Returns & Refund Policy

Your statutory rights

This policy is in addition to your legal rights. Nothing here limits rights under the Consumer Contracts Regulations 2013, Consumer Rights Act 2015 or other mandatory consumer law.

Changing your mind

You normally have 14 days after receiving the goods to tell us that you are cancelling, without giving a reason. Email pepwow.business@gmail.com, use the downloadable cancellation form, or send another clear statement containing your name, order number, goods and cancellation decision.

After notifying us, you normally have a further 14 days to return the goods. If one order arrives in separate deliveries, the cancellation period normally runs from receipt of the last item.

Return condition and legal exceptions

You may inspect goods as you reasonably could in a shop. We may reduce a change-of-mind refund for loss in value caused by handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

Where a product is genuinely sealed for health-protection or hygiene reasons, the statutory cancellation right may be lost after that seal is broken. This exception is applied only where the law permits; it never removes rights where goods are faulty, damaged, incorrect or not as described.

Return postage

You pay the direct return-postage cost for an ordinary change-of-mind cancellation. Use a suitable tracked service and keep proof of postage.

PepWow will cover or reimburse reasonable return costs where the goods are faulty, damaged, incorrect or not as described, using the instructions we provide.

Faulty, damaged or incorrect goods

Contact us promptly with the order number, a description of the problem and photographs where useful. Depending on the circumstances and your legal rights, the remedy may be rejection and refund, repair, replacement or a price reduction.

Do not send loose, leaking, unsafe or inadequately packaged material. Contact us first so that safe return or disposal instructions can be provided. This safety instruction does not remove your statutory remedy.

Refunds

For a valid change-of-mind cancellation, we will normally refund within 14 days after receiving the returned goods or, if earlier, receiving evidence that you sent them back. We may withhold the refund until then.

The refund includes the item price and the cost of our least expensive standard delivery option. Any extra amount paid for an enhanced delivery service is not refundable unless the delivery itself was defective. Refunds are made to the original payment method unless you expressly agree otherwise.

How and where to return

Request a return reference before sending a parcel. Include the reference and order number inside the parcel.

Parcel returns only:
PepWow Returns
Unit 172111, Courier Point
13 Freeland Park
Wareham Road
Poole, Dorset
BH16 6FH
United Kingdom

This is a parcel-handling address, not the seller’s legal-notice or complaints address.

Download cancellation form (PDF)

Contact

Email pepwow.business@gmail.com. Include the order number so we can locate the purchase.