Refund policy
Refund policy.
Eligible refunds are reviewed manually after we verify the order, payment details, and the issue reported through support.
PepKing orders are arranged through WhatsApp. This page explains how we handle damaged parcels, incorrect items, duplicate payments, and other verified order issues.
Eligibility
When refunds apply
Duplicate paymentIf a payment is duplicated or more than the agreed total is received, the excess can be refunded after we reconcile the order.
Incorrect paymentIf the payment does not match the confirmed order total, contact us on WhatsApp so we can agree the next step.
Cancelled orderIf an order is cancelled before dispatch, eligible refunds are handled by the method agreed with support.
Damaged or incorrect itemsIf a parcel arrives damaged or contains the wrong items, send photos and the order details within the returns window.
Dispatch completedAfter dispatch, refunds are limited to verified damaged, incorrect, or otherwise unresolved order issues.
How it works
Refund process
Where refunds go
Approved refunds are returned using the method agreed during the WhatsApp support review. We may ask for payment confirmation before issuing a refund.
Processing time
Refunds are typically processed within 5–10 business days of approval. On-chain settlement time and network fees are outside our control.
Product issues
Refunds related to damaged parcels, incorrect items, or verified order issues follow our returns policy. Keep the products and packaging until support responds.
Confirm before paying. Always check the agreed products, quantity, shipping details, and total in WhatsApp before sending payment.