Refund policy


To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at coolpeacockco@gmail.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return questions at coolpeacockco@gmail.com.


Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, or damaged or if you receive the wrong item so that we can evaluate the issue and make it right.


Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.


Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.


Refunds

Refund & returns policy

About returns and exchanges

At Coolpeacock, we strive to provide our customers with the highest quality products and services.

**We do not accept returns

We review all refund requests, orders may be received not up to standard which can rarely happen, as we make hand-customised and personalized products for each and every order. While we cannot consider refunding orders, we will consider issuing a remake at no extra charge.

As all items are made to order and many of them are personalized, we cannot offer refunds on orders if the error is not Coolpeacock responsibility. However, in extreme cases like credit card fraud, multiple Remakes, or an issue at the fault of S Your order would be eligible for a refund in the form of only.  

By purchasing with us, you agree to this policy. This policy applies to all products and services offered by our company.

We understand that there may be rare cases where your customer may request a refund due to extenuating circumstances. In such cases, the customer should contact your store's support and provide a photo showing the issue where possible, we encourage you to contact our customer service team with this information to discuss their concerns.

Satisfaction with our products and services is of utmost importance, and we will do our best to address any issues and find a suitable solution for all parties involved.

Please note that this policy may be subject to change at any time without prior notice. We recommend that customers review our refund policy regularly to stay informed of any updates.

Selling on 3rd party marketplaces is done so at your own risk, you may have obligations to provide refunds to your customers under some circumstances that fall outside our own refund policy. Coolpeacock is not responsible for refunds issued by sellers at their own discretion or as a result of payment disputes/chargebacks.

 

Detailed Policy

The following situations can be reviewed by management for escalation: 

  • You have requested cancellation of an order that has been stuck "In Production" and our support team were able to grant that cancellation request.
  • If we're unable to replace an item under the remakes process, for example, because a product was discontinued.

We'll endeavour to assist any seller facing a payment dispute or chargeback, and often shipping out a replacement item before the dispute lapses will assist sellers in winning the dispute.

You can learn more about chargebacks here.

 

Your Store Policy

We recommend you align your own store policies to match our own.

It is of course possible for you to offer refunds to your buyers, but this will be at your own cost if the circumstances do not align with our own refund policy.

Example policy for your store:

Our jewellery products are made to order just for you! We do not offer refunds. If you have any issues with your order, please contact our support team, who'll be happy to assist you!   

Does this article answer your question

 

Satisfaction with our products and services is of utmost importance, and we will do our best to address any issues and find a suitable solution for all parties involved.

Please note that this policy may be subject to change at any time without prior notice. We recommend that customers review our refund policy regularly to stay informed of any updates.


We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.