Every Shipment Is Checked Before It's Accepted
When a delivery arrives, it's checked against the purchase documentation before anything is accepted into stock — product, strength, quantity, manufacturer batch number, packaging integrity, and the corresponding Certificate of Analysis. Any discrepancy means the shipment is held back and investigated before it's ever offered for sale.
Every manufacturer-sealed vial is then visually inspected individually — glass integrity, stopper condition, crimp security, moisture or physical contamination, and any damage from transport. Anything that fails inspection is rejected, not stocked.
Cold-Chain Storage, Continuously Monitored
Products are stored refrigerated between 2–8°C, protected from light and moisture, in their original manufacturer-sealed condition. We don't apply our own branded labels during storage — manufacturer identification stays unchanged until an order is ready to ship, which keeps handling to a minimum and identification accurate.
Storage temperature is monitored continuously using permanently installed sensors, with data logged around the clock. Coming Soon We intend to make live storage temperature readings publicly visible on this site — that's not built yet, but it's the direction we're heading.
Stock is rotated on a First Expiry, First Out (FEFO) basis — the oldest stock ships first, always.
Labelled Only When You Order
Pepilix-branded labels are applied only once your order is picked and ready for dispatch — not while it's sitting in storage. A secondary batch identification label goes inside the carton itself, recording the manufacturer batch number and dispatch date, so traceability is maintained without needing to alter the product's external presentation any earlier than necessary.
You See Your Order Before It Ships
Packing happens in a dedicated area — sanitised surfaces, gloves worn, no food or drink. Every order gets a documented final check: correct product, correct strength, batch verified against its COA, label quality, packaging integrity, tamper seal, and carton presentation.
Before dispatch, we send a photo or video of your completed order via WhatsApp or email, so you can see exactly what you're getting before it leaves us. Orders placed before our dispatch cutoff go out the same day, and vials only leave refrigerated storage for the time it takes to label, pack and inspect them.
Full Batch Traceability
Every batch we receive is logged against its manufacturer batch number, product, strength, Certificate of Analysis, storage location, and every customer order it's supplied to. That means any order can be traced back to exactly which production batch it came from — not just "this product," but this specific batch, tested on this specific date.
We Don't Resell Returns
Returned products are never put back into saleable stock — regardless of packaging condition, tamper seal status, or the reason given. They're permanently removed and destroyed, and every return is logged: product, batch, order, reason, and disposal date. If something's been returned once, it doesn't go back out to anyone else.
How We Choose Who We Work With
We don't approve a manufacturing partner on paperwork alone. Supplier approval can include reviewing quality documentation and certificates, assessing manufacturing processes, handling and packaging standards, and — wherever practical — visiting the facility itself. You can read more about how and why we do this on Why Pepilix Exists.
If Something Goes Wrong
Every customer complaint is investigated and recorded — product, batch, findings, and what we changed as a result. If a batch ever needed to be withdrawn, our traceability records mean we can identify exactly which orders were affected and contact those customers directly, rather than issuing a vague general notice.