Important — 2 Day Window
All return or exchange requests must be submitted within 2 days of delivery, accompanied by clear photo and video evidence. Requests received after this period will not be eligible for review, replacement, or credit.
No Refunds On Products — Credit Only
We do not issue refunds on products. Where a return is approved, the value of the returned product is issued as store credit against your account for use on a future order. No cash, card, or bank-transfer refunds are made under any circumstances.
Return Courier Fee — On The Client
Where a product is returned, the courier fee to send the product back is for the client's account. Use your own courier arrangement or a courier of your choice — Peak Protocol Products does not cover, deduct in advance, or reimburse return transport costs.
Returns & Exchanges Policy
Peak Protocol Products may, at its sole discretion, approve an exchange only in cases of verified manufacturing or mechanical defects, including but not limited to:
- Faulty pen or delivery device mechanisms.
- Visible product quality issues upon delivery, such as contents appearing milky, cloudy, discoloured, or containing visible particles.
To request an exchange, the following conditions must be met:
- Clear photo and video evidence must be submitted within 2 days of delivery.
- The reported issue will be assessed by Peak Protocol Products and/or the supplier to determine whether a replacement is warranted.
- The product must be returned in its original packaging and condition before any replacement will be considered.
- The courier fee for returning the product is for the client's account. Return transport is never billed to or collected by Peak Protocol Products.
No refunds are issued on products. Approved returns are settled as store credit only. Credit is applied once the returned product has been received and inspected, and is valid against a future order.
Peak Protocol Products, its affiliates, and suppliers are not responsible for:
- Courier delays beyond the estimated delivery timeframe.
- Damage caused during transit by the courier after dispatch.
- Damage resulting from improper handling, storage, or negligence by the customer.
- Products that have been opened, misused, or stored outside the recommended conditions.
- Loss, damage, or delay of a return parcel while it is in the courier's hands.
Every order is carefully inspected and securely packaged prior to dispatch to ensure it leaves our facility in optimal condition.
Submit a Return / Exchange Request
Provide your order details and upload clear photo/video evidence of the issue.