Refund policy

Return & Refund Policy

We work with international and European suppliers to deliver products to our customers efficiently. Please read the policy below to understand your rights and responsibilities as a buyer.

Note for Swiss customers: Switzerland is not part of the European Union. Swiss consumer law does not provide a statutory right of withdrawal for online purchases. However, PepitoBuy voluntarily offers return options as described in this policy, depending on the supplier origin of your order.

Eligibility for Return or Refund

You may request a return or refund under the following conditions:

Your order does not arrive within 45 days from the shipment date, or within 30 days of the estimated delivery date, whichever is later.
The product is damaged, defective, or incorrect upon delivery.
The parcel is marked as lost in transit.
You are located in the European Union and wish to cancel your order within 14 days (see details below).

To request a return or refund, you must fill out our request form including:

Photos or videos of the item (if damaged or incorrect).
A picture of the parcel label.
Screenshot of the tracking status (if not delivered).
A clear description of the issue.

Return & Refund Conditions by Supplier Origin

For products shipped from Europe:

You may return unused products within 30 days of delivery, in their original condition and packaging.
Return shipping costs are covered by the customer, unless the item is defective or an error occurred on our side.
Once our logistics partner inspects and accepts the return, your refund will be processed.

For products shipped from Asia:

If an item is damaged, defective, or not delivered, we will submit a claim on your behalf.
Most claims are processed without requiring the item to be returned, but photo or video evidence is mandatory.
Returns for change of mind are generally not accepted, unless explicitly offered with local return options.

Non-Returnable Items

The following items are non-returnable and non-refundable unless they arrive damaged:

Perishable goods (e.g., food, plants).
Personal care items (e.g., cosmetics, grooming tools).
Customized or personalized products.
Final sale or clearance items.
Gift cards or digital items.
Hazardous materials or flammable liquids/gases.

Exchanges

We do not offer direct exchanges. If you wish to receive a different item, please request a return (if applicable) and place a new order separately.

European Union 14-Day Right of Withdrawal

If your order is shipped into the European Union, you have the right to cancel and return your order within 14 days for any reason, without justification. To qualify:

The product must be unused, in original packaging, and in the same condition as received.
You must provide proof of purchase.
Return shipping costs are the customer's responsibility unless the item is defective.

Refunds

Once your return is approved and confirmed by the supplier or logistics partner, your refund will be issued to your original payment method within 10 business days. Please note:

Claim review and supplier approval typically takes 5–10 business days after we receive your request and evidence.
It may take additional time for your bank or credit card provider to post the refund.
If more than 15 business days have passed since we approved your refund, contact us at contact.pepitobuy@gmail.com.

If Your Claim Is Rejected

If a supplier or logistics partner rejects your claim, we will notify you with the reason. You may provide additional evidence for reconsideration within 7 days. If the claim remains unresolved, you may contact us directly at contact.pepitobuy@gmail.com to discuss alternative solutions on a case-by-case basis.

Important Notes

Do not send any item back without first contacting us. Unauthorized returns will not be accepted.
Our policies follow the terms and logistics rules of our partner suppliers.
Free returns or pre-paid labels may be offered in specific approved cases only.