Return & Refund Policy

1. Our 30-day promise

We want you to love what you order. If you're not completely satisfied with your purchase, you can return it within 30 days of delivery for a full refund. No complicated conditions — if it's not right for you, send it back and we'll make it right.

2. Return window

You have 30 days from the date your order is delivered to request a return. Requests made after this window may not be eligible, except where required by applicable consumer law.

3. Condition of items

To be eligible for a refund, items must be unused, in their original condition, and returned with all original tags and packaging intact. We may reduce a refund to reflect any loss in value if an item is returned used or damaged beyond what's needed to inspect it.

4. How to start a return

Starting a return is easy. Email us at care@pepessence.comwith your order number and the item(s) you'd like to return, and we'll send you simple instructions and the return address. Please wait for our confirmation before sending anything back.

5. Refunds

Once we receive your return and confirm it meets the conditions above, we'll process your refund to your original payment method. Refunds are typically issued within 5–10 business days of us receiving the item, though the time it takes to appear on your statement depends on your bank or card provider. We'll email you as soon as your refund is on its way.

6. Exchanges

Would you prefer a different colour or style? We're happy to help with an exchange, subject to availability. Just mention it when you contact us and we'll arrange it. If there's a price difference, we'll let you know before processing.

7. Non-returnable items

A few items can't be returned, including final-sale or clearance items and any personalised products, where this is stated at the time of purchase. This does not affect your statutory rights where an item is faulty or not as described.

8. Return shipping

For change-of-mind returns, the cost of return shipping is the customer's responsibility unless we've stated otherwise. We recommend using a tracked service and keeping your proof of postage, as we can't be responsible for returns that are lost on their way back to us.

9. Damaged or incorrect items

If your order arrives damaged, faulty, or incorrect, please contact us within 7 days of delivery with a photo and your order number. We'll arrange a replacement or a full refund — including any return shipping costs — at no charge to you.

10. Contact us

Have a question about a return or refund? Email care@pepessence.com or visit our contact page and a real person will help you out.