Refund policy

Thank you for shopping with Twelve Peaks (“we”, “us”, “our”). We hope you love your purchase, but if you’re not completely satisfied, we’re here to help.

This Returns & Refunds Policy explains your rights and how to return or exchange items purchased from [www.twelvepeaks.co.uk].

 

1. Your Right to Cancel (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 30 calendar days from the date you receive your goods — for any reason.

To exercise this right:

• You must notify us in writing (by email or post) within 14 days of receiving your order.
• You then have another 30 days to return the items to us.

To qualify for a refund:

• Items must be unused, in their original packaging, and in resalable condition.
• You must include your order number, name, and email address with the return.

 

2. How to Return an Item

Please contact us first at support@twelvepeaks.co.uk before sending any returns.
We’ll provide you with a return address and any additional instructions.

Return shipping:

• Customers are responsible for the return shipping cost unless the item is faulty or incorrect.
• We recommend using a tracked postal service, as we can’t be responsible for lost returns.

 

3. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned or refunded (unless faulty):

• Personalised or custom-made products
• Gift cards or digital downloads

 

4. Faulty or Damaged Items

If you receive a faulty, damaged, or incorrect item, please contact us within 30 days of delivery.

We will offer you one of the following options:

• A replacement of the same item (if available)
• A repair (where applicable)
• A full refund, including standard delivery costs

You may be asked to send photos of the issue or return the item for inspection.

 

5. Refund Process

Once your return is received and inspected, we will send you an email confirming:

• Receipt of the item
• Approval or rejection of your refund

Refund details:

• Approved refunds will be processed within 14 days of receiving your return.
• Refunds are issued to your original payment method (e.g. card, PayPal, Klarna, etc.).
• You will receive confirmation once your refund has been issued.

 

6. Exchanges

We currently offer exchanges on a like-for-like basis (e.g. same item, different size or colour), depending on stock availability.
Please email us before sending your item back to arrange an exchange.

 

7. Late or Missing Refunds

If you haven’t received your refund after 14 days:

1. Check your bank account or PayPal account again.
2. Contact your payment provider — some take extra time to process refunds.
3. If you’ve done all of the above and still haven’t received your refund, please contact us at support@twelvepeaks.co.uk

 

8. Buy Now, Pay Later (Klarna & Clearpay) Orders

If you paid using Klarna or Clearpay:

• Your refund will be processed through their system once we’ve confirmed receipt of your returned item.
• Klarna/Clearpay will update your account and adjust or cancel any remaining payments.
• Please allow up to 5–10 working days after we process your refund for it to appear on your account.

 

9. Gifts

If the item was marked as a gift and shipped directly to you, you may receive a gift credit for the value of your return.
If the gift giver had the order shipped to themselves, we’ll issue the refund to the original purchaser.

 

10. Contact Us

For all return or refund enquiries, please contact us:

📧 Email: support@twelvepeaks.co.uk

📞 Phone: +44 7414686122
🏢 Return Address: 36A Broughton Street, Cheetham Hill, Manchester, M8 8NN, United Kingdom

We’re happy to help you resolve any issues as quickly as possible.

 

11. Summary of Your Rights

This policy does not affect your statutory rights under the Consumer Rights Act 2015 — which entitles you to:

• A full refund for faulty goods within 30 days of purchase.
• A repair or replacement if a fault occurs within six months.
• Fair treatment for all purchases made through our website.