Refund policy

Right of withdrawal

Consumers in the EU have 14 days from receiving the goods to withdraw from the purchase. Tell us within that window at pepnordic@proton.me and return the goods within 14 days of telling us. We refund within 14 days of receiving the return, using the payment method you paid with.

What can be returned

Unopened products in their original, undamaged packaging with the tamper seal intact can be returned. For health and safety reasons opened vials, opened syringes and any product whose seal is broken cannot be returned or resold, and are excluded from the right of withdrawal.

Return freight is paid by you unless the return is because the goods were faulty, damaged or not what you ordered. Pack the return so it survives transit — goods damaged on the way back may be refunded only in part.

Shipment protection

Orders lost, stolen or damaged in transit are replaced or refunded in full once the carrier claim is documented. Report the problem within 30 days of dispatch.

Wrong or faulty goods

Check your order on arrival. If something is missing, broken or not what you ordered, email us within seven days with your order number and photographs. We ship a replacement or refund the line in full, including freight, at your choice. Your statutory three-year right to complain about a faulty product under the Swedish Consumer Sales Act is unaffected.

Starting a claim

Email pepnordic@proton.me with your order number, what is wrong, and photographs of the goods and the outer packaging. We answer within one working day and tell you whether to return the goods and where. Do not send anything back before you have a return confirmation from us.

If we cannot agree, consumers may refer the matter to the National Board for Consumer Disputes (ARN), Box 174, 101 23 Stockholm, or to the EU Online Dispute Resolution platform. We follow ARN's recommendations.