Return and exchange policy

All customized products purchased at store cannot be returned or exchanged. Exceptions for exchange will be allowed for defective products only. 

Regular products (non-customized products) are eligible for a 7-day no-reason return and exchange policy.

Please note that customers are responsible for the return shipping fees and any taxes incurred.

Return and exchange process：

1. Take photos of the damaged parts in JPG format and send them to us as email attachments.
2. If you choose to return without reason, please take photos of the packaging and product to prove that the product is in good condition, and send them to us in JPG format via email.
3. After receiving the confirmation email for return and exchange, send us the logistics tracking number via email within 14 days.
4. We will arrange for a refund or exchange after seeing the correct logistics tracking information.

Exchange for defective items

If you believe that your product is defective, please contact Customer Service at peakzooc@gmail.com to request for exchange(You will receive a reply within three working days.).

If Peakzooc determines that the product is defective and you are eligible to exchange your product, please send back your product with the original packaging within 14 days of the date you receive the product.

Unsuccessful delivery

We will send you an email after three delivery attempts requesting you to contact us within three days to arrange for re-delivery. If we do not hear from you within three days to arrange for re-delivery or if re-delivery is still unsuccessful, the relevant products of your order will be considered as cancelled and you will be subject to a 8% restocking fee.

Refund methods

Your refund will be issued after we receive your item(s) at the Peakzooc returns centre. The way your refund is processed depends on your original payment method.

• For Credit Card payment, the refund will take 3 business days to your card-issuing bank. Please contact your bank to check when the refund will return to your bank account.
• For Paypal payment, the refund will take 3 business days to sent.
• For Bank Transfer, Cheque or Cash Deposit payments, the refund will take 8 days to post to your card-issuing bank based on the bank information you have provided. If you have not provided the bank information yet, please refer to below information. Please contact your bank to check when the refund will return to your bank account. We will notify you by email when the refund has successfully posted to your bank.
  
  Account Holder Name:
  Bank Account Number:
  Bank Name:
  Bank Code:
  Branch Code:
  
  Please note that refunds can only be remitted to a local bank account where the Bank Account Holder name is the same as the Billing Contact filled in when placing the order.