Last updated October 31, 2026
We want you to love the way your PeakEight shoes fit and perform. If something isn’t right, here’s exactly how returns and refunds work, including for international orders and for consumers in the UK/EU with statutory cancellation rights.
You may return eligible items within 30 days of the delivery date for a full refund to your original payment method, or within 60 days for store credit. Peak Club members get an extended 45-day return window. This voluntary period is in addition to, not instead of, any statutory right you have under the law (see Section 2).
To qualify, items must be unused, unworn outdoors (trying them on indoors is fine), and in their original condition, with original packaging, the shoebox, and tags included where possible. Final sale items (marked as such at checkout) are not eligible for this voluntary return, except where defective. You may handle the shoes only as much as reasonably necessary to inspect their fit and condition. We may reduce a change-of-mind refund for loss in value caused by handling beyond what you’d reasonably do trying shoes on in a store.
If you are a consumer in the United Kingdom or European Union, you generally have the right to cancel your order without giving any reason by telling us within 14 days after the day you (or someone you nominate) receives the goods. If one order is delivered in separate shipments, this period runs from receipt of the last item. You then have a further 14 days to send the goods back to us. Equivalent or stronger mandatory rights in other countries continue to apply where relevant. A reason is not required for a statutory cancellation, unlike our voluntary 30-day policy.
Because we ship internationally from Hong Kong, we are not currently able to provide a prepaid return label for every country. Where one is available for your location, we will include it with your return authorisation.
For a voluntary change-of-mind return (Section 1), you are responsible for the cost of shipping the item back to Hong Kong, and your original delivery charge is not refunded, unless you are a Peak Club member (free returns within supported regions) or the return is due to our error or a defective item (Section 6), in which case we cover both. For a UK/EU statutory cancellation notified within 14 days (Section 2), we refund your original basic delivery charge; any extra you paid for an upgraded/express delivery option is not refundable. If you paid customs duties or import tax on the original order, those were set and collected by your country’s customs authority, not by us, and are not refundable by PeakEight.
For a UK/EU statutory cancellation, we refund eligible amounts without undue delay and no later than 14 days after we receive the returned goods, or after you provide evidence you’ve sent them back, whichever is first; we may withhold the refund until then. For other approved returns, we normally inspect items within 3–5 business days of receipt in Hong Kong and refund promptly afterward. Refunds are issued to your original payment method through the payment provider used at checkout, which may be Stripe or another provider; your bank may then take a further 5–10 business days to display the credit.
If an item arrives damaged, defective, or isn’t what you ordered, contact us within 14 days of delivery with photos of the issue and your order number, and keep the packaging while we look into it. We will cover reasonable return shipping costs and provide the remedy required by applicable law, typically a replacement or a full refund including your original delivery charge, at no extra cost to you. Nothing in this policy limits your legal rights to repair, replacement, price reduction, or refund for goods that are faulty, not as described, or otherwise non-conforming.
The 30-day change-of-mind right does not apply to items marked final sale before purchase, or to any goods excluded by applicable law. These exceptions never remove your rights for faulty, misdescribed, or non-conforming goods.
For a different size or colour, the fastest option is usually to place a new order and return the original for a refund, rather than waiting on an exchange across international transit. Peak Club members can request a direct exchange by contacting support, subject to stock. If you want to cancel before your order ships, contact us immediately. We cannot guarantee interception once fulfilment has begun, but your post-delivery cancellation rights remain unaffected either way.
Peak Club members receive one free resole per year on any trail or alpine pair. Resoles are not returns or refunds and are handled separately from this policy. Because resoling requires shipping your shoes to our Hong Kong workshop and back, current turnaround times and country availability are confirmed when you request a resole through your Peak Club membership details.
If you are exercising your UK/EU statutory cancellation right, you may copy and send the text below (using this exact form is optional):
To: PeakEight Limited, Room 18, 2/F, Tuspark, 118 Wai Yip Street, Kwun Tong, Hong Kong; support@peakeight.com
I give notice that I cancel my contract of sale for the following goods: [describe goods].
Ordered on / received on: [date].
Order number: [number].
Consumer name: [name].
Consumer address: [address].
Signature (only if sent on paper): [signature].
Date: [date].
If you don’t recognise a charge, or believe a refund problem remains unresolved after contacting us, you can also raise it directly with your card issuer or payment provider; that right is never limited by this policy. See our Payment & Security page for more on how we handle payment disputes.
PeakEight Limited
Company No. 81442471
Room 18, 2/F, Tuspark, 118 Wai Yip Street
Kwun Tong, Hong Kong
Email: support@peakeight.com
Hours: Monday–Friday, 9am–6pm Hong Kong Time (GMT+8)