We get it!
We understand that sometimes an order isn’t exactly what you need, and you’d like to return/exchange it, whether it be damaged, defective, incorrect, or you changed your mind. We will try our very best to accommodate you. Please read through our returns/exchanges policies as expressed below to proceed with submitting a Return Merchandise Authorization (RMA).
*To cancel an order before it ships, YOU MUST call or email us and receive an email/phone confirmation that the order was canceled. Without a confirmation from us, your cancellation will NOT BE accepted. Orders CANNOT be canceled after they ship. Return(s) must be initiated then. Applicable fees will apply. All claims for defective/damaged products or returns MUST be submitted using the form below within 30 days of shipment receipt. Any claims filed OUTSIDE of this range are null. If your refund is approved, it will be processed within 3-5 days of receipt of the returned product OR resolution of the RMA issue.
Damaged/Lost Item Returns: All return requests must be received within 30 days of shipment receipt. A) If your product arrives noticeably damaged when it arrives at your doorstep, you may choose to reject it at the time of delivery. In this case, the shipping carrier will send it back to us, and we will replace the product and resend it to you. We still recommend you email us at sales@peacocklabs.com to confirm we know the issue. B) If your product seems intact at delivery, but a damaged and unusable product is discovered inside the packaging, you must submit an RMA using the form provided here. Please indicate in your claim description that the damage was carrier-mediated and include photos/supporting evidence. C) If your shipment is lost in transit, please email us so we can first open a trace on the package. In this situation, our team will submit a claim with the shipping carrier on your behalf, and we plan to replace the product for you. We will contact you regardless of the situation. Our customers are usually not responsible for picking up any additional costs for damaged shipments. All replacement products for domestic US orders will be shipped through standard UPS ground or freight shipments. We are not responsible for duties, tariffs, or taxes on international replacement shipments. If you wish to receive your shipment any faster than the average speed, you must expedite shipping and be responsible for paying its associated costs.
Defective Returns: If your product is not performing well or seems defective, please submit an RMA using the form provided here. All return requests must be received within 30 days of shipment receipt. In the claim description, please provide us with the product batch/lot number (often printed on the bottom of the can) and photos/supporting evidence when we email you back. A representative in technical support will contact you first to troubleshoot the issue(s) you are having with the product. If, even after troubleshooting the problem, we deem the product defective, we will arrange for a replacement product to be sent to you. All replacement products for domestic US orders will be shipped through standard UPS ground or freight shipments. We are not responsible for duties, tariffs, or taxes on international replacement shipments. If you wish to receive your shipment any faster than the average speed, you must upgrade to expedited shipping and be responsible for paying its associated costs.
Incorrect Product Returns: If you discover a wrong or faulty product was sent to you, please bring it to our attention by submitting an RMA form as provided here. All return requests must be received within 30 days of shipment receipt. Please ensure you provide proof of purchase to highlight what should have been sent and what was received. If the mistake was ours in sending you the wrong product, we will replace the product at no additional cost to the customer. All replacement products for domestic US orders will be shipped through standard UPS ground or freight shipments. We are not responsible for any duties, tariffs or taxes on international replacement shipments. If you wish to receive your shipment any faster than the average speed, you must upgrade to expedited shipping and be responsible for paying its associated costs.
Change of Mind Returns/Exchanges: If you purchased a product from us and have changed your mind OR wish to exchange it for something else, you must submit an RMA form as provided here. All return requests must be received within 30 days of shipment receipt. Please let us know which product you would like to send back and if you would like to exchange it or not. For these types of returns, you will need to pay a 20% restocking fee (which is 20% of the product cost paid), shipping fees for the return, and if you are exchanging a product, pay the shipping fees for the exchanged product to be sent back out to you. If you are returning a product, you will receive your refund back in the original form of payment OR as a merchandise credit to your account balance to be used towards future orders. You must specify which option you prefer. For exchanges, we will assess your choice of product to be exchanged and let you know whether you will need to pay a differential product cost. All domestic change-of-mind returns/exchanges will be shipped out by default as standard UPS ground or freight. If you wish to receive your shipment any faster than the average speed, you must expedite shipping and be responsible for paying its associated costs.
Please submit a Return Merchandise Authorization (RMA) form below.
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