Returns and refunds
We hope you are happy with your Pepperfit order.
If something is not right, please contact us before sending anything back. We will confirm the next step and provide the correct return instructions and address where a return is eligible.
Contact us first
Please do not send a product back without contacting Pepperfit first.
Email info@pepperfit.com.
Please include:
- your name;
- order number;
- the product you wish to return;
- the reason for contacting us;
- photographs where an item is damaged, faulty or incorrect.
Once the return has been reviewed, Pepperfit will provide the relevant instructions and return address.
Cancelling an eligible order
For eligible online purchases, you may notify Pepperfit that you wish to cancel within 14 days of receiving your order.
After notifying us, you normally have a further 14 days to return the eligible item.
You do not need to provide a reason for cancelling, although feedback is welcome.
The product should be kept in good condition while it is in your care.
When a product cannot be returned
For health and hygiene reasons, sealed cosmetic and personal-care products may not be eligible for return once the seal or protective packaging has been opened.
This does not affect your rights where a product is faulty, damaged, incorrectly supplied or not as described.
If you are unsure whether a product is eligible, contact info@pepperfit.com before returning it.
Keeping the product in saleable condition
Where a return is accepted because you have changed your mind, the product should be:
- unused;
- unopened;
- complete;
- in its original condition;
- returned with any seals, labels and protective packaging intact.
Customers may inspect a product as they reasonably would in a shop, but Pepperfit may reduce a refund where handling has gone beyond what is necessary and the product’s value has been affected.
If something has gone wrong
Please contact Pepperfit promptly if your order arrives:
- damaged;
- faulty;
- leaking;
- incomplete;
- different from what you ordered;
- not as described.
Email info@pepperfit.com with your order number and clear photographs of the product and outer packaging where possible.
Pepperfit will review the information and confirm the appropriate next step, which may include a replacement, refund or other remedy.
Your statutory rights are not affected.
Who pays for the return?
Where an eligible return is made because the customer has changed their mind, the customer is normally responsible for the return postage unless Pepperfit confirms otherwise.
Pepperfit recommends using a suitable postal service and retaining proof of posting.
Where Pepperfit confirms that an item is faulty, damaged or incorrectly supplied, reasonable return arrangements or postage costs will be confirmed directly with the customer.
When will the refund be processed?
Where a refund is due, Pepperfit will process it using the original payment method.
For eligible cancelled online orders, the refund will normally be processed within 14 days of receiving the returned goods or receiving evidence that they have been sent back, where applicable.
The refund may include the original standard delivery charge where required.
If a customer selected a more expensive delivery service, any refund of the original delivery charge may be limited to the cost of the standard delivery option.
Banks and payment providers may take additional time to show the refund in the customer’s account.
Exchanges
Pepperfit does not guarantee direct exchanges.
Where appropriate, the simplest option may be to return an eligible product for a refund and place a new order separately.
Contact info@pepperfit.com before returning anything so the available options can be confirmed.
Need to cancel quickly?
If you wish to cancel or amend an order before dispatch, email info@pepperfit.com as soon as possible.
Pepperfit cannot guarantee that an order can be stopped or changed once it has entered the preparation or dispatch process.
If it has already been dispatched, the standard returns process may apply.
Need help with a return?
Email Pepperfit with your order number and a short explanation of the issue. We will confirm the correct next step and provide the return address where needed.