PepUp Shop Terms and Returns Policy

1. Scope

These Shop Terms apply to non-prescription products purchased from the PepUp Shop. They form part of the PepUp Terms and Conditions and must be read with PepUp’s Privacy Notice and Medical Disclaimer.

PepUp does not sell prescription medicines through the PepUp Shop. If a product requires a prescription or may not lawfully be sold through the Shop, PepUp may refuse or cancel the order and refund any affected amount paid to PepUp.

2. Product Information and Classification

PepUp will take reasonable steps to display accurate product descriptions, quantities, sizes, ingredients, directions, warnings, manufacturer or supplier information and other material information available to PepUp.

Products may include health supplements or complementary medicines, foods or nutritional products, cosmetics, medical devices or ordinary consumer products. Each product remains subject to the legal, labelling and advertising requirements applicable to its category.

Product images may be illustrative. Packaging, formulation or appearance may change where the product supplied remains materially consistent with the accepted description, subject to applicable consumer rights.

PepUp will not knowingly make an unauthorised claim that a Shop product diagnoses, prevents, treats or cures a medical condition.

3. Orders and Contract Formation

Adding a product to a cart does not reserve stock. You submit an offer to purchase when you place the order after reviewing the products, total price, taxes, delivery charge and delivery details.

Before final submission, the checkout will provide a reasonable opportunity to review the order, correct errors or withdraw from the transaction.

PepUp may accept the order by sending an order confirmation or dispatch confirmation. PepUp may reject or cancel an order because of stock unavailability, a manifest pricing or description error, suspected fraud, delivery restrictions, product-safety concerns or legal or regulatory requirements.

If PepUp cancels an accepted order after receiving payment and does not supply an agreed substitute, PepUp will refund the affected amount paid to PepUp.

4. Pricing and Payment

Shop prices are displayed in South African rand and will state whether VAT or other applicable taxes are included. Delivery charges and any promotional discount will be disclosed before the order is submitted.

The price accepted for a confirmed order will not be increased after confirmation, except where a manifest pricing error is handled in accordance with applicable law and the customer is given an appropriate choice to confirm the corrected price or cancel for a refund.

Payments may be processed through PayStack or another payment processor identified at checkout. PepUp will provide or make available an electronic transaction record.

5. Delivery

The available delivery areas, estimated delivery period and delivery charge will be displayed before the order is submitted. Delivery periods are estimates unless PepUp expressly guarantees a specific date.

You are responsible for supplying a complete and accurate delivery address and reasonable delivery instructions. Additional costs caused by an incorrect address or repeated failed delivery may be charged only where disclosed and permitted by law.

PepUp will remain responsible for the goods until delivery is accepted by you or a person authorised to accept delivery on your behalf, except to the extent that applicable law provides otherwise.

You should inspect the parcel promptly and notify PepUp of missing, incorrect, damaged, opened, contaminated or temperature-sensitive goods as soon as reasonably possible.

6. Change-of-Mind Returns and Cooling-Off Rights

Where a statutory cooling-off or change-of-mind right applies to an online purchase, PepUp will honour that right subject to the conditions, time periods and lawful exceptions that apply to the product and transaction.

For health, hygiene, cosmetic, perishable, personalised, rapidly expiring or sealed goods, a change-of-mind return may be restricted after opening, use, unsealing or expiry-risk exposure where the restriction is lawful and was disclosed before purchase.

These restrictions do not remove any mandatory right relating to defective, unsafe, incorrectly supplied or materially misdescribed goods.

To request a return, contact support@pepup.co.za with the order number, product details, reason for return and supporting photographs where relevant. PepUp will provide return instructions and identify any lawful return cost before the product is sent back.

7. Defective, Unsafe, Incorrect or Misdescribed Goods

PepUp will provide the remedies required by applicable consumer law where goods are defective, unsafe, not of acceptable quality, not reasonably suitable for an expressly communicated purpose, incorrectly supplied or do not correspond materially with their description.

Depending on the applicable right and circumstances, the available remedy may include repair, replacement, refund, collection of the goods or another remedy required by law.

A customer must not continue using a product that appears contaminated, tampered with, unsafe or subject to a recall.

8. Product Complaints, Adverse Reactions and Recalls

Product complaints should be sent promptly to support@pepup.co.za and should include the order number, product name, batch or lot number where available, expiry date, photographs and a description of the issue.

If you experience a serious or unexpected adverse reaction, stop using the product where appropriate, seek medical advice or emergency assistance as required and notify PepUp and the product manufacturer or supplier using the contact information provided with the product.

PepUp may contact customers about safety notices or recalls and may provide instructions for return, replacement, refund, quarantine or safe disposal. Customers must follow reasonable recall instructions.

9. Product Use and Health Warnings

Products must be used in accordance with their labels, directions, warnings and storage instructions. You are responsible for checking ingredients, allergens and contraindications before use.

Consult an appropriate healthcare practitioner before using a supplement or other health product if you are pregnant or breastfeeding, have a medical condition, use prescription medicine, have allergies or are uncertain about interactions or suitability.

The purchase of a Shop product does not establish a practitioner-patient relationship and does not replace medical advice, diagnosis or treatment.

10. Contact

Questions about Shop orders, delivery, returns, refunds, product complaints or recalls may be sent to support@pepup.co.za. Include the relevant order and product details so that PepUp can investigate the matter.