Last updated: October 20, 2026
This website, pepfine.com, is operated by Vivofine LLC. Pepfine is a brand of Vivofine LLC. In this document, 'Pepfine', 'we' and 'our' refer to Vivofine LLC.
General policy
This policy explains when you can return a product or request a refund or a replacement, and how to do it. It doesn't limit the rights your country's consumer protection law gives you.
You can return any unopened product within 60 days (return shipping is on you), and Pepfine serum also has the 90-day guarantee. Both are described below. Damaged, wrong or missing products are reviewed according to the following sections.
Pepfine serum: New Skin Protocol 90 guarantee
Pepfine serum is a cosmetic for external use. The serum has its own guarantee, which together with the 60-day return in the next section makes up the Pepfine Double Guarantee:
- Who it covers: anyone who bought the New Skin Protocol 90 or 90 days of product. One guarantee per customer.
- How to use it: use the serum 90 days in a row, twice a day, as the directions say, with sunscreen every day.
- Your follow-up photos: send Pepfine's official WhatsApp or email a photo of your face (front and each side, no makeup or filters) on day 1 (right before the first application), day 20, day 40, day 60 and day 90. Each photo counts for the day you send it and must arrive that same day; photos sent all together at the end are not accepted.
- When to request it: between day 90 and day 104 from the first application. Once you request it, you have 7 days to complete anything missing.
- What we offer you: if you don't see the results you expected, we first offer you a replacement product. If you prefer your money, we refund 100% of what you paid for the serum.
- What you keep: you don't have to return the remaining product (a photo of the bottle with what's left is enough) and you keep the ebooks.
This guarantee is in addition to the rights given by your country's consumer protection law, including the right of withdrawal for online purchases where applicable.
Returns within 60 days
You can return any unopened Pepfine product within 60 days of delivery. You must send it to the address we give you, and the return shipping cost is on you.
60-day return window
We offer 60 calendar days from the delivery date to request a return. It applies to any product and any quantity, including discounted packs such as the New Skin Protocol 90.
To be eligible for return, a product must:
- Be in the same condition in which it was received.
- Not have been opened or used, with its safety seal intact. For hygiene reasons, an opened product can't be returned this way.
- Keep its box and original packaging.
- Include the order number or proof of purchase.
If you already opened the serum and bought the New Skin Protocol 90, the 90-day guarantee applies: if you don't see the results you expected, we offer you a replacement or, if you prefer, a 100% refund.
How to request a return
To start the process, write to us at hello@pepfine.com or on WhatsApp with your order number. Once your request is approved, you'll receive the instructions and the return address.
Please don't send any item without prior authorization: it won't be accepted or processed.
Return shipping costs
You send the product to the address we give you, and that shipping cost is on you, including courier and handling costs. The return address may be outside your country, because our orders ship from international fulfillment centers.
Damaged or incorrect items
Please check your order as soon as you receive it. If any item arrives defective, damaged or incorrect, write to us right away at hello@pepfine.com or on WhatsApp, with photos of the product and packaging. We'll review the case and offer you a solution as soon as possible, whether a replacement, an exchange or a refund, under your country's consumer protection law.
Reembolsos
Once the return is received and inspected, we'll email you whether the refund was approved or rejected. If approved, we process it to the original payment method within 10 business days; your bank or card issuer may take longer to show it. If more than 15 business days pass after approval and you haven't received it, write to us at hello@pepfine.com.
Notas importantes
- Unauthorized or late returns will not be accepted.
- Returned products that don't meet the conditions of this policy may be refused or sent back to the customer.
- Only returns received at the address we give you are processed.
- Until the package reaches that address, Vivofine LLC is not responsible for loss or damage during return shipping.
Cumplimiento legal
This policy is in addition to the rights your country's law gives you: in Mexico, the Federal Consumer Protection Law and PROFECO's guidelines on e-commerce and distance sales; in Colombia, the Consumer Statute (Law 1480 of 2011) and the Superintendence of Industry and Commerce.
Order cancellation
Cancellation requests must be sent as soon as possible by writing to hello@pepfine.com.
We may approve a cancellation if the order hasn't yet been processed, packed, sent to fulfillment, assigned to a shipment or dispatched.
Once the order has been processed, packed, sent to fulfillment, assigned to a shipment or dispatched, cancellation may no longer be available.
We reserve the right to cancel any order before shipping for payment, fraud, inventory, shipping, address or risk review reasons.
Packaging and label variations
Our boxes and labels are printed in different runs and may come from different suppliers or batches, so colors, design and packaging may look different from the images on our website, in our ads or in a previous order. These differences don't affect the product: its formula, contents and specifications are as stated.
If you receive the product and contents you ordered, a difference only in packaging, box or label design doesn't make it a wrong product and doesn't entitle you to a refund, replacement or store credit.
If the product or contents don't match your order, report it within 48 hours of the carrier's delivery confirmation, with clear photos, as described below.
Cases that may be reviewed
Refunds, replacements or store credit may be considered in the following cases:
- A wrong product was sent.
- A product is missing, verified in our fulfillment records.
- The product was damaged in transit.
- The package arrived visibly damaged in transit.
- A processing or fulfillment error on our part.
- Duplicate payment or billing error verified by our payment processor.
Eligibility is determined by Vivofine LLC after reviewing the order, the customer account, the payment record, the fulfillment record, the carrier record, the product condition, the supporting documentation and the compliance history.
