham House, Wirral International Business park Bromborough, Wirral Merseyside CH623NX
Email: info@nupep.co.uk.