Shopping at PEP is affordable and convenient. But sometimes you may need to return or exchange what you bought. Knowing the updated PEP returns policy 2025 helps you avoid stress, save money, and shop confidently. This guide explains the dos and don’ts, the timeframes, and what to expect when asking for a refund or exchange.
Why Should You Know the PEP Returns Policy?
Many shoppers lose money because they do not understand store rules. PEP serves millions of South Africans, and their return rules apply across clothing, footwear, home goods, and online shopping. If you know your rights and responsibilities, you avoid disputes at the till and make better shopping decisions.
How Long Do You Have to Return Items to PEP?
PEP allows most returns within 7 to 14 days from the date of purchase or delivery. This period gives you time to inspect your items and decide if you want to keep them.
Clothing and footwear: 14 days.
Household items: 7 to 14 days, depending on the product.
Online orders: counted from the day you receive the delivery.
Items returned after this period are usually rejected, unless they are defective.
What Are the Dos for Returning Goods to PEP?
To get a smooth refund or exchange:
Keep the proof of purchase. A till slip or invoice is essential.
Return goods in original condition. They must be unworn, unwashed, and undamaged.
Keep tags attached. Clothing and footwear without tags may not be accepted.
Bring back the original packaging. For example, shoe boxes or appliance boxes.
Check if the item falls into an eligible category before heading to the store.
What Are the Don’ts in the PEP Returns Policy?
You risk being turned away if you break these rules:
Don’t return damaged or altered items, unless the damage was a factory fault.
Don’t use the item before deciding to return it. Used goods are ineligible.
Don’t return items after the return period ends.
Don’t try to return clearance or marked-down goods, unless they are faulty.
Don’t forget to include all accessories and packaging.
Which Items Cannot Be Returned at PEP?
Some products are excluded for hygiene and safety reasons.
Underwear and lingerie.
Swimwear.
Personal care and hygiene products like toiletries.
Customised or personalised goods.
Final clearance items marked as non-returnable.
PEP has the right to reject returns in these categories unless the product is defective.
Can You Return Sale Items at PEP?
Not all sale items are non-returnable. PEP makes a clear distinction:
Regular promotions: Items bought during general sales can often be returned if they meet standard rules.
Clearance or final markdowns: These are usually non-returnable. Check the signs in store.
If the product is faulty, even clearance goods may qualify for a refund or exchange.
How Do In-Store Returns Work at PEP?
If you bought something at a PEP outlet:
Take the item back to the same store of purchase.
Bring your receipt and original packaging.
Ask at the customer service counter or cashier for assistance.
The staff will check the product and process your request.
Refunds are usually given in cash, card reversal, or store credit.
How Do Online Returns Work at PEP?
Online shopping at PEP requires a slightly different process.
Log in to your PEP online account and request a return.
Follow the instructions for packaging and labelling.
You may need to return the parcel through a courier or to a PEP store.
Keep the confirmation slip until the refund is completed.
Refunds for online orders often take longer, as payment reversals must go through the bank.
What If You Lose Your Receipt?
A lost slip makes returns harder but not impossible.
If you paid by card, PEP may be able to verify the purchase.
Some managers approve returns with store credit instead of cash.
Always request digital receipts if possible to avoid this problem.
Without proof of purchase, refunds are not guaranteed.
How Long Does PEP Take to Refund?
Refund timelines vary by payment method:
Cash purchases: refunded immediately at the store.
Card payments: refunds are processed through banks and can take 3–7 working days.
Online purchases: may take up to 7–10 working days.
Store credit: issued immediately and usable at any PEP outlet.
What If You Buy a Defective Product?
PEP is responsible under South African consumer law. If your product is faulty:
Report the fault as soon as possible.
Bring proof of purchase and explain the defect.
PEP may offer a replacement, repair, or refund.
Do not delay. The sooner you report the problem, the easier the process.
Can You Exchange Goods at PEP?
Yes, exchanges are allowed if:
The product is in perfect condition.
The exchange request falls within the return period.
The desired size or item is available in stock.
If stock is unavailable, you may get a refund or store credit.
What Refund Methods Does PEP Use?
Refunds depend on your payment method:
Cash purchases: refunded in cash.
Card transactions: refunded to the same card.
EFT and online orders: refunded electronically.
Gift vouchers or store credit: reissued as store credit.
What Are the Common Mistakes Shoppers Make?
Shoppers often lose money because they:
Throw away their receipts.
Wait too long before returning goods.
Wash or wear items before deciding to return them.
Assume all sale items qualify for returns.
Forget to bring packaging or accessories.
Avoid these mistakes and you will save time and money.
What Tips Help You Avoid Return Issues?
Inspect goods carefully before leaving the store.
Always keep receipts in a safe place.
Double-check sale signs for return rules.
Report faults immediately.
Follow the online returns instructions carefully.
What Are PEP’s Contact and Escalation Options?
If you face difficulties, you can:
Visit the nearest PEP store.
Contact PEP Customer Care via PEP official website.
Request escalation to a store manager if needed.
Having the correct details ready (receipt number, product code, date of purchase) speeds up the process.
Quick Q&A
Can I return underwear or swimwear to PEP?
No, due to hygiene rules.
Can I return clearance goods?
Only if defective.
Do I need a receipt?
Yes. Without it, you may only get store credit.
How long does PEP give for returns?
Between 7 and 14 days.
How does PEP refund card payments?
The refund is processed back to the original card within 3–7 working days.
Can I exchange for a different size?
Yes, if stock is available.
Check also: PEP PAXI Insurance South Africa October 2025: Coverage, Fees and How It Works
The PEP returns policy 2025 protects both shoppers and the retailer. If you follow the dos and avoid the don’ts, you will find refunds and exchanges easy. Always keep receipts, respect the return periods, and understand the exclusions. This knowledge makes your shopping smoother and prevents disputes at the till.
