Refund policy
REFUND AND RETURNS POLICY
This policy applies to consumer orders placed online. Nothing in it limits rights you have under UK consumer law.
CHANGING YOUR MIND
You may cancel an eligible order without giving a reason by telling us within 14 days beginning the day after you, or a person you nominate, receive the goods. If goods from one order arrive separately, the period begins the day after the final item is received. After telling us, you must return eligible goods without undue delay and no later than 14 days after cancellation.
To cancel, email sales@peaknaturals.uk with your name, order number, the products concerned and a clear statement that you wish to cancel. Please wait for our return instructions before posting anything so we can identify your order correctly.
Unless the goods are faulty, damaged, incorrect or not as described, you are responsible for the direct cost of returning them. We recommend using a tracked service and retaining proof of postage.
RETURN ADDRESS
Once we have acknowledged your return, send it to:
Peak Naturals Returns
The Shipping Service
Unit 4, East Street Enterprise Park
Rhayader, Powys
LD6 5ER
United Kingdom
Include your Peak Naturals order number inside the parcel. Do not send a return to any other address unless we have instructed you to do so.
SEALED HEALTH AND HYGIENE PRODUCTS
The right to cancel does not apply to a sealed product that is not suitable for return for health-protection or hygiene reasons if its tamper-evident or security seal is broken after delivery. Opening only the external delivery packaging does not remove the cancellation right. This exception does not affect your rights if a product arrived faulty, unsafe, damaged, incorrect or not as described.
REFUND TIMING AND AMOUNT
For an eligible change-of-mind return, we will refund the product price and the cost of the least expensive standard delivery option offered for the order. Any additional cost for an upgraded delivery service is not refundable. We may reduce a refund if handling beyond what would reasonably be allowed in a shop has reduced the value of the goods.
We will make the refund using the original payment method within 14 days after we receive the returned goods, or within 14 days after you provide evidence that they were sent back, whichever is earlier. If no goods were delivered or dispatched, we will refund you within 14 days after you tell us that you are cancelling.
FAULTY, DAMAGED, INCORRECT OR MISDESCRIBED GOODS
Contact sales@peaknaturals.uk with your order number and details of the problem. Please include clear photographs where relevant. Reporting delivery damage promptly, ideally within 48 hours, helps us investigate, but this request does not limit your legal rights.
If goods are faulty, unsafe, damaged, incorrect or not as described, we will provide the remedy required by consumer law, which may include a replacement or refund, and reimburse reasonable return costs. Opened products may still qualify where the product arrived faulty or with a defective seal.
UNDELIVERED OR RETURNED PARCELS
If a parcel has not arrived, contact us with your order number. We will investigate with the delivery service; customers are not required to make the carrier claim themselves.
If a parcel is returned because it was not collected, was refused or the delivery address supplied at checkout was incomplete or incorrect, we will contact you. You may choose redelivery and pay the new delivery charge, or request a refund once the parcel is received back. Any deduction from that refund will be made only where permitted by law.