Returns and Complaints

Effective from September 24, 2026.

Withdrawal from purchase within 14 days

Consumers may withdraw from an online contract without providing a reason within 14 days of receiving the goods. For a single order delivered in separate shipments, the period counts from the receipt of the last item. We also extend these rights to business customers who are granted consumer protection under the law.

Please send an unambiguous statement via email, WhatsApp, or by post to the seller’s address. It is sufficient to send the statement before the deadline expires. Please provide information that allows us to identify the order. Using the form below is not mandatory, and withdrawal does not require our consent or the provision of a reason.

Returning goods

Send the goods back within 14 days of submitting the notice of withdrawal. The direct cost of the return is borne by the customer — standard returns are not free of charge. Please secure the shipment to prevent damage.

Address for returns and complaints: PEPEUROPE LTD / LabsWorld, ul. Jutrzenki 65, 02-231 Warsaw, Poland

You are only liable for any reduction in the value of the goods resulting from handling them in a manner beyond what is necessary to establish their nature, characteristics, and functioning. The absence of a receipt does not invalidate your rights if the purchase can be proven by other means.

Refunds

We will refund received payments, including the cost of initial delivery up to the value of the cheapest standard delivery option available for that order, no later than 14 days from receiving the notice. We may withhold the refund until we receive the goods or proof of their return, whichever occurs first. The refund will be made using the same payment method unless you explicitly agree to a different method at no extra cost. For cash-on-delivery orders, we will arrange the refund method individually.

When the right of withdrawal may not apply

We apply exceptions only in cases provided for by law, including, among others, goods that deteriorate rapidly or have a short shelf life, and goods delivered in sealed packaging which cannot be returned after opening due to health protection or hygiene reasons. The mere classification of a product as a supplement does not automatically exclude the right to return. These exceptions do not limit the right to file a complaint for non-conforming goods.

Complaint regarding non-conforming goods

The seller is liable for any lack of conformity of the goods with the contract that becomes apparent within two years of delivery, taking into account a longer shelf life if one has been specified. In the first instance, you may request repair or replacement; price reduction or withdrawal from the contract is available in cases provided for by law, e.g., when the non-conformity is significant or is not resolved in accordance with regulations.

Please describe the issue, provide contact details as well as information allowing us to verify the purchase, and state your expected resolution. Photos are helpful but are not a mandatory condition for filing a claim. We will respond within 14 days; failure to respond to a consumer's complaint within the statutory period constitutes its acceptance. Collection, repair, or replacement of goods under the seller's liability are at the seller's expense. The rule regarding paid standard returns does not transfer these costs to the customer.

Model withdrawal form

Recipient: PEPEUROPE LTD, 182–184 High Street North, East Ham, London E6 2JA, UK; labsworldpl@gmail.com.

I hereby inform you of my withdrawal from the sales contract for the following goods: …
Order number (if known): …
Date of order / receipt: …
Name and surname: …
Address: …
Date: …
Signature (only if sent on paper): …

Contact

PEPEUROPE LTD
182–184 High Street North, East Ham, London E6 2JA, UK
Company Number (Companies House): 16085541
E-mail: labsworldpl@gmail.com
WhatsApp: +44 7411 601939