Refund and Returns Policy

General Refund Position

Peptide Pen Lounge handles refund and return requests carefully and on a case-by-case basis.

Due to the nature of the products sold, not all items are eligible for return or refund.

Products that are temperature-sensitive, sealed, research-related, hygiene-sensitive, fragile, consumable, sterile or supplied in a controlled product format may not be returnable once dispatched, opened, handled, tampered with or removed from original condition.

Change of Mind

Simply changing your mind does not automatically qualify for a refund.

This includes, but is not limited to:

• Changing your mind after placing an order.
• No longer wanting the product.
• Ordering the wrong product.
• Not reading the product page properly.
• Deciding after payment that you are unsure.
• Getting scared after ordering.
• Deciding not to continue after the order has already been processed.
• Wanting to cancel because you did not understand the product purpose.
• Wanting a refund because you expected medical advice, usage instructions or dosage guidance.

Product Purpose Acknowledgement

Products listed on Peptide Pen Lounge are not sold as medical treatments and are not approved for human consumption, medical use, therapeutic use, diagnosis, treatment, cure or prevention of disease.

Peptide Pen Lounge does not provide medical advice, dosage advice, injection advice, administration instructions or treatment guidance.

A refund will not automatically be granted because a client expected medical guidance, expected use instructions, misunderstood the product purpose or became uncomfortable after ordering.

Before Dispatch

If you request cancellation before an order has been packed, processed, allocated, ordered from a supplier or handed to courier, Peptide Pen Lounge may review whether cancellation is possible.

Cancellation is not guaranteed.

If payment fees, supplier costs, admin costs, courier fees or processing costs have already been incurred, these may be deducted from any eligible refund.

After Dispatch

Once an order has been dispatched or handed to courier, refunds or cancellations are generally not available unless required by law or approved by Peptide Pen Lounge after review.

Courier delays do not automatically qualify an order for refund.

Damaged, Incorrect or Missing Items

If your order arrives damaged, incorrect or incomplete, you must contact us as soon as possible via WhatsApp on +27 84 892 0918.

Please provide:

• Your order number.
• Clear photos of the parcel.
• Clear photos of the product or products received.
• A description of the issue.
• Courier packaging photos where relevant.

Peptide Pen Lounge will review the matter and may request further information. If an error is confirmed, we may offer a replacement, correction, store credit or refund where applicable.

Product Concerns

If you have a concern about a product, please contact us with your order number and clear details.

Peptide Pen Lounge may request photos, batch details, product condition information or other relevant information to review the matter.

Outcomes may include further guidance, supplier escalation, replacement, store credit or refund, depending on the circumstances and review outcome.

Refund Processing

Generally Non-Refundable Situations

Refunds will generally not be approved where:

• The client changed their mind.
• The client ordered incorrectly.
• The client did not read the product information.
• The client became unsure or scared after ordering.
• The client expected medical advice or instructions.
• The product has already been dispatched.
• The product has been opened, used, tampered with or handled.
• The product cannot be returned safely or hygienically.
• The client supplied incorrect delivery details.
• The courier delay is outside our control.
• The product was used outside its stated product purpose.
• The client requests private manufacturer documentation such as COAs.