Thank you for shopping at PEP.

If you are not entirely satisfied with your purchase, we are here to help. Below are our return and refund policies for both in-store and online purchases. Please note that there are differences in the return processes for in-store and online purchases, which are outlined below.

1. Eligibility for Returns and Exchanges

In-Store Purchases:

• We will gladly exchange or refund any item in saleable condition, provided it meets the following criteria:
• The item must be unused, undamaged, and in the same condition as when it was purchased.
• The original price tag and/or garment tag must be attached, or the item must be in its original packaging.
• For exchanges, you may exchange the item for another in-store product of the same price or greater. If no original till slip is available, exchanges are not possible, but we can issue a refund with the original till slip.
• If the original till slip is available, a refund may be processed to your original payment method.
• Sale items or promotional products may not be eligible for returns or refunds unless defective.

Online Purchases:

• For online orders, the criteria for returns and exchanges are similar to those for in-store purchases. The product must be unused, in its original packaging, with tags attached, and the online receipt or invoice must be provided.
• Products returned online must be taken to the nearest store for processing (unless otherwise specified).

2. Refunds Method

3. Refund Method

In-Store Purchases:

• If the item is eligible for a refund, we will inspect the product and, if approved, issue a refund to your original method of payment:
• Credit Card Purchases: If you paid via credit card, the refund will be processed to your credit card account. It may take up to 7-10 business days for the refund to reflect, depending on your card issuer’s policies.
• Debit Card Purchases: If you paid via debit card, the store will process a cash refund for the return amount.
• PEP Stores Account: If you paid using your PEP Stores Account, please bring the same PEP Account card with you to the store. The in-store cashier will process the refund directly to your PEP Account card.

Online Purchases:

• For online purchases, the refund method is similar. However, online returns must be processed in-store with the original online receipt or invoice.
• For online orders paid via credit card, the refund will be processed back to the credit card used for the purchase.
• For debit card payments, cash refunds will be processed in-store.
• PEP Stores Account refunds for online purchases will also be processed directly to the PEP Account card at the store.

3. Non-Returnable Items

The following items cannot be returned or refunded, both for in-store and online purchases:

• Underwear (briefs, boxers, thongs, etc.)
• Swimwear (bikinis, swimsuits, swim trunks, etc.)
• Earrings or any other pierced jewelry
• Personal care products (including toiletries, skincare, etc.)
• Opened or used products (including beauty products, health items, etc.)
• Items that have been damaged or altered after purchase
• Items that are not in their original condition or packaging
• Gift cards or downloadable digital products

4. Cellular Products, Laptops, and Accessories

Cellular Handsets & Laptops (In-Store & Online Purchases):

• Exchanges: Faulty handsets or laptops may be exchanged within 7 days from the date of purchase, provided:
• The product has not been physically damaged.
• It is returned with original packaging, accessories, and proof of purchase (till slip).
• Handset Repair Guarantee: All handsets come with a 12-month repair guarantee. The warranty is void if:
• The device has been physically damaged or repaired by someone other than the service provider.
• A SIM card from another network is used (for network-locked handsets).
• Proof of purchase (till slip) is not provided.

Accessories (In-Store & Online Purchases):

• Only faulty accessories can be returned, provided you have the original receipt or proof of purchase (till slip).

DStv Decoders (In-Store & Online Purchases):

• Faulty DStv decoders may be exchanged within the guarantee period:
• 1-year guarantee for decoders.
• Decoders must be returned with all accessories and proof of purchase (till slip).
• After the guarantee period, please contact DStv directly at 083 900 3788 for assistance.

5. Defective Products

In-Store Purchases:

• If a product is defective or damaged upon receipt, you may return it for a full refund or exchange within [insert number] days of purchase. The item must be in its original packaging and accompanied by proof of purchase.

Online Purchases:

• If a product is defective, the process for returns and exchanges is the same as for in-store purchases. However, the item must be returned to the nearest store with the online receipt.

6. Shipping Costs

• In-Store Purchases: Shipping costs are not applicable to in-store purchases.
• Online Purchases: If you are returning a product due to a change of mind, shipping costs are non-refundable. However, if the return is due to a defect or error on our part, we will cover the cost of return shipping.

7. Cellular & Laptop Returns Policy

Cellular Handsets:

• You signed the till slip acknowledging:
• The unit sold to you was the device you requested and it met your needs.
• The unit was examined before purchase.
• You are aware that SIMs are network-locked (for network-locked handsets only).

Laptops:

• Laptops must also be returned with all packaging and accessories, and a till slip is required for exchanges or refunds.

8. Warranty Information

• Cellular Products & Laptops: Warranty periods vary and will be stated in the product packaging. Damage caused by misuse will void the warranty.
• Accessories: The warranty period is typically 6 months unless stated otherwise on the packaging.

9. Contact Us

If you have any questions regarding our returns and refunds policy, please reach out to our PEP Customer Care on the following channels: 

Phone number:  0860 737 000

By making a purchase from PEP, you agree to abide by these Returns and Refunds Terms and Conditions.