Refund policy

Cancellation Period & Timeframe

Shipping charges, when applicable, are shown during checkout or provided in a written quote before purchase. Certain brands, freight items, and oversized products are excluded from free-shipping promotions. If you would like to cancel an order, please email or call our customer service team immediately at info@peakprimalwellness.com or (877) 689-4898 to avoid return shipping fees.

Orders cancelled before we have shipped your item: Entitled to a full refund.

Orders that are cancelled after items have shipped:These orders will fall under the applicable return terms below. Oversized Products are governed by the Oversized Products Exceptions section, which overrides the general 30-day return terms.


Damaged, Defective, and Incorrect Product Delivery

Please contact us at info@peakprimalwellness.com or call us at (877) 689-4898 within 24 hours for detailed return instructions. We will provide the address for returns once you have contacted us.

  • The initial return shipping fee will be covered by the customer and refunded immediately by our team upon confirmation of defective, damaged, or incorrect order being delivered.
  • Keep all initial packaging safely stored and protected so that you don't incur any restocking charges.
  • Your authorization request needs to be accepted by customer service before anything else is processed, and when approval is given, your refund will arrive within 2 business days and be paid via the same payment method used in the purchase.

Product Never Arrived?

If your product has not arrived within the expected delivery time contact us immediately. You will be entitled to a full refund if for whatever reason the product is lost in transit.

Exchanges

If your product arrived damaged or defective you may also request a new, unblemished product. We can arrange that for you as soon as our customer service team endorses your claim. Lastly, there are some items not eligible for reimbursement if they become damaged after being used, but any entitlements under warranty remain intact.

30-day return policy details

We have a 30-day return policy that starts the day your product is delivered:

Products returned because of buyer remorse or change of mind will incur a 25% restocking fee and will pay the shipping fee both ways.

We offer full refunds for any defective or damaged product. Products returned because of a defect or damages received before delivery will pay the initial return shipping fee, which will be refunded upon confirmation of damaged and defective goods.

IMPORTANT: Do not accept the shipment without checking the package for damages. If there are visible damages on the package, write “damaged” on the customer and driver's receipt and call or email us immediately. Send the photo for proof so that we can get a replacement shipped out to you immediately.

Notify us immediately if there are any missing parts to your order.

After 30 days all purchases are final.

If your product breaks because of a faulty product and is not the result of incorrect usage by the customer, we will send you a replacement at no cost.

Any products that are sent back to us that have been used, or are visibly worn, or damaged, will be returned to the customer with no refund.

To have a successful return and receive a full refund, all merchandise returned must be in "Like New" condition: not having visible signs of wear or use and with all original packaging and accessories intact by our inspection team.

Oversized Products Exceptions

This section overrides the general 30-day return terms above for the following products:

  • Saunas, sauna cabins, and sauna rooms
  • Hyperbaric chambers
  • Large pieces of fitness equipment, including treadmills, climbers, ellipticals, exercise bikes, rowers, steppers, Pilates reformers and towers, strength machines, racks, and other products requiring freight or special delivery

Because these products are made, packaged, and transported as specialized freight, they are not eligible for return due to buyer's remorse, change of mind, size or fit concerns, site-access limitations, aesthetic preferences, or refusal of delivery after the order has been released to the manufacturer, fulfillment partner, or carrier. Customers are responsible for confirming dimensions, electrical and site requirements, access paths, and installation needs before purchase.

Cancellation requests must be submitted immediately. Once an order has been released to the manufacturer, fulfillment partner, or carrier, cancellation is not guaranteed and may be declined. Any exception must be approved by Peak Primal Wellness in writing before the product is shipped back. Unauthorized returns and refused deliveries will not be accepted as returns.

Damage, defects, and incorrect items

Peak Primal Wellness will stand behind the product. Visible freight damage must be noted on the delivery receipt and reported to us immediately. Concealed shipping damage should be reported within 5 calendar days of delivery, and functional defects should be reported within 30 days of delivery. Please keep all original packaging and provide requested photos, video, serial numbers, diagnostic information, and reasonable access for inspection or service.

For a confirmed damaged, defective, or incorrect product, the initial remedy will be, at Peak Primal Wellness's option, replacement parts, technical support, repair, an authorized service visit, or replacement of the affected product or component. The customer must allow a reasonable opportunity to diagnose and complete the remedy. A minor, repairable, cosmetic, or component-level issue does not create an immediate right to return the entire product for a refund.

If Peak Primal Wellness determines that repair or replacement cannot resolve a confirmed covered issue after reasonable efforts, we may authorize another appropriate remedy, including a return or refund. No product may be returned without prior written return authorization and shipping instructions from Peak Primal Wellness.

Manufacturer warranties and any rights that cannot be limited under applicable law remain in effect.

How to start the return/refund process

To request a return or refund, customers can use our contact form, email info@peakprimalwellness.com , or phone - (877) 689-4898. Once the product is inspected and confirmed to be in brand new condition, we will initiate the refund, which typically takes 5-7 business days to post back to the original payment method. Refunds can be applied via the customer’s preferred method, including card or bank transfer. Shipping instructions and the return address will be provided upon contacting customer service. Please include photos if the product arrives damaged.

Method of Refund

Once we receive and examine the shipped back items, a notification email will be sent again notifying you that you are receiving money back, either via bank transfer or the same form of payment method used during purchase (e-check/credit card). You can expect your reimbursement within 2 business days following our inspection conclusion.


Other Return Policies to Note

Peak Primal Wellness is dedicated only to customers who intend on utilizing the item(s) for their intended life cycle. Therefore, orders that are purchased for one-time or temporary use such as trade shows or promotional companies are not allowed to return the product. This also applies to any orders purchased by a trade show facilitator.

Certified pre-owned and used products can not be returned.

Please see our terms and conditions for any further questions.