Refunds & Returns
The short version
If your order arrives damaged, incorrect or incomplete, tell us within 7 days and we will replace it or refund it. Beyond that, we cannot accept returns of delivered goods — see below for why.
Damaged, incorrect or missing items
Check your order when it arrives. If a vial is broken, the wrong item was sent, or something is missing, email info@pepshark.com within 7 days of delivery with your order number and photographs of the item and the packaging.
Once confirmed we will send a replacement or refund the affected items in full, whichever you prefer. You do not need to return a damaged item.
Orders that never arrive
If tracking shows no movement for 21 days after dispatch, contact us and we will replace the order or refund it. For destinations where tracking stops at the border, we will treat the order as lost on the same timeline.
Why we cannot accept general returns
These are temperature-sensitive materials. Once a package has left our control we have no way to verify how it was stored, so we cannot resell a returned item or vouch for its integrity to the next customer. For that reason we do not accept returns of correctly supplied goods, and we cannot accept returns of any item that has been opened or reconstituted.
Ordering the wrong size or changing your mind is not grounds for a return. Please check your order before confirming it.
Customs
You are the importer of record. We cannot guarantee that a parcel will clear customs in your country, and clearance is outside our control. Where a parcel is detained or seized by customs, we are not able to refund or replace it. Please satisfy yourself that you may lawfully receive these products before you order.
Your statutory rights
Nothing here limits rights you have under the consumer law of your own country that cannot lawfully be excluded — including, in the UK and EU, cancellation rights that apply to distance selling. Where such a right applies and cannot be excluded, it prevails over anything on this page.
How refunds are paid
Refunds go back to the original payment method, in USD. Allow up to 10 business days for it to appear. Currency movement between purchase and refund may mean the amount landing in your account differs slightly from what left it.