Refund policy

Return & Refund Policy

Thank you for shopping with PLUPEP. We want you to love your purchase. If something isn't right, please review our policy below.

Returns

We accept returns within 14 days of delivery, provided the item meets the following conditions:

The product is unopened, unused, and in its original packaging
All seals, wraps, and tamper-evident packaging are intact
Proof of purchase (order number or receipt) is provided

For hygiene and safety reasons, opened or used skincare products cannot be returned or exchanged, unless the item arrived damaged, defective, or incorrect.

Non-Returnable Items

Opened or used skincare products
Items marked as Final Sale or purchased during clearance promotions
Free gifts or promotional items
Gift cards

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery with:

Your order number
A clear photo of the product and packaging
A brief description of the issue

We'll make it right with a replacement, store credit, or full refund.

Refunds

Once your return is received and inspected, we'll notify you of the approval status. If approved:

Refunds are issued in Canadian Dollars (CAD) to your original payment method within 5–10 business days
Depending on your bank or card issuer, it may take additional time for the refund to appear on your statement
Original shipping fees are non-refundable (unless the return is due to our error)
Applicable taxes (GST/HST/PST/QST) will be refunded in accordance with Canadian tax regulations

Exchanges

We only replace items if they are defective, damaged, or incorrect. If you'd like a different product, please return the eligible item and place a new order.

Return Shipping

Customers are responsible for return shipping costs within Canada, unless the return is due to our error
We recommend using a trackable shipping service (Canada Post, Purolator, UPS, or FedEx), as we cannot be responsible for lost return parcels
Return shipping fees are non-refundable

How to Start a Return

To initiate a return, please contact our support team at sofie.baby00@icloud.com with:

Your order number
The item(s) you'd like to return
The reason for the return

We'll respond within 1–2 business days with next steps and a return address.

Cancellations

Orders can be cancelled within 12 hours of placement, provided they have not yet been processed or shipped. Once an order has shipped, our standard return policy applies.

Your Rights

This policy does not affect your statutory rights under applicable Canadian consumer protection laws, including the consumer protection legislation of your province or territory.