At Peonygear, ensuring customer satisfaction is our top priority. Should you receive a damaged or defective item, rest assured that we are dedicated to providing you with a replacement or a full refund, all without the hassle of returning the item. We take full responsibility for any unsatisfactory shopping experiences.
Regarding returns, please be aware that we do not currently accept them, given that all our items are made-to-order, and we do not maintain any inventory or stock.
If you need to make corrections to your order, kindly contact our customer service within 24 hours on weekdays or 48 hours on weekends from the time of placing your order. Once your order has been dispatched to the fulfillment centers, cancellations become impossible.
Before placing an order, it is crucial to thoroughly read the item descriptions and consult the sizing chart for accurate size selection. Additionally, please ensure that the information provided is correct before finalizing your order.
In the unlikely event of us sending you the wrong order, please inform us promptly, and we will promptly dispatch the correct item to you. No need to return the item in case of our mistake; consider it a gift from us.
For order cancellations, since all our items are made-to-order, you can only cancel your order and request a refund within 24 hours on weekdays or 48 hours on weekends. After this timeframe, cancellations are no longer possible as the order will have been sent to the fulfillment centers.
Refunds are applicable in the following scenarios:
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Damaged or Defective Items: We gladly offer a replacement or full refund if your item arrives damaged or defective. To be eligible, please provide photo proof within 30 days of delivery, as indicated by the tracking website and your order’s shipping label.
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Late Delivery or Missing Order: In cases of late delivery or a missing order, we provide a 50% refund after 45 days from placing the order and a full refund after 60 days.
Please note that we typically do not entertain refund requests due to customer errors, such as incorrect size selection, designs, colors, or wrong shipping addresses.
Shipping costs are non-refundable, and if a refund is issued, the return shipping cost will be deducted.
For late or missing refunds, please check your bank account first. If the refund is not posted, contact your credit card company. If the issue persists, reach out to us at [email protected].
Exchanges and replacements are only offered for defective or damaged items within 30 days of delivery, as indicated by the tracking website. To request an exchange, email us at [email protected] with photo proof of the issue. Once approved, a replacement will be promptly sent, and there is no need to return the defective items.
Please be aware that we typically do not accept exchange requests due to customer errors in size, design, color, etc.