PEP Access is committed to providing safe, authentic, and timely access to post-exposure prophylaxis (PEP). Due to the sensitive and regulated nature of pharmaceutical products, our refund and return policies are governed by health, safety, and regulatory standards.
General Policy
All medicines supplied by PEP Access are non-returnable and non-exchangeable once dispensed or delivered.
This policy exists to:
- Protect patient safety
- Prevent contamination or tampering
- Comply with pharmaceutical and public health regulations
Eligibility for Refunds
Refunds may be considered only under the following circumstances:
Incorrect Product Supplied
If the product delivered does not match your confirmed order.Damaged or Compromised Product on Delivery
If the product is received in a visibly damaged, broken, or compromised condition.Failed Delivery Due to Our Error
If delivery was not completed due to an error attributable to PEP Access or its logistics partner.
In such cases, PEP Access may, at its discretion:
- Replace the product, or
- Issue a full or partial refund
Non-Refundable Situations
Refunds or returns will not be granted in the following cases:
- Change of mind after order confirmation
- Delays caused by incorrect delivery details provided by the customer
- Products opened, used, or tampered with
- Claims based on medical suitability or outcomes
- Failure to commence PEP within recommended timelines
- Personal dissatisfaction unrelated to product quality or accuracy
Reporting an Issue
Any issue must be reported within 24 hours of delivery.
To report a problem, contact us with:
- Order reference number
- Clear photographs of the product and packaging (where applicable)
- A brief description of the issue
Contact: support@pepaccess.com
Claims submitted outside the reporting window may not be eligible for review.
Refund Processing
- Approved refunds will be processed using the original payment method where possible
- Refund timelines may range from 5–10 business days, depending on the payment provider
- Delivery fees are non-refundable unless the error originated from PEP Access
Cancellation Policy
- Orders cannot be cancelled once processing or dispatch has commenced
- Same-day cancellations may only be considered before order confirmation
Regulatory & Health Disclaimer
PEP Access does not provide medical guarantees or treatment outcomes. PEP effectiveness depends on timely initiation, adherence, and individual clinical factors.
Policy Updates
PEP Access reserves the right to modify this Refund and Returns Policy at any time. Updates will be reflected on this page with a revised effective date.
Contact Information
For questions regarding this policy:
Email: info@pepaccess.com
Website: https://www.pepaccess.com