REFUND POLICY
REFUND & RETURNS POLICY
Overview
At PEPCEUTICALS, we take pride in the quality of our products and the experience we provide to our customers.
This Refund & Returns Policy outlines the conditions under which refunds, returns, and replacements may be issued.
By placing an order on our website, you agree to this policy.
General Policy
Due to the nature of our products and for health, safety, and quality control reasons, we do not accept returns on opened or used items.
All sales are considered final once the product has been delivered in good condition, unless otherwise stated in this policy.
Eligibility for Refunds or Replacements
We may offer a refund, replacement, or store credit in the following situations:
- You received a damaged product
- You received the wrong item
- Your order is missing items
- The product was defective upon arrival
- The package was lost in transit (confirmed by courier)
All claims must be supported with clear evidence (such as photos or courier tracking information).
Timeframe for Claims
All refund or replacement requests must be made within 48 hours to 7 days of receiving your order.
Requests made outside this timeframe may not be eligible for review.
Non-Refundable Situations
We do not offer refunds or replacements in the following cases:
- Change of mind after purchase
- Incorrect address provided by the customer
- Failure to collect or accept delivery
- Improper use or handling of products
- Normal delays caused by shipping carriers
- Products that have been opened, used, or tampered with
Damaged or Incorrect Items
If your order arrives damaged or incorrect, please contact us immediately at:
Include:
- Your order number
- Photos of the product and packaging
- A brief description of the issue
Once verified, we will arrange a replacement or appropriate resolution.
Lost or Delayed Orders
If your order has not arrived within the expected delivery timeframe, please contact us so we can investigate with the courier.
If an order is confirmed as lost in transit, we will offer a replacement or store credit where applicable.
Refund Process
If a refund is approved:
- Refunds will be processed to your original payment method
- Processing time may take 5–10 business days, depending on your bank or payment provider
You will receive a confirmation once the refund has been issued.
Store Credit (Alternative Resolution)
In some cases, we may offer store credit instead of a refund.
Store credit can be used for future purchases on our website and does not expire unless stated otherwise.
Shipping Costs
Shipping fees are non-refundable unless the return or refund is due to an error on our part (e.g. wrong item sent or damaged product).
Order Cancellations
Orders can only be cancelled if they have not yet been processed or shipped.
Once an order has been dispatched, it cannot be cancelled.
Customer Responsibility
It is the customer’s responsibility to ensure that:
- All shipping details are accurate
- They are available to receive the delivery
- They follow all product usage instructions
We are not responsible for issues caused by incorrect information provided at checkout.
Contact Us
If you have any questions about this policy or need assistance with an order, please contact us:
PEPCEUTICALS Support Team
Email: support@pepceuticals.com