Refund and Return Policy

2.1 Your Right to Cancel (UK Consumer Rights)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the right to cancel your order within 14 days of receiving your goods, without giving any reason.

The cancellation period expires 14 days after the day you (or a nominated third party) receive the goods.

2.2 How to Cancel

To exercise your right to cancel, you must notify us clearly before the 14-day period expires. You can do this by:

• Emailing us at info@pepfresh.co.uk with your order number and intention to cancel

• Using the contact form on www.pepfresh.co.uk

We will acknowledge receipt of your cancellation promptly.

2.3 Conditions for Returns

To be eligible for a return, items must meet all of the following conditions:

• Returned within 14 days of notifying us of your cancellation

• Unused and in their original, unopened condition

• In the original packaging with all seals intact

• Accompanied by proof of purchase (order number or receipt)

For hygiene and safety reasons, we are unable to accept returns of:

• Opened or used skincare or cosmetic products

• Products where the seal or hygiene sticker has been broken

• Perishable or time-sensitive goods

2.4 Faulty or Damaged Items

If you receive a product that is faulty, damaged in transit, or not as described, you are entitled to a remedy under the Consumer Rights Act 2015. Please contact us within 30 days of receipt at info@pepfresh.co.uk with:

• Your order number

• A description of the fault or damage

• Photographs of the damaged/faulty item and packaging

We will arrange a free return, replacement, or full refund at our discretion, depending on the circumstances.

2.5 How to Return an Item

Once your return has been approved:

• Pack the item securely in its original packaging

• Include a note with your name and order number inside the parcel

• Ship the return to the address we provide upon approval

You are responsible for the cost of return postage unless the item is faulty or we made an error. We recommend using a tracked service, as we cannot be held responsible for parcels lost in return transit.

2.6 Refunds

Once we receive and inspect your return, we will notify you of the approval or rejection of your refund within 5 business days.

If approved, your refund will be processed to your original payment method within 14 days of us receiving the returned goods. Please note:

• Original delivery charges are non-refundable unless the return is due to our error or a faulty product

• If you chose a premium delivery option, only the standard delivery cost will be refunded

• Bank processing times may vary; please allow 3–5 additional business days for the refund to appear

2.7 Exchanges

We do not operate a direct exchange programme. If you would like a different product or variant, please return your original item and place a new order. If the return is due to our error, we will cover the associated costs.

2.8 Gifts

If an item was purchased as a gift and returned by the recipient, the refund will be issued to the original payment method of the purchaser. We cannot issue refunds directly to the gift recipient unless prior arrangements have been made.