Refunds, Returns, and Shipping Policy

Last Updated: 01 December 2024

At Peptidepen.co.za, we are committed to providing quality products and ensuring a smooth shopping experience. This policy outlines the guidelines for refunds, returns, and shipping across various product categories, including food products, supplements, clothing, and other physical goods. By making a purchase, you agree to the terms detailed below.

1. General Refund and Returns Guidelines

  • To initiate a return or refund, please contact us at [Contact Email] or [Phone Number] within the specified time frame for your product category.
  • All returns must include the original proof of purchase (receipt or invoice).
  • Products must be returned in their original packaging with all included components, unless stated otherwise.
  • Refunds are processed to the original payment method.

2. Food Products

Food products are not eligible for refunds or returns. Due to the perishable nature of these items, all sales are final unless the product is defective or damaged upon delivery.

  • Defective or Damaged Products: Contact us within 7 days of delivery to report issues.
  • Resolution: In cases of damage or defects, we may offer a replacement or refund at our discretion.

3. Supplements

Supplements are not eligible for refunds or returns. Due to hygiene and safety concerns, all sales are final unless the product is defective or damaged upon delivery.

  • Defective or Damaged Products: Notify us within 14 days of delivery for a resolution.
  • Resolution: We may offer a replacement or refund after reviewing the claim.

4. Clothing

We offer returns and exchanges for clothing under the following conditions:

4.1 Conditions for Returns and Refunds

  • Eligibility: Clothing can be returned or exchanged if it is defective, damaged upon delivery, or the wrong size/item.
  • Time Frame: Initiate a return or exchange within 30 days of delivery.
  • Original Condition: Clothing must be unworn, unwashed, and returned with all original tags attached.

4.2 Non-Returnable Clothing

  • Items marked as final sale.
  • Worn, washed, or altered clothing.

4.3 Exchanges

  • Exchanges for different sizes or colors are subject to availability. Notify us as soon as possible for a seamless process.

4.4 Refund Process

  • Refunds are processed within 7-10 business days of receiving the returned clothing item in acceptable condition.

5. Physical Products (Non-Food or Non-Clothing Items)

For other physical products (e.g., electronics, home goods), the following policies apply:

5.1 Conditions for Returns and Refunds

  • Eligibility: Products can be returned if they are defective, damaged upon delivery, or do not match the description.
  • Time Frame: Notify us within 15 days of delivery.
  • Original Packaging: Items must be returned in their original packaging with all included components and accessories.

5.2 Non-Returnable Items

  • Products with signs of use, wear, or damage caused by the customer.
  • Items without the original packaging or missing components.

5.3 Warranty Claims

  • Products with manufacturer warranties must follow the warranty claim process outlined by the manufacturer. Contact us for guidance.

5.4 Refund Process

  • Refunds are processed within 7-10 business days after the returned product passes inspection.

6. Shipping Policy

6.1 Shipping Methods and Costs

  • Shipping methods and costs are calculated at checkout based on the shipping address, product weight, and delivery method selected.
  • Standard shipping times vary depending on your location and selected shipping method. Estimated delivery times will be provided during checkout.

6.2 Order Processing Time

  • Orders are typically processed within 1-3 business days of confirmation, excluding weekends and public holidays.

6.3 Shipping Restrictions

  • We only ship within South Africa using Courier Guy.

6.4 Lost or Delayed Shipments

  • If your shipment is delayed beyond the estimated delivery time, please contact us for assistance.
  • For lost shipments, we will investigate the issue with the courier service and provide a resolution, which may include a replacement or refund.

6.5 Tracking Information

  • Once your order has been shipped, you will receive a tracking number via email to monitor the progress of your shipment.

7. How to Initiate a Return or Refund

  1. Contact Us: Email us at [Contact Email] or call [Phone Number] with your order details and reason for the return.
  2. Approval Process: Wait for confirmation and instructions from our customer service team.
  3. Ship the Item: Follow the return instructions provided. Ensure proper packaging to prevent damage during transit.
  4. Processing: Once we receive the item, we will inspect it and notify you of the refund or return status.

8. Exceptions and Special Cases

  • Gift Returns: Refunds for gift items will be issued to the original purchaser or as store credit to the gift recipient.
  • Bulk Purchases: Returns for bulk or wholesale orders may be subject to additional terms. Contact us for details.
  • Customized Products: Personalized or customized items are non-returnable unless defective or damaged.

9. Contact Us

If you have any questions about our Refunds, Returns, and Shipping Policy, please reach out to us:

We are committed to resolving your concerns promptly and ensuring your satisfaction with every purchase.

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