Refund policy

Returns and refunds

PEP DIRECT is an Australian business. This policy sits alongside your rights under the Australian Consumer Law, and nothing here limits or replaces those rights.

Change of mind

We do not offer returns or refunds for change of mind. Skincare is a sealed personal care product, and once it has left us we cannot verify how it has been stored or handled. Please read the full ingredient list and product description before you order. Everything we know about each formula is published on its product page.

If something is wrong with your order

Contact us and we will make it right. This covers products that arrive damaged or leaking, the wrong item being sent, missing items, and products that are faulty or not as described.

Under the Australian Consumer Law you are entitled to a replacement or refund for a major failure, and to have goods replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. We cover return postage in these cases.

Reactions and sensitivity

Skincare affects everyone differently, and a reaction to an ingredient is not in itself a product fault. We still want to hear about it, so please get in touch and tell us what happened. We publish the full ingredient list for every product so you can check it before you buy, and we recommend patch testing on a small area before first use.

How to make a claim

Email hello@pepdirectau.com within 30 days of delivery with your order number and a photo of the problem. We will reply with instructions. Please do not send anything back before contacting us.

Refunds

Approved refunds go back to the original payment method within 5 business days. Your bank or card issuer may take a further 3 to 10 business days to show the funds.

Cancelling an order

Orders are usually dispatched within 1 to 2 business days. If you need to cancel, email us as soon as you can. If the order has not yet shipped we will cancel it and refund you in full.