Refund & Return Policy

At Peonygear, customer satisfaction is our top priority. Because every item is made-to-order, we do not accept general returns. However, if your item is damaged, defective, or incorrect, we are happy to provide a replacement or full refund – no return required.

This policy complies with applicable consumer protection guidelines for custom-made products.

A. Returns Policy

1. No Returns for Custom Orders

All Peonygear products are made-to-order. Since each item is produced specifically for each customer:

  • We generally cannot accept returns for reasons such as size, color, or change of preference.

  • We do not hold inventory, so returned items cannot be resold.

Please review product descriptions, images, and size charts carefully before placing an order.

2. Why Returns Are Limited

Our made-to-order model allows us to:

  • Reduce overproduction and minimize waste

  • Offer unique and customizable products

  • Support environmentally responsible production practices

B. Order Corrections & Cancellations

1. Order Corrections

For changes to your order (size, design, address), please contact us within:

  • 24 hours for weekday orders

  • 48 hours for weekend orders

After this period, your order enters production and may no longer be modified.

2. Cancellations

You may request a cancellation within the same timeframe (24/48 hours).
To cancel, email support@peonygear.com with your order number.

C. Refund Policy

We offer refunds or replacements in the following situations:

1. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or incorrect:

  • You are eligible for a full refund or free replacement

  • No return is required

  • Please contact us within 30 days of delivery

  • Include photos, your order number, and a short description of the issue

2. Late or Missing Orders

If your order is delayed beyond standard transit time:

  • 45 days from order date → Typically eligible for a partial refund (up to 50%)

  • 60 days from order date → Eligible for a full refund or replacement

D. Refund Processing Time

  • Refunds are processed within 5–7 business days after approval

  • Your bank or payment provider may take an additional 3–5 business days

  • Refunds are issued only to the original payment method

If your refund seems delayed, please check with your payment provider first.

E. Exchanges & Replacements

1. Eligibility

We offer replacements for:

  • Damaged or defective items

  • Incorrect items

  • Requests made within 30 days of delivery

We cannot offer exchanges for size or design selections that differ from what was ordered.

2. How to Request a Replacement

Email support@peonygear.com with:

  • Order number

  • Clear photos of the issue

  • Short explanation

Approved replacements are processed within 3–5 business days. No return is needed.

F. Shipping Cost Responsibility

  • If the issue results from our error (damaged, defective, incorrect), Peonygear covers all costs.

  • If the issue is related to incorrect information provided at checkout, additional reshipping fees may apply.

G. Lost, Stolen, or Delayed Packages

1. Lost Packages

If tracking shows “Delivered” but you did not receive the item:

  • Wait 24 hours

  • Check with neighbors or your household

  • Contact your local carrier

If unresolved, contact us and we will assist you with the next steps.

2. Tracking Delays

If tracking does not update for 5+ business days, contact the carrier.
If the package is in transit for 20+ days, contact us for assistance.

H. Transit Damage

If the item arrives damaged due to transit:

  • Contact us within 48 hours

  • Provide photos of the item, packaging, and shipping label

  • We will offer a refund or replacement as appropriate

I. Important Notes

  • Size selection, color selection, and address entry must be verified by the customer

  • Shipping fees are non-refundable unless the issue is caused by us

  • Please inspect your package upon delivery and report any issues promptly

J. Dispute Resolution

If you are unhappy with your order, please contact us before opening a PayPal or bank dispute.
We will do our best to resolve the issue quickly and fairly.

K. Contact Us

Peonygear Customer Support

  • Email: support@peonygear.com

  • Phone: (209) 850-3168

  • Address: 323 N Thor St, Turlock, CA 95380, United States

  • Support Hours: Monday to Friday, 9:00 AM – 5:00 PM PST