1. Return Window
Peak Crag accepts returns within 14 days of receiving your package.
Requests made after this period cannot be processed for a refund.
2. Eligibility & Return Costs
- Returns for personal reasons – Shipping costs are the buyer's responsibility. We do not provide free return labels or cover domestic/international return shipping.
- Returns due to product defects – Please take photos or videos of the issue and contact us. We will cover return shipping and issue a full refund, or offer a discounted replacement.
- Returned items and their packaging must be in good condition to qualify for a refund.
3. How to Initiate a Return
Send an email to Support@peakcrag.com with:
- Your order number
- Reason for return
4. Can't Find Your Order Number?
Provide us with:
- A valid email address
- Your full name
- Shipping address
You can also find your order number in your Peak Crag account, on the packing slip, or in your order confirmation email.
5. Packaging Requirements
- Use a cardboard box for your return.
- Include a note with your order ID inside the package.
- Fill empty space with packing material or bubble wrap to prevent damage in transit.
- Returns damaged due to poor packaging will not be refunded.
6. Return Address
IMPORTANT: You must contact Peak Crag to request the correct return address.
Do not send items back using the address on the package label – it may be different and could result in lost shipments.
Our typical return address is (please confirm via email):
PATAC GMBH – LY – FX - FXGJ
Halskenstrasse 22-26 Halle A14+A45
40880 Ratingen, NRW
Germany
7. Refund Processing Time
- Processing takes 5–7 business days after delivery to our warehouse.
- Approved refunds are issued within 48 hours.
- Estimated arrival time:
- UK credit cards – 2–3 business days
- International credit cards – 5–7 business days or longer (depends on your bank)
If you haven't received your refund, email us at Support@peakcrag.com.
8. Free Gifts
You are welcome to keep any free gifts that came with your order – they do not need to be returned.
9. Return Labels
We do not provide return shipping labels or cover return postage for personal reasons.
The only exception is when the return is due to our error (e.g., wrong or damaged items).
10. Lost Returns
- Keep your tracking number until we confirm receipt.
- Take a photo of your courier receipt – this can help if the package goes missing.
- Refunds cannot be issued for items that are not safely returned to Peak Crag.
- If tracking shows "delivered," you may file a claim with the courier.
11. Why Was My Refund Not Full?
- Original shipping fees are non-refundable and may be deducted from your refund.
- Partial refunds may apply in certain cases.
- Cost responsibility:
- Consumer error (e.g., wrong size, changed mind) – buyer pays return shipping.
- Peak Crag error (e.g., damaged or incorrect items) – buyer does not pay return shipping.
12. Additional Fees
- Lost original packaging – a fee of £15 will be charged if the item is not returned in its original box.
- An additional shipping fee of £15 will also apply in these cases:
- Delivery fails due to an incorrect address provided by the customer.
- The customer refuses delivery or fails to collect the package upon arrival.
