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Refund policy

Returns & Refunds Policy

We hope you’re happy with your purchase. If something isn’t quite right, the following policy explains how returns and refunds are handled.

1. Returns eligibility

You have the right to return your order within 14 days of receiving it, in line with UK consumer law.

To be eligible for a return:

  • Items must be unused, unworn, and in original condition

  • All original packaging must be included

  • Items must be returned in a condition suitable for resale

For hygiene reasons, we cannot accept returns on items that have been worn or used.

2. How to request a return

To initiate a return, please email us at support@peakpony.com within 14 days of delivery, quoting your order number.

Once approved, you will receive instructions on how to return your item.

3. Return shipping

  • Return postage costs are the responsibility of the customer, unless the item is faulty or incorrect

  • We recommend using a tracked service, as we cannot be responsible for items lost in transit

4. Refunds

Once your return is received and inspected, we will notify you of the outcome.

If approved:

  • Refunds will be issued to the original payment method

  • Refunds are processed within 14 days of receiving the returned item

Original shipping costs are non-refundable, except where required by law.

5. Faulty or incorrect items

If you receive an item that is faulty or not as described, please contact us as soon as possible.

In these cases:

  • We will cover return shipping

  • You will receive a full refund or replacement, in line with your statutory rights

This policy does not affect your legal rights.

6. Non-returnable items

Returns are not accepted for:

  • Items that have been worn or used

  • Items returned outside the 14-day period

  • Items not in their original condition

7. Exchanges

We do not currently offer direct exchanges. If you would like a different item, please return your original order and place a new order separately.

8. International returns 

For orders placed outside the UK:

  • Return shipping costs are the responsibility of the customer

  • Any customs duties or taxes paid are non-refundable

9. Your statutory rights

This Returns & Refunds Policy operates in addition to your rights under UK consumer law, including the Consumer Rights Act 2015 and Consumer Contracts Regulations 2013.

10. Contact

For questions about returns or refunds, please contact us at support@peakpony.com