Reporting deadline
Damage, wrong product, missing item or shipping-related problems must be reported within 48 hours of the carrier's delivery confirmation.
Billing problems or duplicate payments must be reported as soon as they are detected.
Late reports may be refused if the delay prevents verification or review with the carrier, fulfillment or compliance.
Required documentation
To request a review, write to hello@pepfine.com e incluye:
- Order number.
- Full name and email address associated with the order.
- Description of the problem.
- Clear photos of the product.
- Clear photos of the outer packaging.
- Clear photos of the shipping label.
- Clear photos of any damage, leak, tampering, evidence of a missing item or the wrong product received.
- Any carrier notice or delivery incident record, if applicable.
We may request additional information before deciding whether a refund, replacement or store credit applies.
Return authorization required
Don't return any product without written authorization from Vivofine LLC.
Unauthorized returns may be refused, discarded or deemed ineligible for refund, replacement or store credit.
If we request a return, we'll give you the instructions. Products must be returned exactly according to those instructions. Not following them may void eligibility.
Products that can't be returned or refunded
Except as stated in the 60-day returns section, the serum guarantee or as required by law, the following cases are not eligible for return, refund, replacement or store credit:
- Opened products.
- Used products.
- Products altered, tampered with, contaminated, damaged, relabeled, repackaged or mishandled.
- Products stored improperly after delivery.
- Products returned without written authorization.
- Products returned without following the approved return instructions.
- Products ordered by mistake.
- Products no longer needed.
- Products delayed by the carrier after dispatch.
- Products marked as delivered by the carrier but lost, stolen, misplaced, refused or unavailable after confirmed delivery.
- Orders shipped to an incorrect, incomplete, inaccessible or undeliverable address provided by the customer.
- Orders affected by not completing the required delivery or payment verification.
- Orders associated with chargeback abuse, payment dispute abuse, fraud, false information, account misuse or breach of Vivofine LLC policies.
Shipping, deliveries and carrier
Delivery times are estimates only and are not guaranteed.
Carrier delays do not automatically entitle you to a refund, replacement, cancellation or store credit.
Shipping protection. In the cart you can add optional shipping protection; it's never preselected. If your order has shipping protection, report a lost, stolen or damaged package within this policy's time limits and we'll review it for a replacement or refund. If you removed or didn't accept shipping protection, claims for packages lost, stolen or damaged in transit are handled through the carrier's claims process, and Vivofine LLC is not required to refund or replace the order, unless the problem is due to a verified Vivofine LLC error or the law requires otherwise.
Delivery is determined by the carrier's tracking and delivery confirmation. Vivofine LLC is not responsible for packages lost, stolen, misplaced, damaged, exposed to the weather or taken by unauthorized people after confirmed delivery.
The customer is responsible for providing a complete, correct and deliverable shipping address. Refunds may be denied for orders delayed, lost, returned or failed because of incorrect, incomplete, inaccessible, restricted or undeliverable addresses provided by the customer.
If a package returns to Vivofine LLC because of an address problem, a failed delivery attempt, a refusal, an incomplete signature or ID verification, a carrier restriction or customer inaction, the order may be canceled, refunded minus applicable shipping and handling costs, reshipped at the customer's expense or left without a refund, depending on the circumstances and the compliance review.
Soluciones aprobadas
If a request is approved, Vivofine LLC may choose the solution it considers appropriate, including:
- Replacement shipment.
- Refund to the original payment method.
- Reembolso parcial.
- Store credit.
- Cancellation before shipping.
Approved refunds are made only to the original payment method, unless the law requires otherwise or the payment processor doesn't allow it.
Refund timing depends on the payment processor, the bank, the card issuer and the payment method. After a refund is approved and sent, it may take several business days to appear on your statement.
Shipping charges, express shipping, payment processing fees, handling charges and other non-product costs may not be refundable, unless the problem is due to a verified Vivofine LLC error.
Chargebacks and payment disputes
The customer agrees to first contact Vivofine LLC at hello@pepfine.com to resolve any problem with the order, billing, delivery or product before starting a chargeback or payment dispute.
Improper, false, abusive or bad-faith chargebacks or payment disputes may lead to account restriction, refusal of future service, recording of the incident, submission of evidence to the payment processor and any other measure available to Vivofine LLC.
Account restrictions
Vivofine LLC may suspend, restrict or permanently close an account and refuse future orders for reasons including, among others:
- False or misleading refund requests.
- Repeated refund requests.
- Chargeback abuse.
- Fraud, payment risk or suspicious activity.
- Misuse of the products.
- Breach of the Terms of Service or other Vivofine LLC policies.
How to contact us
For reviews of returns, refunds, replacements, billing or shipping, contact:
Vivofine LLC
30 N Gould St Ste R, Sheridan, WY 82801, Estados Unidos
Email: hello@pepfine.com
Phone: +57 305 361 6150 (WhatsApp)
Support hours: 24/7, by WhatsApp and email
Returns address: Vivofine LLC, ,
Include your order number and all the required documentation in your first message so we can review your request quickly.
Company details
pepfine.com is operated by Vivofine LLC, a Wyoming (USA) limited liability company, registration number 2026-002116361, with its registered address at 30 N Gould St Ste R, Sheridan, WY 82801, United States. Pepfine is a brand of Vivofine LLC.
Contact: hello@pepfine.com · WhatsApp +57 305 361 6150
Charge on your statement: PEPFINE BY VIVOFINE
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