Returns Policy

PeakMe Returns, Repairs, Replacements & Refunds Policy

At PeakMe, we take pride in providing high-quality products and excellent customer service. While rare, we understand that situations may arise where you need to return a product, request a repair, or seek a refund.

This policy sets out our procedures in line with the Australian Consumer Law (ACL), administered by the Australian Competition and Consumer Commission (ACCC).

Our Return Process

1. Contact our Customer Experience Team at support@peakme.com.au.
   

   • Contact within 24 hours for damaged items with photographic evidence. Include: order number, short video or photo of the fault, and a written description.

    

2. Specialist Review
   

   • An in-house Specialist will review your submission, provide troubleshooting steps if applicable, and confirm whether a fault is present.
     

   • If under warranty, you can choose a resolution method: replacement, exchange, credit, or refund.
     

   • Returns are accepted for incorrect goods if they are in saleable condition and original packaging. Customers are responsible for return shipping costs unless the product is faulty or damaged within 24 hours receiving the product. A prepaid return label will be provided if eligible.
     

3. Return & Assessment
   

   • Send your product back and share the tracking number in your support ticket.
     

   • Once received, our team will process your return within 5–7 business days. Processed through the original payment method. 
     

4. Resolution
   

   • If a manufacturing defect is confirmed, your chosen resolution will be processed.
     

   • If no fault is found, or the product is missing components/packaging, it will be returned to you at your cost with supporting documentation.

⚠️ Products missing original packaging or contents are not eligible for refund. Shipping and handling fees for incorrectly returned items are the responsibility of the customer.

Warranty

• All PeakMe products (excluding services) include a 12-month warranty from the invoice date.
  

• Covers: component and manufacturing defects.
  

• Excludes: misuse, tampering, incorrect maintenance, physical damage, accidents, power surges/spikes, or overcharging.
  

Faulty or Defective Products

• If your product is dead-on-arrival (DOA) or develops a fault within the 12-month warranty:
  

• Contact us immediately for expert troubleshooting.
  

• If confirmed faulty, you may choose a replacement, exchange, store credit, or refund (processed after return and assessment).
  

• For exchanges with a higher value, the price difference will apply; if lower, you may receive a credit or partial refund.
  

⚠️ Services are not eligible for return or refund.
⚠️ Refunds cannot be issued for faulty products until they are returned and assessed by an authorised specialist.

Product Lifetime Support

We stand by our products with lifetime customer support for original purchasers.

What’s included:

• Guidance by phone, email, or live chat.
  

• Replacement of lost manuals (digital copy).
  

• Ongoing advice about new products and features.
  

What’s not included:

• Support for products not purchased from PeakMe.
  

• On-site training or services (remote support may be available).
  

Order Cancellations

• If you need to cancel an order, contact us immediately with your order number and preferred resolution (refund, credit, or exchange).
  

• If your order has already been processed, cancellations are not possible.
  

Undeliverable Orders

• If an order is returned to us as undeliverable or not collected, and no request has been submitted, a store credit (valid for 3 months) will be issued.
  

• Additional fees apply if you request redelivery.
  

General Support

For product or service enquiries, please contact our Customer Experience Team at support@peakme.com.au. We’re here to ensure you get the most out of your PeakMe products.